Client Care

Shipping & Returns

Last updated: October 2026

At Nakiso London, we want you to be completely satisfied with your purchase. If for any reason you are not, we offer a straightforward returns process.

1. Delivery

2. Returns Window

You have 14 days from the date you receive your order to return it for a full refund, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

3. Conditions for Return

To be eligible for a return, the item must be unused, unopened, and in its original packaging with all seals intact, in the same condition as when you received it, and accompanied by proof of purchase (your order confirmation email or receipt).

Please note: for hygiene reasons, we cannot accept returns on perfume or body care products that have been opened, unsealed, sprayed, or used. This is standard practice across the fragrance industry and is in line with UK consumer law exemptions for sealed goods.

4. Faulty or Damaged Products

If you receive a faulty, damaged, or incorrect item, please contact us within 48 hours of delivery at hello@nakisolondon.com with your order number and a photograph of the issue. We will arrange a replacement or full refund, including return shipping costs, at no expense to you. Your statutory rights under the Consumer Rights Act 2015 are not affected.

5. How to Return

To begin a return, email us at hello@nakisolondon.com with your order number and the reason for return. We will send you return instructions and a return address. Please pack items securely to prevent damage in transit. We recommend a tracked delivery service, as we cannot be responsible for items lost in return transit.

6. Return Shipping Costs

For standard returns (change of mind), the customer is responsible for return shipping costs. For faulty, damaged, or incorrect items, Nakiso London will cover the return shipping costs.

7. Refund Processing

Once we receive and inspect your return, we will notify you by email. If approved, your refund will be processed to your original payment method within 14 days. Please allow 3–5 additional working days for the refund to appear on your statement, depending on your bank or card provider.

8. Exchanges

We do not currently offer direct exchanges. If you would like a different product, please return the original item for a refund and place a new order.

9. Made to Order Items

Some Nakiso London products are made to order and may take up to 3 weeks for delivery. Made-to-order items are eligible for our standard returns policy once received — you have 14 days from delivery to return an unopened, unused item. You may also cancel a made-to-order item at any time before it has been dispatched for a full refund. If your item has already entered production, we will contact you to discuss options.

10. Gift Sets and Discovery Sets

Gift sets and discovery sets may be returned as a complete, unopened set only. Individual items from a set cannot be returned separately.

11. Contact Us

For delivery and returns enquiries:

We aim to respond to all returns enquiries within 24 hours.