Politique de remboursement

STAYING SAFE DURING COVID-19

Our thoughts and well wishes are with everyone affected by COVID-19. During this period, all narroclothing.com orders are being processed and fulfilled in a safe and timely fashion, at a facility where the highest level of health & safety measures are applied.

 

Returns & Exchanges

Exchanging or returning an item is so easy.

We have a 28-day return policy, which means you have 28 days from the date of receiving your item to request a return.

To be eligible for a return, your item(s) must be in the same condition as received, unworn and unused, with tags attached, and in the original packaging. You’ll also need the receipt or proof of purchase as well as the order number. 

The items you wish to return are your responsibility until we receive them. 

That is why we strongly recommend getting insurance for the value of the items you are returning, and obtain proof of postage.

 

Returns 

 

We do hope you’re happy with your purchase. If for any reason you wish to return or exchange all or part of your order, please see below.

To start a return, you can contact us at orders@narroclothing.com.

  • Returns can be made within 28 days of the receipt of your order.
  • Items must be unworn with the original tags attached.
  • If you are returning your whole order, we will refund the cost of your items. We do not however reimburse the shipping cost.
  • We can only accept returns for purchases made on our website.
  • Please send your return to the address below using a trackable service and ensure you keep proof of postage until after your refund has been processed. We cannot be responsible for lost mail.

Address for returns:

NARRO CLOTHING

Str. Bruxelles nr. 2A

Interfon 2, Etaj 3, Apartament 2

011788

Bucharest

ROMANIA

If your return is confirmed and accepted, we’ll email you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Plus, returns that do not meet our policy will be sent back to you.

To ensure your return is covered by our returns policy and reaches us promptly, items must be returned from the same country to which they were delivered. Orders sent back from a different destination may incur additional charges or be delayed by customs.

Please note: only items from the same order can be returned together in one package. You should not put together items from different orders to avoid any mishandling or delays in processing.

By keeping your parcel tidy and as instructed, your return will be processed more easily and your refund should be issued more quickly.

However, if our order arrived in separate packages, you can of course pack them and ship them to us together!


You can always contact us for any return question orders@narroclothing.com.

 

Need A Different Size?

If you wish to try another style, simply return it for a credit refund and purchase the new item separately.

 

COVID-19 MESSAGE

With the current situation and in order to meet customer expectations, if you are currently returning any item(s) please bear with us. As part of our great team are working remotely, returns are currently taking a little longer than the usual. We thank you dearly for your patience during these unprecedented times.

 

Late Returns

Your item(s) should be sent back to us within 28 days of receiving you order. Returns outside this timeframe may be accepted at the discretion of NARRO and may only be refunded as a store credit.

 

Gift returns

To arrange a gift return, please email us for further assistance.

 

 

Exchanges

You have 28 days from receiving your order to create your exchange.

Exchanges can be made only for different sizes of the same item. If you wish to exchange an item for a different style please request a refund following the process described here and purchase the new style in a separate order, to make sure you get exactly what you want.

If you do want to exchange an item for a different size or colour you have 28 days from when you received your parcel. Simply post it to our returns address, with a note on the invoice of the new item you’d like and also email us the information on your note.

We’ll do the exchange when your item reaches us – don’t worry; you won’t need to pay postage again. 

Your exchange order will be placed once you’ve submitted your request and should arrive within  7-14 business days, from the day your order is processed and shipped - depending on where you're located and on customs, where applicable.

 

Refunds

Returns must be sent back within 28 days of receiving your order for a full refund.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved, you can choose to receive your refund either as store credit to your NARRO account with a refund or back to the original payment method.  

  • For exchanges or if returning part of your order, the original delivery cost will not be refunded.
  • Refunds will only be processed to the original payment method/card.
  • A refund will be issued back to your original payment method within 5-7 business days of receiving your return, if not earlier.
  • If you still haven't received it after the indicated 5-7 working days, please contact us orders@narroclothing.com.
  • Once your refund has been processed, a refund confirmation will be sent to the email address provided at checking out.
  • Please note that original shipping fees are not refundable.

  • Please remember it can take some time for your bank/financial institution or credit card company to process and post the refund. During the current situation they may require additional time to process the refund to your account, so please consider that also.

     

    ADDITIONAL QUERIES

    Damages and issues    
    Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We strongly advice taking photographs/video and sending the proof to us, in the very rare occasion that a damaged parcel arrives.

    Exceptions / non-returnable items
    Custom products (such as special orders or personalized items), cannot be returned. We also do not accept returns for hazardous materials. Please get in touch if you have questions or concerns about a specific item.

    Returning or cancelling a pre-order

    If your purchase isn’t right for you, you can return or exchange your pre-order within 14 days of receipt. Simply email us orders@narroclothing.com to request a return or contact our Customer Care team for assistance on +447463482609.

    If for any reason you need to cancel your order, please contact Customer Care, who can look into this for you.

    On the rare occasion that we are unable to fulfil your pre-order item, we will let you know and issue you with a refund. If you have ordered other items, we will still send them to you.


    Still have questions? You can always contact us at orders@narroclothing.com.