Returns and Exchanges

How much time do I have for returns and exchanges?

For domestic and international orders, you can request a return or exchange within 14 days from the delivery date.

How do I start a return?

Returns can only be made via www.nu.com.tr; returns cannot be initiated from the NU mobile app. You select the relevant products from your order and create a request within 14 days. It is sufficient to state your reason as "SIZE EXCHANGE" or "RETURN" in the notes section. After your request is approved, your package will be collected by a courier from your address with the return code sent to you.

In what condition should the item I am returning be?

Products must be returned unused, with all tags attached, in their original condition and original packaging. Returns of products that have lost their original form, are damaged, or have missing parts will not be accepted. NU reserves the right to reject returns that do not meet these conditions.

How should I prepare the item I'm returning, and where should I send it?

After completing your return request on our website, you can send the product by observing the following conditions:

  • The product must be sent with its invoice (all copies including the 2nd copy), original box, original packaging, accompanying documents, and all accessories. Returns are only accepted for unused products that are still in resalable condition.
  • Please do not affix shipping labels or use duct tape on the original box; otherwise, the return process cannot be completed.
  • Products damaged by the user (e.g., drops, impacts) cannot be returned.

Shipping address: NU Tekstil ve Konf. Ürün. San. ve Tic. A.Ş. — Gürsel Mah. Akgüllü Sok. No:7 Çağlayan/İstanbul. You can also send it via Hepsijet.

Which products are excluded from returns or exchanges?

Standard returns are not applicable in a few cases:

  • Returns and exchanges are not accepted for hygiene-sensitive products (swimwear, bodysuits, underwear, etc.).
  • Returns and exchanges are not accepted for items produced under special order.
  • For accessories (necklaces, belts, hats, bags, bracelets, etc.), only size exchanges are possible; no refunds are given.
What's the situation with the season finale and final sales figures?

No refunds are issued for items covered by final sales, such as season closures, outlet items, and Garage Sale items. For these products, you may opt to receive a store credit for your next purchase or make a size exchange.

When and how will I receive my refund?

Once the returned product is found to be compliant with the conditions, the refund process is sent to the bank within 3 business days of its arrival at our warehouse. The amount may take 3-7 business days to reflect on your card, depending on your bank's processing time. Refunds are only made via the original payment method.

Who pays for the return shipping?

For orders up to 15,000 TL with shipping paid, return shipping is covered by NU once. For orders of 15,000 TL and above, as shipping is already free, the return shipping cost is borne by the customer. The initial shipping fee is not refunded for returns.

How does extradition from the Middle East work?

Our products are delivered to your address, except for exceptional cases depending on regional customs procedures. To initiate your return process, you can create a return request on our website or write to us at customersupport@nu.com.tr.

LEGAL NOTICE: Why is ID information recorded during delivery?

In accordance with relevant legislation, cargo companies are obliged to record the recipient's identity information during delivery. This information is stored for at least two years in accordance with privacy principles and may be shared with authorized authorities when necessary. If identity information is not shared, the shipment cannot be delivered and will be returned to the sender.

How do I reach you with my questions?

For any questions regarding the return and delivery process, please contact us stating your reason: