Refund policy

Return & Refund Policy

At Nastya's Bags, we want you to be happy with your purchase. If you are not completely satisfied with your order, you may be eligible to return it under the terms below.

30-Day Returns

You have 30 days after receiving your order to request a return.

To be eligible for a return, your item must be:

Unworn and unused
In the same condition in which you received it
With all original tags attached
In its original packaging
Accompanied by your receipt or proof of purchase

To request a return, please contact us at nastyasbag@gmail.com before sending anything back.

Return Address:

20 WENLOCK ROAD LONDON ENGLAND N1 7GU

Please do not send an item back without contacting us first. Returns sent without prior approval may not be accepted.

Return Shipping

For standard returns due to a change of mind, the customer is responsible for the return shipping costs unless otherwise required by applicable law.

If you receive an incorrect, defective, or damaged item, please contact us before returning it. If the issue is confirmed, we will provide appropriate instructions and cover the applicable return shipping costs where required.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as you receive it.

If your item arrives damaged, defective, or you receive the wrong item, contact us at nastyasbag@gmail.com as soon as possible and provide:

Your order number
A description of the issue
Clear photos of the item and packaging

We will review the issue and work with you to provide an appropriate solution, which may include a replacement, repair, or refund, depending on the circumstances and applicable consumer protection laws.

Non-Returnable Items

Certain items may not be eligible for return where permitted by applicable law, including:

Personalized or custom-made products
Items that have been worn, used, washed, altered, or damaged after delivery
Items returned without their original packaging or tags, where these are required for the return

Sale items are not automatically excluded from legally required return or refund rights. Where applicable law gives you a right to cancel or return an order, that right still applies.

Gift cards are non-refundable unless required by applicable law.

Exchanges

We do not offer direct exchanges.

If you would like a different item, the fastest option is to return the original item, if eligible, and place a new order for the item you want.

European Union – 14-Day Right of Withdrawal

If your order is delivered to a country within the European Union, you generally have the legal right to cancel your purchase within 14 days of receiving the goods, without giving a reason.

To exercise this right, please contact us within the applicable 14-day period at nastyasbag@gmail.com.

The item should be returned without undue delay and, where applicable, in a condition that allows us to verify that it has not been unnecessarily used or damaged.

You may be responsible for the direct cost of returning the goods when you exercise the right of withdrawal, provided that you were informed of this before placing your order.

The 14-day right of withdrawal does not apply to certain exceptions provided by applicable law, including goods made to the customer's specifications or clearly personalized goods.

Nothing in this policy limits any mandatory consumer rights that apply to customers under the laws of their country.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If your refund is approved, it will be issued to your original payment method.

Please allow up to 10 business days for us to process an approved refund. Your bank or payment provider may require additional time to post the refund to your account.

For EU orders where the statutory right of withdrawal applies, refunds will be processed in accordance with applicable law.

If you have not received your approved refund after 15 business days, please contact us at:

nastyasbag@gmail.com