Refund policy

Return & Exchange Policy

THEY NVY US — Shop Confidently.

At THEY NVY US, we want you to love every piece you purchase. We understand that sometimes an item may not be exactly what you expected, which is why we offer a straightforward return process.

Please review our policy carefully before placing your order.

Return Eligibility

We accept eligible return requests within 10 days of the date your order is delivered.

To qualify for a return, items must meet the following conditions:

  • Unworn, unused, and unwashed

  • All original tags attached

  • In their original condition and packaging

  • Free from stains, makeup, perfume, deodorant, smoke, pet hair, or signs of wear

  • Accompanied by valid proof of purchase

Items that do not meet these requirements may be refused.

Store Credit Only — No Refunds

THEY NVY US does not offer refunds to the original payment method for change-of-mind returns.

Approved returns will receive store credit that can be used toward future purchases.

  • Store credit is issued electronically.

  • Store credit does not expire.

  • Store credit can be used on eligible items available on our website.

  • Original shipping fees are non-refundable.

We encourage customers to review product descriptions, sizing information, and order details carefully before purchasing.

Non-Returnable & Final Sale Items

For hygiene and quality assurance reasons, the following items are considered final sale and cannot be returned or exchanged for change of mind:

  • Sale and clearance items

  • Bodysuits

  • Swimwear

  • Lingerie and undergarments

  • Jewelry and accessories

  • Beauty and personal care products

  • Gift cards

  • Items specifically marked Final Sale

Exchanges

We do not offer direct exchanges at this time.

If you would like a different size, colour, or style, you may request a return for store credit, provided your item meets our return eligibility requirements.

Once your store credit has been issued, you may place a new order for your preferred item.

How to Request a Return

To initiate a return:

  1. Contact our customer support team through our website within 10 days of receiving your order.

  2. Provide your order number, the item you wish to return, and the reason for your request.

  3. Wait for return authorization and shipping instructions from our team.

  4. Once approved, securely package your item and ship it to the designated return address provided.

Please do not send items back without prior authorization. Unauthorized returns may not be accepted.

Return Shipping Costs

Customers are responsible for return shipping costs unless the item received is damaged, defective, or incorrect.

We strongly recommend using a trackable shipping service, as THEY NVY US cannot be held responsible for return packages lost or damaged during transit.

Original shipping charges are non-refundable for change-of-mind returns.

Damaged, Defective, or Incorrect Items

Every order matters to us.

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery.

Include:

  • Your order number

  • A description of the issue

  • Clear photographs showing the damage, defect, or incorrect item

Our team will review your request and provide an appropriate resolution, which may include a replacement, store credit, or refund where applicable.

Return Processing Time

Once your return has been received and inspected, please allow 5–10 business days for processing.

If approved, your store credit will be issued electronically.

You will receive confirmation once your return has been processed.

Refused or Unclaimed Packages

Customers are responsible for providing accurate shipping information and accepting delivery of their orders.

If a package is returned to us due to an incorrect address, refusal of delivery, or failure to collect the shipment, additional shipping or handling fees may apply.

Any applicable fees may be deducted from the store credit issued, where permitted by law.

Order Cancellations

If you need to cancel your order, please contact us as soon as possible.

Cancellation requests can only be accommodated if the order has not yet entered processing or fulfillment.

Once an order has been processed or dispatched, cancellation may no longer be possible.

Need Assistance?

Our customer support team is here to help with any questions regarding returns, exchanges, or your order.

Please contact us through our website and include your order number for faster assistance.

Thank you for shopping with THEY NVY US.

THEY NVY US

For the ones they eNVY.