Shipping & Returns

Track your order

RETURN POLICY

We offer free 30-day returns on unworn garments for eligible U.S. orders. At this time, returns and exchanges are only available for U.S. customers.
To start a return or exchange, click here. Once initiated, you'll receive a prepaid return label via email. Print it, attach it to your package, and drop it off with the designated carrier. Please don’t combine items from multiple return requests in one package as it may result in delayed processing times. For exchanges, a new order will be placed once we receive your return.

  • Returns and exchanges are currently only accepted for U.S. orders. To initiate a return or exchange, click here.
  • Shipping and tariff fees are non-refundable.
  • Items marked as “final sale” cannot be returned or exchanged.
  • For health and safety reasons, we don’t accept returns on briefs.
  • Holiday gift sets are final sale and non-returnable because they are limited-edition products and contain briefs.
  • Hygienic liner must be attached on swimsuits and swim bottoms.
  • If an item in your order arrives damaged or defective, please contact hello@neiwai.life and our customer service team will assist you.

Once you begin the returns process, you will receive a prepaid shipping label via email. Print your shipping label, affix it to your return package, and drop it off at the carrier specified on the return label. To ensure smooth processing, please do not combine items from separate return requests in the same package. If you are doing an exchange, we'll create a new order once we receive your return.

To ensure your return process goes smoothly, please remember:

  • The item must be unworn, unwashed, unaltered, clean, free of lint and hair, undamaged, and in its original packaging with all tags attached.
  • Keep all tags attached to unworn garments.
  • Prevent makeup, deodorant, perfume, and smoke from contacting garments. 

We reserve the right to refuse the return if it does not meet the above criteria.

Gift Returns: If you received NEIWAI as a gift and didn’t end up loving it, you can return your products for store credit. To start a gift return, have the original order number and gifter's email address and go to our return portal. Send us an email if you'd like some recommendations on how to put your store credit to good use.

SHIPPING POLICY

If all items are in stock, your order will be shipped within 2–3 business days from the time you placed it. Depending on the items in your order, your shipment may come from both US and international locations. Due to this, you may receive multiple packages for one order. If your order contains both pre-order and in-stock items, we will ship the in-stock items first and ship the pre-order items once they are back in stock. The estimated wait time for each pre-order item is stated on the product page. Shipments are not made on weekends and federal holidays. You can also click here to view the tracking status of your shipment(s).



USA:

Orders of $50 or more from our local US warehouse qualify for complimentary shipping. For orders that do not meet the $50 minimum, a flat rate shipping fee of $10 will be applied to your order total.

Your order may arrive in multiple shipments, and you'll receive a separate email notification for each one. If part of your order ships from our overseas warehouse, please note that tariff fees will apply and will be calculated at checkout. These shipments may also take a few extra days after arriving in the U.S. to move through domestic distribution centers. During this time, tracking updates may be limited.
We appreciate your patience and kindly ask that you allow up to 3 weeks for final delivery to U.S. addresses. You can check the latest status of your order anytime by tracking your shipment here.

Some products cannot be shipped to Alaska, APO/DPO/FPO addresses, U.S. Protectorates/Territories, Puerto Rico, Guam, Alaska, and the Virgin Islands. Shipping to US protectorates, territories, and military addresses will incur international shipping fees. Fees and product restrictions will be detailed at the shipping stage of checkout.

Canada:

Canadian orders are shipped Delivered Duty Paid (DDP) and applicable duties and taxes will be collected at checkout. Duties and taxes will be calculated on the original retail value of products, prior to any markdowns or promotions.

 

Other International Destinations:

International shipping options and fees are detailed at checkout. Please note that duties and taxes are not included in shipping fees.

Once orders arrive in their destination country, they may be subject to customs clearance procedures, which may cause delays beyond the original delivery estimates. Customers are responsible for paying duties and taxes assessed by the customs authorities of the destination country of their order."

Have more questions? Click here to connect with one of our team members!