SHIPPING & RETURNS
SHIPPING
We offer free worldwide express shipping on orders above €500 with DHL (unless specifically agreed otherwise). You will receive a shipping confirmation email with delivery details once your order has been delivered to the courier.
DELIVERY
Orders will take up to 48hrs to be processed in our systems. In any event, we will deliver the goods to you within 7 to 14 working days of the day on which we accept your order. Deliveries are sent during normal business hours between Monday and Friday. Deliveries can be expected between 2-4 business days from the time of shipment within Europe and between 3-5 business days for international shipments. In case of any delay to processing times, you will be notified by email. Please contact our Customer Care team at mnmlbynana@gmail.com for any special requests regarding urgent orders and delivery times and our team will do our best to accommodate your request. MNML by NANA cannot be held responsible for delays in shipments caused by any circumstances beyond our control.
TAXES AND DUTIES
We ship to your destination on a DDU (Delivery Duty Unpaid) basis.
This means the prices displayed on the site are exclusive of all taxes and duties. When your order arrives at Customs, you are responsible for paying all import duties, customs, and local sales taxes.
Regulations for import duties and taxes vary from country to country. We have no control over these charges and we cannot predict their amount. Unless otherwise stated, our garment prices and shipping costs are exclusive of all import duties and taxes.
REFUSED DELIVERY
If an order is refused at delivery you will not be refunded shipping costs and any duties and taxes incurred. We strongly urge you to review your order prior to shipment.
EXCHANGES
MNML by NANA gladly accepts exchanges for:
• A different size of the same product
• A different product
To start an exchange, please email mnmlbynana@gmail.com within
7 days from receiving the order and our Customer Care team will guide you with the next steps.
Once we receive and inspect the initial order back to our warehouse,
we will ship the exchange item to your address.
All exchanges are subject to availability of the new Product requested. Products may be exchanged only once. Customised (made to measure), pre-ordered items cannot be returned or exchanged.
RETURNS
Please contact mnmlbynana@gmail.com to start a return. Our team will provide you with instructions on where returns should be shipped.
Returns are limited to the below criteria only:
• Product Defect: Claim must be submitted upon delivery. Claim will be reviewed, and Product must be verified as defected by a representative of the Company. Return approval will be sent by email.
• Lost Shipment: Shipment tracking must be confirmed by the shipping company that the parcel is lost.
• Wrong Product: Product received that does not match with the initial order and is not available in stock.
If any of the above cases mentioned apply, you may return or exchange the product(s) within seven (7) calendar days starting from the day of receipt of the product(s), by sending an email at mnmlbynana@gmail.com
For further clarification, you can check our terms and conditions.
Final sale items cannot be returned or exchanged.
REFUND
Refunds will be sent through the same payment method used for the order, once the return has arrived to our warehouse and has been checked and approved. Credit card refunds may take up to 10 business days before showing up, due to varying processing times among payment providers. Please note that shipping costs are not refunded. You can contact our customer support team for any enquiries at mnmlbynana@gmail.com
TERMS OF RETURN & REFUND
To be eligible for return or exchange, items must be in original condition and must not have been worn outside, altered or washed. All tags must remain in place. Every garment shipped has a tag attached. Once this tag has been removed, the garment is no longer returnable. Please note items received outside of the specified returns period will not be accepted. Once the items have been received they will undergo a quality review. Once cleared, you will either receive your new item (for exchanges) or refund at purchase price directly to the method of payment used for purchase.
Transport expenses (and any customs duty, if applicable) arising from the return of the goods shall be borne exclusively by the Client. Until confirmation of receipt by the Company is given, liability for transport shall be borne solely by the Client.
If the goods are damaged in transit, the Company (MNML by NANA) will notify the Client, in order that the Client may promptly lodge a complaint against the courier that was used and obtain appropriate compensation; the product shall then be made available to the Client, at the same time as cancelling the request for termination; MNML by NANA will not be liable in any way for damage, theft or loss that occurs during or as a result of a shipment made for the purposes of returning goods.
In any case, the Client will not have the right for refund should we discover any of the following:
• that the returned product and/or its accessories, and/or its packaging are not intact.
• that the product is without its external package and or the original internal packaging
• that the product is missing some of its integral parts and/or accessories (for eg., fastenings, ties, buckles, etc.).
If the return does not meet the conditions listed, the package will be sent back to the sender. This applies both, to return and exchange requests.