Refund policy

🔄 Returns & Refunds Policy

At Dear Nikola, every item is inspected for quality before it leaves our warehouse. Due to the nature of our products and our made-to-order fulfilment process, we generally do not offer returns or refunds.

However, we understand that rare issues can occur during delivery, so we may accept a return for a damaged or defective item under the conditions below.

1. Change of Mind & General Returns

We do not offer returns or refunds for change of mind, incorrect selections, or preferences regarding size, style, colour or features clearly described on our website.

In limited cases, we may consider a return at our sole discretion. This is not guaranteed and should not be expected.

2. Damaged or Defective Items (Within 7 Days)

If your item arrives damaged or has a potential manufacturing issue, you may be eligible for a review.

To be considered, you must notify us within 7 days of delivery and provide:

  • Your order number

  • A description of the issue

  • Clear photo and/or video evidence

Please note:

  • All claims are assessed individually and at our discretion

  • Evidence is required for any assessment

  • Minor cosmetic variations that do not affect use may not qualify

If approved, we may offer a replacement or an alternative reasonable resolution.

3. Limitations & Exclusions

The following are not eligible:

  • Normal wear and tear

  • Damage caused by misuse, mishandling, or improper storage

  • Accidental damage after delivery

  • Issues resulting from modifications

  • Claims made outside the 7-day window

4. Lost, Stolen or Marked-As-Delivered Packages

Once a package is marked Delivered by the courier, Dear Nikola is no longer responsible for the parcel.

We do not offer refunds, replacements or credits for packages that are reported as stolen or missing after delivery confirmation.

If your package shows “Delivered” but is missing, we recommend:

  • Checking with neighbours/building management

  • Confirming the address entered at checkout

  • Allowing 24–48 hours, as couriers may scan early

  • Lodging a missing parcel investigation with the courier

We will assist by providing order details to support your claim, but courier outcomes are beyond our control.

5. Refunds

Refunds are generally not offered under this policy.

Where legally required and if a replacement cannot reasonably be provided, a refund for the product value may be issued to the original payment method.

Shipping fees, upgrades, duties and insurance are non-refundable.

6. Consumer Rights

Nothing in this policy affects your rights under applicable consumer law. Where required, we will provide the appropriate remedy (repair, replacement or refund).

7. How to Contact Us

If you believe your item may qualify under the conditions above, please contact us via our Contact Page or email support@dearnikola.com with:

  • Order number

  • Description of the issue

  • Supporting photos or video

Our team will review your case and advise on the next steps.