Returns & Exchanges

Our returns and exchange policy depends on the type of product you purchase.

See below for more detailed terms based on your specific purchase: 

In-Stock Products:

An exchange, credit note or refund can be made available if item(s) are returned within 14 days of receipt. Please contact our Customer Support Team (shop@nolagrey.co.uk) to arrange this. No refunds are offered on sale, limited edition, custom/made to measure products and samples, a exchange or credit note can be offered for the value of your order. 

Items must be in original condition free of makeup, marks and stains, and must not have been worn, altered or washed. Any tags must remain in place. We suggest all items are tried on as soon as they are received to ensure you can exchange items within our specified timeframe. Please try on the item after a shower to avoid contact with moisturiser, deodorant or makeup. Additionally, please try on your robe and veil on clean, carpeted or tiled flooring.  

In the unlikely event of manufacturing fault, return postage will be reimbursed by Nola Grey upon receipt and assessment of Nola Grey item(s) will be carried out by the team. However, in the event of a change of heart, you will be liable for any additional postage to return your item and the purchase of the new and any additional cost of the new order. 

Once the item(s) has been returned to Nola Grey, it will be inspected for approval and processing for a return, exchange or credit note. Exchange products will not be sent under any circumstances prior to the return of the original order. 

Standard Made-to-Order Products:

Made-to-order products have a lead time of 3/4 weeks for production. We accept free exchanges for made-to-order items. However, if you wish to cancel or return your order after 5 days of payment, a cancellation fee of 10% of the total value of the products will be applied. This fee covers administration, lace allocation, pre-production, and pattern preparation associated with your order. 

Bodysuits and Lingerie Sets:

For hygiene reasons, we do not accept returns or exchanges for bodysuits and lingerie sets. We encourage customers to carefully review size guides and product descriptions before making a purchase. If you are unsure about your sizing, please contact our customer support team and we will be happy to assist you with your order. 


Made-To-Measure and Custom Products:

Due to the personalised nature of custom and made-to-measure products, we do not accept returns or exchanges for these items. Each piece is specially crafted to your specifications, making it unique to you.

If you purchase a Made to Measure or a customs product, you can cancel your order up to 5 days after the purchase date and receive a full refund. 

If you cancel your order between 6 and 14 days from purchasing your product, the cancellation fee will be 50% of the product value.   This covers the cost of administration, lace allocation, pre-production and pattern preparation associated with your order. After 14 days you will be unable to cancel you order. 

You are unable to make any changes your order after 7 days post purchase regardless of the dispatch date.  

We ask that you ensure your measurements are correct, and we do not take responsibility for any adjustments or alterations needed to be made on your item (unless it is a genuine manufacturing fault).  

In the unlikely circumstance you have concerns regarding the fit of your robe once received, you must contact our Customer Support Team (shop@nolagrey.co.uk) within 5 business days of receiving your order. 

All items undergo high-grade professional quality control to ensure fabrics and manufacturing are of the highest standard. We highly recommend you try your items on as soon as you receive it. If for any reason there is a genuine assessed manufacturing fault, postage will be reimbursed by Nola Grey.  

To assess any alleged manufacturing fault, you will be required to provide updated measurements and images for our production team to make an assessment before the product is returned. There may be further requests to determine any alleged manufacturing fault after the item has been received by Nola Grey. 

Once the Made To Measure item(s) has been returned or the information required for assessment has been received by Nola Grey, it will be inspected and an assessment will be made. The Customer Support team will communicate in regard to the best resolution for any genuine manufacturing faults.  

If, following the inspection, there is deemed to be no fault in manufacturing, the product(s) will be returned at the cost of £10 (GBP)

Any replacement items will not be sent under any circumstances prior to the return of the original order. 

If you have any questions or concerns regarding our returns and exchanges policy, please don't hesitate to contact us. We're here to help make your shopping experience enjoyable and hassle-free.