Return and Refund Policy

Our return and refund policy ensures that we take utmost care of our customers and you have a seamless shopping experience with us.

 

As our items are custom-made, please note we do not provide refunds or exchanges once the order is confirmed unless the item is damaged or defective upon arrival.

 

If you receive a damaged or defective customised merchandise, please let us know within 24 hours of receiving the product. Here’s our process for returning or getting a refund on such items:

Initiate a Return

Returns are accepted for items that are damaged, defective, or incorrectly personalised.

 

To initiate a return, please contact our customer service at enquiries@nanyangexpress.org  within 24 hours of receiving the merchandise. Please provide your order number, a detailed description of the issue, and photographic evidence if applicable.

 

Our customer service team will assess your request and provide further instructions on returning the item.

Conditions for Returns

  • The item must be unused, unworn, and in the same condition as when you received it.
  • Original tags and packaging must be intact.
  • Proof of purchase is required for all returns.

Exclusions

  • Customised merchandise that has been approved by the customer for production cannot be returned or refunded unless it is damaged, defective, or incorrectly personalised.
  • Items purchased during clearance or sale events are final sale and cannot be returned.

Refund Process

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If the return is approved, a refund will be processed to the original method of payment within 14 business days.

Shipping Costs

Shipping costs for returning the merchandise are the responsibility of the customer unless the return is due to our error or a defective product.

Exchange Policy

We do not offer exchanges for customised merchandise. If you would like a different item, please initiate a return for the original item and place a new order.

Cancellation Policy

Orders for customised merchandise cannot be cancelled once they have entered production. Please review your order carefully before confirming.

Need help?

If you have any questions about our return and refund policy, or if you need assistance with a return, please contact our customer service team at enquiries@nanyangexpress.org.

 

Note: This return and refund policy is subject to change without prior notice. Please review this page periodically for any updates or revisions. We sincerely apologize for any inconvenience caused and thank you for your understanding. We are always committed to delivering top-quality merchandise, and we appreciate your support in allowing us to correct any issues you have encountered.

Nanyang Express