Refund policy
Last updated: 08.07.2026
We want you to be happy with your order. If you are a consumer, you have the right to withdraw from your purchase within 14 days without giving any reason.
1. 14-DAY RETURN PERIOD
You have the right to return your order within 14 days from the day on which you, or a third party indicated by you other than the carrier, receive the goods.
To exercise your right to return, please contact us at info@nicolamackova.com with a clear statement that you wish to return your order. We will then provide you with return instructions and the return address.
You must send the goods back without undue delay and no later than 14 days from the day on which you notify us of your withdrawal. The deadline is met if you send the goods back before the 14-day period has expired.
2. RETURN CONDITIONS
You may inspect and try on the item as you would in a physical store to determine its nature, characteristics, and fit.
You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and fit.
Please return items in their original condition as far as reasonably possible, including any original tags and packaging where available.
Proof of purchase may be required to help us identify your order.
3. HOW TO START A RETURN
To start a return, please contact us at info@nicolamackova.com.
We recommend contacting us before sending the item back so that we can provide the correct return instructions and return address.
4. DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order upon arrival and contact us without undue delay if the item is defective, damaged, or if you received the wrong item.
We may ask you to provide photographs so that we can assess the issue and offer an appropriate solution.
Your statutory rights in relation to defective, damaged, or non-conforming goods are not affected by this policy.
5. NON-RETURNABLE ITEMS
The right of withdrawal does not apply to:
- personalized or custom-made items,
- other items that are exempt from return under applicable law.
Gift cards are non-returnable unless required otherwise by applicable law.
If you are unsure whether an item is eligible for return, please contact us before placing your order.
6. EXCHANGES
Exchanges are subject to product availability.
The fastest way to receive a different size or item is to return the original item and place a new order separately.
7. RETURN SHIPPING COSTS
Unless the item is defective, damaged, or incorrectly supplied, you are responsible for the direct cost of returning the goods.
For returns from outside the European Union, you are also responsible for any duties, taxes, customs charges, or similar fees associated with the return shipment, unless otherwise agreed.
8. REFUNDS
If you validly withdraw from the contract, we will refund all payments received from you, including the cost of the cheapest standard delivery method offered by us.
If you chose a delivery method other than the cheapest standard delivery method offered by us, we are not required to reimburse the additional cost.
We will issue your refund without undue delay and no later than 14 days from the day we receive your withdrawal notice. However, we may withhold the refund until we have received the returned goods or until you provide proof that you have sent them back, whichever is earlier.
Refunds will be made using the same payment method used for the original transaction, unless we expressly agree otherwise.
Please note that your bank or payment provider may require additional time to process the refund after it has been issued.
9. CONTACT
If you have any questions about returns or refunds, please contact us at:
info@nicolamackova.com