Return & Refund Policy

We want shopping with Nicole Tom to feel clear and worry-free. This policy explains when items can be sent back and how refunds work. By ordering from our website, you confirm that you've read and accepted the conditions below.

1. How Long You Have to Return

You can request a return on eligible items up to 30 days after your order is delivered, as long as every condition in this policy is met.

2. What an Item Needs to Qualify

Before a product can be returned, all of the following must be true:

  • It hasn't been used, worn, or damaged
  • It's returned exactly as it arrived
  • Every original tag, label, and piece of packaging is still attached and included
  • The request is made inside the 30-day window
  • Our support team has approved the return before it's shipped

Trying an item on briefly to check size or fit — the way you would in a store — is fine. Wearing or using it beyond that is not.

3. Items We Can't Accept Back

Some products aren't eligible for return, including:

  • Items with a broken or removed hygiene seal
  • Custom or personalized pieces
  • Goods damaged through misuse or careless handling

For hygiene reasons, underwear, shapewear, and bras can't be returned once the hygiene seal has been opened.

4. Return Shipping and Restocking Fee

Once your return is approved, it needs to be shipped to the warehouse address our team gives you.

The customer covers:

  • The full cost of return shipping
  • Choosing a carrier that can handle customs clearance
  • Any customs duties, taxes, or other charges
  • Filling in the customs paperwork correctly

Nicole Tom can't be held responsible for returns that are delayed, refused, or lost because of customs issues or incorrect shipping.

Restocking fee. A 15% restocking fee applies to every approved return, covering the cost of inspecting, handling, and restocking the goods. The same fee applies to packages returned unopened, orders refused at delivery, and parcels that go unclaimed and come back to us automatically.

Exception: if an item arrives faulty or damaged, the restocking fee and return shipping costs will be waived after review.

5. Where to Send Returns

Returns may only go to the address our support team provides once your request is approved. Parcels sent anywhere else can't be accepted or processed.

6. Starting a Return

To begin, email our support team at info@nicoletom.com with:

  • The item(s) you'd like to return
  • Why you're returning them
  • Photos of the product (required if it's damaged or incorrect)
  • Your full name and shipping address
  • Your order number

We'll reply with the next steps within 12–24 hours on business days (Monday–Friday).

7. Cancelling an Order

Orders can be cancelled within 30 minutes of purchase. After that, the order moves into processing and can no longer be cancelled. Once it's delivered, you can request a return under this policy.

8. How Refunds Are Handled

After your returned item reaches us and has been inspected:

  • We'll let you know the result
  • If it's approved, the refund goes back to your original payment method

Refunds are completed within up to 10 business days, depending on your bank or payment provider. Please note:

  • The 15% restocking fee is deducted where it applies
  • Original shipping charges aren't refundable
  • Any optional insured shipping chosen at checkout isn't refundable either

9. Discounts and Partial Returns

If your order used a promotional discount — such as a bundle or buy-more-save-more deal — and you return only part of it, your refund may be adjusted. Discounts are recalculated based on the items you keep rather than what you originally bought.

For example, if returning items means the order no longer qualifies for the original promotion, that discount is removed and the refund is recalculated on the new total. Refunds are always based on the final order value after these adjustments. Return shipping stays the customer's responsibility, and the 15% restocking fee may still apply.

10. Store Credit

In some cases, and at our discretion, we may offer store credit as a discount code instead of a refund. Store credit issued this way:

  • Is non-refundable
  • Can be issued only once per order
  • Can be used toward a future purchase on our website
  • Can't be exchanged for cash or moved to another order

11. Failed Delivery or Wrong Address

If a parcel comes back to us because the address entered at checkout was wrong or incomplete, we may either:

  • Reship it once the parcel returns to the warehouse and the correct address is confirmed, or
  • Offer store credit as a goodwill gesture, depending on the situation

If returned items are no longer in their original condition, a reduction in value may apply.

12. Changes to This Policy

Nicole Tom may update or amend this policy at any time. Changes take effect as soon as they're posted on the website.

13. Contact Us

Questions about this Return & Refund Policy? Our support team is happy to help:

📧 info@nicoletom.com

14. Business Details

Store name: Nicole Tom

Company name: Sa Collective LLC

Registration Number: 42-3368597

Business Address: 25 Prospect St, Watertown, Massachusetts 02472, United States.

Warehouse Address: Building 4, 4th Floor, 58 Baiye Road, 523000 Guangdong, China

Contact us here: https://nicoletom.com/pages/contact

Email: info@nicoletom.com

Phone: +1 (659) 220-3819

Customer Service Hours:

Monday to Friday: 9am - 6pm (ET)

Saturday and Sunday: Closed