Shipping & Returns

Track your order

RETURN POLICY

We offer free 30-day returns on unworn garments for eligible US orders.

  • Returns and exchanges are currently only accepted for U.S. orders. To initiate a return or exchange, click here.
  • Shipping 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:

  • Products must be in new and unused condition in the original packaging.
  • Keep all tags attached to unworn garments.
  • Prevent makeup, deodorant, perfume, and smoke from contacting garments. 

We reserve the right to refuse returns on items that do not meet our hygiene and health standards.

In-Store Returns: Living in or visiting NYC? We accept returns at our store located at 260 Elizabeth Street (for store hours please visit this page). The same return policy applies to in-store returns. 

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 portalSend 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:

All orders of $50 or more 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.

Please note: Your order may arrive in separate shipments. You will receive a separate email notification for each shipment. Shipments fulfilled from our overseas warehouse may be delayed for a few days after the package arrives in the US and typically pass through several US distribution centers before they're transferred to your local carrier for final delivery. During this period, there may not be frequent updates to your tracking number. We kindly ask you to allow 3 weeks for final delivery.

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!