Returns and refunds
Cancelling an order
Orders go to our suppliers quickly, so cancellations must reach us within 2 hours of ordering. Email info@shopNUMENA.com with the subject line Cancel, Order # followed by your order number. If your email arrives within 2 hours and the order has not yet been fulfilled, we will cancel it and refund you in full, even if our confirmation reaches you later. Once an order has been fulfilled it cannot be cancelled.
Do we accept returns?
We do not accept returns for change of mind. Our products ship directly from our suppliers, who do not accept them back. Please check sizes, ingredients and product details before you order. If anything arrives damaged, defective or incorrect, we will make it right, as set out below.
Damaged, defective or wrong item
Tell us within 7 days of delivery by emailing info@shopNUMENA.com with the subject line Damage Claim, Order # followed by your order number. Photos are required. Send photos of the item, the shipping box it arrived in, and the shipping label. If the outside of the box is damaged, photograph it before you open it.
We review the photos and reply within 2 business days. We will replace the item or refund it in full, shipping included, and in most cases we will not ask you to send it back. This applies to opened skincare and personal care products too, where the fault is ours or our supplier's. Please do not wait, as our suppliers hold us to a short reporting window.
Refunds go to the original payment method within 5 business days of approval. Your bank may take a further 5 to 10 business days to show it.
Delivery address
Please check your address at checkout. We cannot refund or replace an order sent to an address entered incorrectly, or one returned to our supplier as undeliverable.
Contact
info@shopNUMENA.com
shopNUMENA, Austin, TX 78731
We reply to damage claims and general questions within 2 business days. Using the subject lines above helps your message reach the right place quickly.