Refund policy

We want you to love your Nylro crochet clothing. If you're not completely satisfied, we're here to help.

Please carefully read this policy and after that you can visit our Request a return page to start your request.

Shipping & Returns
We currently ship to UK addresses only. This policy applies to all orders delivered within the United Kingdom.

Return Window
You have 30 days from the date of delivery to request a return.

UK Consumer Rights
Under the UK Consumer Rights Act 2015, you have the right to return items within 14 days of receiving your order for a full refund, no reason needed. We extend this to 30 days as part of our customer satisfaction guarantee.

Eligibility for Returns
To be eligible for a return, items must meet the following conditions:

- Unworn and unwashed with all original tags attached
- In original packaging
- Free from any signs of wear, damage, or alterations
- No makeup, deodorant, or perfume marks
- Proof of purchase (order confirmation or receipt) required

Due to the delicate nature of crochet clothing, we inspect all returns carefully to ensure items are in resalable condition.

How to Start a Return

1. Contact us at contact@nylro.com within 30 days of delivery
2. Include your order number and reason for return
3. We'll provide return instructions and confirmation

Returns must be sent to:
15 Camden Passage, London N1 8EA, United Kingdom

Return Shipping Costs
- Faulty, damaged, or incorrect items: We cover return shipping
- Change of mind, wrong size, or style preference: Customer pays return shipping
- We recommend using tracked shipping for your protection

Items sent back without prior approval will not be accepted.

Damaged, Defective, or Incorrect Items
Please inspect your order upon arrival. If your crochet item is:
- Defective or damaged during shipping
- Incorrect item or size
- Missing components

Contact us immediately at contact@nylro.com with photos of the issue. We'll arrange a replacement or full refund at no cost to you.

Non-Returnable Items
The following items cannot be returned:

- Custom or made-to-order crochet pieces
- Items marked as "Final Sale"
- Items without tags or in non-original packaging
- Items showing signs of wear, washing, or damage
- Swimwear or intimates (for hygiene reasons) unless faulty

Exchanges
We don't offer direct exchanges. To get a different size or color:

1. Return your original item following the process above
2. Place a new order for your preferred item
3. This ensures you get your replacement faster

Refunds
Once we receive and inspect your return:

- We'll email you to confirm approval or rejection
- Approved refunds are processed to your original payment method within 3 business days
- Your bank or card issuer may take an additional 5-10 business days to post the refund

If 15 business days have passed since we approved your return and you haven't received your refund, please contact us.

Care Instructions for Crochet Clothing
To keep your items in returnable condition:
- Do not wash before deciding to return
- Store in a cool, dry place
- Keep away from sharp objects that could snag the crochet
- Avoid contact with makeup, perfume, or deodorant

Questions?
For any questions about returns or refunds, contact us:

Email: contact@nylro.com

Address: 15 Camden Passage, London N1 8EA, United Kingdom

Phone: +44 7537177410

Hours: Monday to Friday, 9:00 AM – 6:00 PM (UK Time)