Returns & Policies
Order Policies
All Orders Are Final
Once your order is placed, it cannot be cancelled, changed, or combined. Please check your details carefully before completing checkout.
Dispatch & Delivery
Shipping times are estimated and not guaranteed. We always aim to dispatch quickly, but delays may occur due to customs or courier issues beyond our control.
Refunds
Refunds are issued only to the original payment method used at checkout. We cannot refund to a different account or payment option.
Sales & Discounts
Sale and promotional prices are time-limited. If you purchase before or after a discount period, the price cannot be adjusted.
All sale items are final sale and non-returnable.
Returns & Exchanges
Eligibility
Returns and exchanges are accepted within 14 days of delivery.
We do not accept returns or exchanges on:
- Sale or archive items
- Jewellery
- Undergarments or shapewear
How to Start a Return or Exchange
All returns and exchanges must be managed through our returns portal. [Click here](https://returns.itsrever.com/niihai) to start your return or exchange and enter your order number and email.
If you're in the UK or USA: the portal will generate a shipping label for you. Please note this label is not prepaid — the cost of the label, plus a processing fee, will be deducted from your refund (or charged separately for exchanges).
If you're outside the UK and USA: the portal does not provide a shipping label. You'll need to arrange and pay for your own return shipping. A processing fee will also apply to all returns and exchanges handled through the portal.
⚠ Return labels expire. There is a 14-day limit to register and send off your return, counted from the date of delivery — not from when your label is generated. Generating a label does not extend this window, so we recommend starting your return as early as possible.
Once we receive and inspect your item, we'll issue your refund for the product only (shipping costs and processing fees are non-refundable).
Condition
Items must be returned in original, unworn condition with all tags attached and in the garment's original package. We reserve the right to refuse returns that are damaged, worn, or not in acceptable condition.
For bikinis and swimwear, returns will only be accepted if the hygiene sticker has not been removed and all original tags remain intact.
Unauthorized Returns
Items sent back to us without first registering through the returns portal, returns sent after the 14-day window, items that don't meet our return conditions, or parcels sent without a valid tracking number cannot be confirmed or refunded. We always recommend starting your return through the portal.
We also can not accept responsibility for any items sent to us by mistake — including parcels intended for a different retailer or address. Our warehouse handles a large volume of parcels and we cannot guarantee that misdirected items will be identified or located. If a misdirected parcel is found, we will do our best to notify you, but it will be entirely the sender's responsibility to arrange and cover the cost of its collection from our warehouse. Nii HAi accepts no liability for misdirected parcels that are lost, damaged, misplaced, or cannot be located upon arrival.
Tracking & Customs
Tracking
Tracking details will be emailed once your order ships. We recommend keeping an eye on your parcel's progress so you're available for delivery.
Delivery Address
Please make sure your delivery address is correct before completing your order — we're unable to make any changes or redirections once your parcel is on its way.
We strongly recommend using your own home address. We do not ship to drop-off points, post offices, or courier collection lockers — please do not enter these addresses manually at checkout. If an order is shipped to one of these locations, we will not issue a replacement or refund, and any claim will need to be made directly with the courier.
If you choose to ship to a hotel, workplace, school, or any other non-residential address, please note that we cannot accept responsibility for parcels that are received by a third party on your behalf (such as reception or front desk staff), or that cannot be delivered because you are no longer present at that address. Delivery to non-residential addresses is at your own risk.
Undelivered Orders
If your parcel is returned to us due to unpaid customs, incorrect or incomplete address or
refused at delivery, it will not be re-shipped. We'll refund the item(s) only — shipping fees
are non-refundable.
Lost Parcels
If a parcel is confirmed lost by the courier, we'll send a replacement (subject to stock availability).
Refunds are not offered for lost parcels.
Customs Fees
Customs, import duties, and taxes are the customer's responsibility and are not included in the item or shipping price. Nii HAi is not responsible for these charges.
Faulty, Incorrect or Missing Items
Faulty or Incorrect Items
If your item arrives with a manufacturing fault, or you receive something different from what you ordered, please contact us at **help@niihai.co.uk**
Faulty items: each case will be reviewed individually and we'll work with you to find the best solution.
Incorrect items: within 15 days of receiving your order. After this period, we'll consider the order correct as delivered.
Please contact us directly — faulty and incorrect items are not handled through the portal. We'll guide you through the next steps.
Items Marked as Delivered but Not Received
If tracking shows your order as delivered but you haven't received it, please report this within 15 days of the delivery date shown. After this period, we'll consider the order successfully delivered.
If tracking shows your parcel is still in transit, lost, or hasn't been marked as delivered, please get in touch and we'll review each case individually with the courier.
Replacements
We'll replace faulty, incorrect, or undelivered items where possible, depending on stock availability. If the item is out of stock and a replacement isn't possible, we'll issue a full refund instead.
Care Responsibility
We can't accept responsibility for damage caused by not following wash or care instructions.