Our return approach
Nera Upcycles is a small, craft-led studio. Most of our pieces are one-of-a-kind, vintage, or refurbished — so we try to describe and photograph them as accurately as possible. That said, we understand things can go wrong in transit or a piece may not be quite what you expected.
This page explains when returns are possible, what’s not returnable, and how to contact us.
Return window
If you would like to return an item, please contact us within 14 days of delivery at nensi@neraupcycles.com. We will confirm the return and give you the return address.
Items must be returned in the condition you received them and in secure packaging.
Items that cannot be returned
- Custom or made-to-order pieces (incl. colour changes, hardware swaps, special finishes)
- Heavily discounted / final sale items
- Items damaged after delivery due to use, storage, or handling
If you are unsure whether your item is returnable, just email us before sending it back.
Condition of returned items
Returned items must be well packed. Because many pieces are vintage or refurbished, damage in return transit can make the item unsellable. We therefore recommend using the original packaging where possible.
Refunds
Once we receive and inspect the returned item, we will process your refund. Refunds are issued to the original payment method. Depending on your bank/payment provider, this can take a few business days.
Shipping costs are generally non-refundable. Where the return is due to our mistake (wrong item sent, major undisclosed defect), we will of course make it right.
Damaged on arrival
If your order arrives damaged, please contact us within 48 hours of delivery. Include clear photos of:
- the damaged area
- the packaging (inside and outside)
- the shipping label
This helps us file a claim with the carrier and speed up a repair, replacement, or refund.
Exchanges
Because our items are mostly one-of-a-kind, we cannot always offer a direct exchange. We can, however, suggest similar pieces or reserve an upcoming piece for you.
Questions?
If you have a special situation (gift, staging, courier damage, international delivery), please reach out and we’ll look at it case by case.