SHIPPING POLICY
We ship orders to all 50 states, including PO Box . We currently ship to APO/FPO addresses U.S. Protectorates/Territories except Puerto Rico, Guam, Alaska & Virgin Islands will be international shipping.
If all items are in stock, your order will ship within one week from the time you placed it. Current preorder items are expected to be in stock soon - orders containing preorder items will ship when all items are in stock and ready to ship. If you would like to receive currently in-stock items before preordered items, please consider placing two separate orders. Shipments are not made on federal holidays. Orders with standard shipping arrive within 1-7 business days. All deliveries are made by USPS.
We offer Free Shipping for all US orders $50+, a flat rate of $5 for all US orders less than $50 and a flat rate of $15 for express shipping within the US.
RETURNS POLICY
We offer FREE returns on any unworn or defective garments sold in our US store. At NEIWAI your satisfaction is our top priority - whether is the size, fit, color, or something else, if you're unsatisfied with your purchase we are happy to accept returns for 30 days after purchase. Feel free to use https://neiwai.happyreturns.com/ to initiate a return or an exchange. Connect with hello@neiwai.life for help in finding exactly the solution you need.
Once complete the returns process, we will send a shipping label via email for you to print. You can drop off your return at any Fedex locations. Once your package is scanned by Fedex, the refund will be issued either to your original account or as gift card, based on what you select during the process. Our team will take care of the rest! If you are doing an exchange, we'll create the order with your new items once Fedex scans your returned package.
If the item you are returning is eligible for an exchange, you may request an exchange during you process your return. To exchange for a different size or color in the same product, simply select your new choice from the drop down of the product page. If you do not see the size you are looking for, it may be unavailable in that style and color. Items marked Final Sale cannot be returned or exchanged. Returns and Exchanges are currently only permitted for U.S. orders.
To ensure you receive a full refund remember to:
• Keep all tags attached to unworn garments.
• For health and safety reasons, we don’t accept returns on briefs, undies or bodysuits.
• All swim bottoms and one pieces must be returned with the hygienic liner attached and untampered with.
• Remove jewelry before trying on lingerie. Our lingerie is made from fine fabrics which may snag and tear if not handled with care.
• Prevent perfume, smoke, and deodorant from contacting garments.
• Damaged items may not be returned.
We reserve the right to refuse returns on items that do not meet our hygiene and health standards.
CANCELLATION POLICY
Once an order has been placed, you have an one hour window to contact us at hello@neiwai.life to modify or cancel the order during our operation hours. If you are unable to cancel within that time frame, you may return or exchange your order after you receive it.
INCORRECT SHIPPING ADDRESS POLICY
Say you’ve moved and forgot to update your new address in autofill, misspelled a name or simply forgot to put in your apartment number - don’t worry, we can still make the magic happen! If you need to update the address on an order, contact us at hello@neiwai.life within one hour of placing your order. Unfortunately, if the new address is in a different country we cannot make changes once the order is confirmed.
Have more questions? Click here to connect with one of our team members!