At NL MODE LTD, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a simple and straightforward process for returns and exchanges. Please review our Returns & Exchanges Policy below to ensure you follow the correct procedure.
1. Return Eligibility
We accept returns and exchanges within 30 days of your purchase date. To be eligible for a return or exchange, the following conditions must be met:
The item must be in original condition—unused, unworn, and with original tags attached.
The item must be returned in its original packaging (if applicable).
You must provide proof of purchase (order confirmation or receipt).
Non-returnable items include:
Gift cards
Sale items
Intimate or personal care items (e.g., underwear, swimwear)
Please note that we cannot accept returns or exchanges for any of the above items.
2. How to Return or Exchange an Item
To initiate a return or exchange, follow these steps:
Contact Us: Email our customer service team at payment@nlmode.com within 30 days of receiving your order. Provide your order number, the item(s) you wish to return or exchange, and the reason for the return or exchange.
Return Authorization: After receiving your request, we will provide you with further instructions, including a return authorization number (if applicable).
Ship Your Return: Return the items to us within the return window using a trackable shipping method. The customer is responsible for the return shipping costs unless the item is defective or we made an error in fulfilling your order.
3. Refund Process
Once we receive your returned item(s) and confirm they meet our return policy conditions, we will process your refund. Refunds will be issued to your original payment method within 5–7 business days. Please note:
Shipping charges are non-refundable, unless the return is due to a mistake on our part or the item is defective.
It may take some additional time for the refund to be reflected in your account, depending on your bank or payment provider.
4. Exchanges
If you need to exchange an item for a different size, color, or style, please contact us within 30 days of receiving your order. We will provide instructions on how to return the original item and arrange shipment of the replacement item.
If the replacement item is of higher value, you will be charged the difference. If the replacement item is of lower value, we will issue a refund for the price difference.
5. Defective or Incorrect Items
If you receive an item that is defective or incorrect, please contact us immediately at payment@nlmode.com. We will offer a full refund or replacement for any defective or incorrect items, including shipping costs.
To facilitate the process, please provide:
Photos of the defective or incorrect item(s).
A description of the issue.
6. Return Address
Please send all returns to the following address:
NL MODE LTD
10 Maerdy View, Rhymney, Tredegar, Gwent
United Kingdom, NP22 5LH
Please note that we are not responsible for lost return packages. We recommend using a trackable shipping service to ensure the safe return of your item.
7. Order Cancellations
If you wish to cancel an order, please contact us immediately at payment@nlmode.com. Once an order has been processed or shipped, we are unable to cancel it. If your order has already been shipped, please follow the Returns Process outlined above.
8. Final Sale Items
Certain items, such as sale items, gift cards, and intimate or personal care products are final sale and are not eligible for return, exchange, or refund.
9. Customer Responsibility
We encourage customers to carefully review their order before completing the purchase. Please ensure that the items selected are correct and that the shipping address is accurate to avoid delays. If you realize that you made an error with your order, please contact us immediately.
10. Policy Updates
We reserve the right to update or modify this Returns & Exchanges Policy at any time. Any changes will be posted on this page, and the updated policy will be effective immediately upon publication. We recommend reviewing this policy periodically to stay informed about our return and exchange practices.
11. Contact Us
If you have any questions or concerns about our Returns & Exchanges Policy, or if you need assistance with a return or exchange, please contact us:
Email: payment@nlmode.com
Phone: +44 7480 886556