Refund policy

Return & Refund Policy

Last Updated: July 2026

At Nemali Couture, every garment is thoughtfully handcrafted and, in most cases, tailored specifically for each customer. Because of the personalized nature of our products, we maintain a limited return and refund policy.

We kindly request that you read this policy carefully before placing your order.

Returns

As the majority of our garments are made to order, we do not accept returns for:

  • Change of mind
  • Incorrect size selected by the customer
  • Incorrect measurements provided by the customer
  • Color preference after delivery
  • Delay caused by courier partners or unforeseen circumstances
  • Minor variations in embroidery, prints, lace placement, handwork, or fabric texture that naturally occur in handcrafted garments

Each piece is individually stitched and cannot be resold as a new product.

Exceptions

We will gladly assist you if you receive:

  • A wrong product
  • A product with a manufacturing defect
  • A damaged product caused during transit

If you believe your order qualifies under one of the above conditions, please contact us within 3 days of delivery.

Mandatory Unboxing Video

To help us investigate claims fairly, a continuous unedited unboxing video is mandatory.

The video must clearly show:

  • The parcel before opening
  • All sides of the package
  • The shipping label
  • The sealed package
  • The entire opening process without any cuts or pauses
  • The product inside

Claims submitted without a complete unboxing video may not be eligible for review.

How to Report an Issue

Please email us at:

📧 nemalicouture@gmail.com

Include:

  • Order Number
  • Full Name
  • Clear photographs
  • Continuous unboxing video
  • Description of the issue

Our team will review your request within 1–3 business days.

Return Shipping

If your request is approved:

  • We will provide return instructions.
  • Currently, Nemali Couture does not offer reverse pickup services.
  • Customers are responsible for securely shipping the approved return unless otherwise advised by our support team.
  • We strongly recommend using a trackable courier service.

Please retain your courier receipt until your return has been successfully received.

Nemali Couture cannot be held responsible for packages lost during return transit.

Returns sent without prior approval will not be accepted.

Exchanges

Since most garments are custom-made, exchanges are generally not available.

However, if we have shipped the wrong item or the product has a verified manufacturing defect, we will, at our discretion:

  • Replace the product, or
  • Repair the product, or
  • Offer store credit, or
  • Issue a refund where a replacement is not possible.

Refunds

Refunds are only considered under the following circumstances:

  • Wrong item delivered
  • Verified manufacturing defect
  • Product damaged during transit (supported by a valid unboxing video)
  • Order cancelled by Nemali Couture before production begins

Once your returned product has been received and inspected, we will notify you regarding the outcome.

If approved, refunds will be processed to the original payment method within 7–10 business days.

Depending on your payment provider or bank, it may take additional time for the refund to appear in your account.

Custom-Made Products

As every custom-made garment is stitched exclusively for the customer, customized or made-to-order products are not eligible for return, exchange, or refund, except in cases of verified manufacturing defects or incorrect products delivered.

Color & Handmade Variations

Our garments are handcrafted with great care.

Please note that slight variations in:

  • Color shades
  • Embroidery placement
  • Prints
  • Lace placement
  • Handwork
  • Fabric texture

are natural characteristics of handcrafted products and are not considered defects.

Additionally, actual product colors may vary slightly due to photography lighting, monitor settings, and screen resolution.

Order Cancellations

Orders may be cancelled only before production begins.

Once tailoring or customization has commenced, cancellations are generally not possible, as the garment is being created exclusively for you.

Contact Us

If you have any questions regarding your order, please contact us:

Email: nemalicouture@gmail.com