Refund Policy
Refund policy
We love our customers and want you to love your purchases without the stress of being stuck with an item you don't like. We understand the difficulties of shopping online and will ensure to provide top notch service so you will always be happy shopping with us!
Return Policy
NightPalz will accept, for return or exchange, items that are purchased off our website within 30 days of the purchase under the following conditions:
- There is no visible signs of damage
- All original packaging is intact
- Any sign of damage will compromise the NightPalz guarantee
Item(s) cannot be returned or exchanged after 30 days of purchase.
Several types of goods are exempt from being returned. We also do not accept products that are intimate (under-garments) or sanitary goods, hazardous materials, or flammable liquids or gases.
To complete your return, we may require a receipt or proof of purchase (order confirmation email) with your order number.
For all returns of exchanges please contact hello@nightpalz.com and provide them with your order number and reason for return or exchange. They will handle your request based on the rules stated in this page.
Exchanges (if applicable)
For all returns of exchanges please contact hello@nightpalz.com and provide them with your order number and reason for return or exchange. They will handle your request based on the rules stated in this page.
Return Shipping (if applicable)
You will be responsible for paying for your own shipping costs for returning your item.
If you are shipping an item over $75, please consider using a track-able shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item as well as the approval or rejection status of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment.
Late or Missing Refunds (if applicable)
There is often some processing time between financial institutions before a refund is posted (between 2-3 days is normal). If you still have not received your refund after this time-frame, please send us an email at hello@nightpalz.com and allow us the opportunity to investigate the matter further.
Gifts
Follow instructions above for returning online orders. If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a digital gift certificate will be emailed to you.
Damaged Items
If you receive a damaged or defective item, please submit a request to our email team hello@nightpalz.com
If you do not report the damage to us within this 48 hour period, we may not be able to honor your claim. We utilize the timestamp information from the tracking link and delivery confirmation from the carrier when reviewing damage or return requests.
Feedback
We would love to hear your feedback, questions, or any concerns. Please feel free to email us at hello@nightpalz.com to let us know how we are doing. We take your feedback very seriously and are always striving to improve.
FAQs
How can I contact NightPalz?
You can email us at hello@nightpalz.com where our customer service team will be happy to help you with whatever you need!
Do you ship worldwide?
Yes, we ship worldwide and use the worlds leading global logistics companies.
Where do you ship from?
We ship from Hong Kong.
Can I change or cancel my order?
As we aim to process orders as fast as possible, you must request any changes/cancellations within 12 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX).
When will my order be processed?
All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
How long will it take to receive my order?
Due to high demand, orders may take between 2-4 weeks to arrive.
What if I don't receive my order?
If you don't receive your order within 30 days after shipping, you are eligible for a full refund.
Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in GBP, US Dollars & Canadian Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
How do I return an item?
Please contact us at hello@nightpalz.com
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.
If you have any more questions please contact us and our friendly customer support team will be happy to help you, we are available 24/7 on the email address below.
hello@nightpalz.com