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 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.
USA:
We ship orders to 48 contiguous states. We currently CANNOT ship to PO BOX, APO/FPO addresses. U.S. Protectorates/Territories, Puerto Rico, Guam, Hawaii, Alaska, and Virgin Islands.
We offer Free Shipping for all US orders $50+, a flat rate of $10 for all US orders less than $50. Orders with standard shipping typically arrive within 1- 3 weeks depending on the shipping location and destination.
International:
We offer Free Shipping for all orders of $300+ that are shipping OUTSIDE the U.S.
For international orders under $300, we offer a discounted flat rate of $25 for Canada orders and a flat rate of $40 for all other countries.
*Once orders arrive in their destination country, they may be subject to customs clearance procedures which may cause delays beyond original delivery estimates. Duties and taxes are assessed by customs and are the responsibility of the customer.
RETURNS POLICY
We offer FREE returns on any unworn or defective garments for all US orders. Your satisfaction is NEIWAI's top priority - whether it's 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 you begin the returns process, we will send a shipping label via email for you to print. You can drop off your return at any Fedex location. 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 with final sale cannot be returned or exchanged.
* Returns and exchanges are currently only accepted for U.S. orders.
* If an item in your order arrives damaged or defective, please contact hello@neiwai.life and our customer service team will assist you with replacing or crediting the damaged items.
* Shipping fees are non-refundable.
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/washed/dyed/altered 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!