Returns Policy
At a glance
You have 30 days from the delivery date to request a return or exchange. Items must be unused with tags attached. We cover return shipping if we made an error; for change-of-mind returns, you cover return shipping. Start by emailing [email protected] with your order number, photos, and your preferred resolution.
Return window: 30 days from the delivery date
What qualifies for a return
We accept returns when the product does not meet the order you placed or arrives with a material issue.
- Defective or damaged on arrival
- Wrong item shipped
- Wrong size shipped (different from what was ordered)
- Significantly different from the description or photos
Item condition we require
To keep quality consistent for every customer, returned items must be in resalable condition.
- Unused and unwashed
- All original tags attached
- In original packaging where possible
Proof and photos
Clear documentation helps us resolve your request quickly.
- Well-lit close-up of the issue (defect, damage, or mismatch)
- Photo of the size/content tag
- Full front and back photos of the item
- Outer packaging photo if shipment damage is suspected
How to request a return or exchange
Send us the details first—don’t ship anything back until your return is approved.
- Email [email protected] with your order number in the subject line.
- Tell us the reason (from the list above) and whether you prefer a refund or an exchange.
- Attach the required photos and a brief description of the issue.
- Wait for our confirmation with next steps. We typically reply within 1–2 business days.
- If approved, follow the return instructions provided. For our-error cases, we will issue a prepaid label; otherwise, please use a trackable service of your choice.
Who pays for return shipping
Responsibility depends on what went wrong. See the comparison below.
| Our error (defective, damaged, wrong item/size, significantly different) | Change of mind (fit, preference, ordered wrong size/color) | |
|---|---|---|
| Return shipping cost | Paid by nobomedia | Paid by customer |
| Original shipping fee | Refunded | Not refunded |
| Exchange outbound shipping | Paid by nobomedia | Paid by customer |
Items we cannot accept
For hygiene and quality assurance, some returns are not eligible.
- Used, worn, washed, or altered items
- Items missing original tags
- Items damaged after delivery due to use or care not following instructions
- Minor cosmetic variations such as slight color differences due to display settings or natural fabric texture
Exchanges
Prefer a different size or color? We’ll help if stock is available.
- Request an exchange in your email and note the desired size/color.
- Availability is not guaranteed until approved by our team.
- Our-error exchanges: we cover return and replacement shipping.
- Change-of-mind exchanges: you cover return shipping and the new outbound shipping.
- If an exchange is unavailable, we’ll process a refund instead after inspection.
Refund timing
Once your return is received and inspected, we move quickly.
- Refund issued within 5–7 business days after the item arrives and passes inspection
- Funds typically appear on your statement within 5–10 business days (depending on your bank or card issuer)
- No restocking fees
- Original shipping is refunded only when nobomedia is at fault
Approval and communication
We’ll confirm approval and instructions by email from [email protected]. Expect a response within 1–2 business days. Only ship returns to the address provided in your approval email so we can track and process your request correctly.
Need help? Email [email protected]. Mail correspondence: Qui Lân 3, Thạnh Quới, Vĩnh Thạnh, Cần Thơ.