POLICIES

ORDER POLICIES

Orders are final and cannot be cancelled or amended once placed.

We try to dispatch all orders within 24 working hours (Monday–Friday, excluding public holidays). Dispatch, shipping, and delivery times are estimates only and are not guaranteed.

Refunds can only be issued to the original payment method used to place the order. We are unable to refund to any other account.

Sale and discounted prices are time-limited. If an item is purchased before or after a discount period, the price will not be adjusted retroactively, as all sales are final.

RETURNS

We do not offer exchanges. Returns are accepted only within 14 days of the delivery date.

To start a return, please email us at help@niihai.co.uk.

The following items are not eligible for return: sale/archive pieces, jewellery, and any undergarments or shapewear.

We do not provide return shipping labels. Return postage is the customer's responsibility, and refunds are issued only once the item has been received back at our warehouse.

Nii HAi will not cover customs charges on returned parcels. Please mark the return parcel as a "gift," not "goods."

We reserve the right to decline a return if the item is not received in an acceptable condition.

Proof of postage must be provided for a return to be processed successfully. The returned item remains the customer's responsibility until it is received by us, so we recommend using a tracked shipping service.

TRACKING AND CUSTOMS FEES

Tracking an order is the customer's responsibility.

Orders must be addressed to a secure, permanent address.

If an order is returned to us due to failed delivery, unpaid customs charges, an incorrect address, or refusal, it will not be re-sent. Only the item cost will be refunded; shipping fees are non-refundable.

If an order is deemed lost in transit, a replacement will be sent; refunds are not offered in this case.

For orders to the UK, USA, Austria, Cyprus, France, Germany, Ireland, Luxembourg, Malta, Netherlands, Norway, Portugal, Sweden and Switzerland, all taxes and import duties are included in the price, so there is nothing extra to pay on delivery. For all other countries, customs fees and import taxes may apply and are the customer's responsibility. Nii HAi accepts no liability for these charges.

FAULTY ITEMS

Faulty items will be replaced with a new item, subject to stock availability, within 4 months of the delivery date.

Faults must be reported within this 4-month window; after this period, the item is no longer eligible for a replacement, regardless of wear.

Nii HAi holds no responsibility for damage caused by failure to follow the care/wash instructions.