Policies

SHIPPING POLICY

The customer will have the alternative of selecting what type of shipping they want for the delivery of their products. The company will provide the information related to the postal service, including estimated delivery dates and costs. The customer will be responsible for the shipping costs.

The company will not be responsible for damages caused by the postal service or during the delivery process. It will not be responsible for the faithful and strict compliance with shipping dates and will not be bound by any guarantee for these purposes.

The company will be responsible for shipping costs only in cases where the company determines that there has been damage or manufacturing defects and grants a product replacement.

WARRANTY POLICY

If you wish to consult changes to this Policy, you can do so in your Virtual Consultation.

We want you to be satisfied with your purchase on our website. That is why we guarantee:

• Dedicated customer service.

• The faithful compliance with the processing time. We guarantee that your order will leave our service center within 24 hours of completing the order.

• The fidelity of the representation. We make a great effort to promote visual material that constitutes a true and faithful representation of the products we offer. In addition, we include descriptions of the products so that you know the manufacturing material and the measurements, according to the information provided by the manufacturer. This way we increase the probability of your satisfaction.

 

CANCELATION POLICY

Purchase transactions on our Site are final, when collection is completed through the bank transaction. Once the bank transaction is approved, we process your order within 24 (number of hours) hours.

If, within the period from when you make the order until we process the order for shipping, you understand that you do not want it, you can request a cancellation by sending an email to: info@nanaandnannieshop.com

The email should include the following information:

  • Name of person who made the order.
  • Mailing address, email and phone number of the person who is canceling the order.
  • Order number.
  • Date when order was made.
  • Part number.
  • Description of the product/service.
  • Reason for cancellation.

 

Cancellations will only proceed if the order has not been shipped. Once the order is shipped, we do not make cancellations.

Once the cancellation is determined, we will grant a store credit, which you can use within the following 90 days. No refunds will be made. The company will process the cancellation request and once it is proceeding, a credit will be granted for the same amount of the transaction.

If you will grant refunds, replace the previous paragraph with this one. If you will not use the following paragraph, please discard it:

Once we determine that the cancellation proceeds, we will request the financial institution in charge to make the refund, and cancel the transaction. From the moment we request the cancellation or refund, the banking institution will be responsible for the money refund. For these purposes, we cannot guarantee the period of time that the refund will be reflected in the customer's account. Refunds will be made to the same payment method that was used by the client. The client may choose to receive a credit. When the customer chooses a store credit, the company will process the request and once it is determined, a credit will be granted for the same amount of the transaction.

Credits will be valid for 90 days.

We STRONGLY recommend looking at the sizing guidelines outlines in the product description before purchasing.  

POLICY FOR DAMAGED OR MANUFACTURED DEFECTED PRODUCTS

If you wish to consult changes to this Policy, you can do so in your Virtual Consultation.

All products leaving our facilities are thoroughly vetted. We strive so you may have a positive shopping experience. If you receive a damaged product, in its original packaging, you must write us an email immediately to info@nanaandnannieshop.com  Emails received after 24 hours from which the order was received, will not be considered for the purposes of this policy.

The email should include the following information:

  • Name of person who made the order.
  • Mailing address, email and phone number of the person who is making the request. Return.
  • Order number.
  • Date when order was received.
  • Part number.
  • Description of the product.
  • 2 Photos of reason for return, if applicable. 

Damages covered by this policy, are not those that could have been suffered during shipping.

 

The damages covered are those of manufacture only and the product must be intact, without use, without odors, without marks of any external agent including but not limited to lipsticks, ink, paint, and must show no evidence of washing or any other alteration that is not exclusively a manufacturing damage.

Defects or manufacturing damages will be evaluates by our team and the decision of approval for an exchange or credit, will be at our sole discretion.

The product must be returned within a maximum term of 48 hours from the date that the order was received and the customer will cover the shipping costs. If we understand that it is indeed a manufacturing defect, we will exchange the product, and cover the shipping costs of the replacement. If the customer receives a credit, they will be responsible for sending the products they purchase when using the credit.

Credits will be valid for 90 days.