Refund policy
Returns & Refund Policy
We offer a 30-day return policy: you have 30 days from the date you receive your order to request a return.
To qualify for a return, the item must be unworn, unused, and in its original condition with all tags still attached and its original packaging intact. You'll also need to provide your receipt or proof of purchase.
To begin a return, please contact us at support@nioapparel.com
Once we've approved your return, we'll send you instructions on how and where to send it back. Unless the item is faulty or incorrect, return shipping costs are your responsibility. We're unable to accept parcels sent back without an approved return request.
For any questions about your return, reach out to us at support@nioapparel.com
Damages and Issues
Check your order as soon as it arrives, and get in touch right away if anything is damaged, faulty, or not what you ordered, so we can put things right.
Once we've confirmed the item is faulty, arrived damaged, or was sent in error, we'll send a free replacement and cover reasonable return postage.
Exceptions / Non-Returnable Items
Some items are excluded from returns, including perishables (food, flowers, plants), made-to-order or personalised products, and personal care items (like cosmetics). We're also unable to accept returns of hazardous materials, flammable liquids, or gases.
Sale items and gift cards cannot be returned.
Unsure if your item is eligible? Contact us before sending your return.
Exchanges
If you'd like a different item, the quickest option is to return what you have (provided it's eligible) and place a new order once your return has been approved.
UK 14-Day Cancellation Right
UK law gives you the right, under the Consumer Contracts Regulations, to cancel your order within 14 days of delivery without needing to give a reason.
To use this right, let us know within 14 days of receiving your delivery. The item needs to be returned unworn, unused, with tags attached and in its original packaging, along with proof of purchase.
Any refund due will be handled in line with UK consumer protection law.
Refunds
After we receive and check your return, we'll email you to confirm whether it's been approved.
Approved refunds are returned to your original payment method within 7 business days of us receiving your parcel.
Your bank or card provider may take a bit longer to show the refund on your statement.
Haven't seen your refund after 12 business days? Contact us at support@nioapparel.com
Contact Information
Company name: WilmsCollective (operating as Nio Apparel)
Chamber of Commerce (KVK) number: 99437465
VAT Number: NL005385642B98
Address: Visserstraat 28, 6067CE Linne, Netherlands
Our customer service team is available during the following hours:
Monday – Friday: 9:00 AM – 5:00 PM (GMT/BST)
Saturday: 1:00 PM – 5:00 PM (GMT/BST)
Phone: +44 20 386 80 386
Email support: support@nioapparel.com