1. Return Policy – Change of Mind

At NASSY, we endeavour to provide thorough and accurate product descriptions, complete with detailed sizing and colour guides. However, we understand that things don’t always go as planned. If you have any questions about sizing or need further assistance before making a purchase, please feel free to reach out to us at customercare@nassy.com.au.

If you’re uncertain about the size, we recommend opting for a larger one, as your little one will continue to grow! For more sizing guidance, feel free to check out reviews from our friendly customer community.

If you decide to return an item for a size or colour change, we are happy to offer NASSY store credit for the value of your original purchase. Returns must be made within 14 days from the date of delivery.

2. Store Credit

To initiate a return, please send the item(s) back to us with your order number and any relevant details. Once the returned items are processed at our warehouse, we will issue a store credit for the original purchase price, which can be used for a future purchase of a different size, colour, or item.

Please note that we do not offer direct exchanges, only store credits. Due to the high demand for our products, we cannot guarantee that the same size or colour will be available when your return arrives at our warehouse.

3. Using Your Store Credit

Once your store credit is processed, it will be emailed to you in the form of a gift card. To use the credit, simply apply the provided code at checkout, and the value of the card will be deducted from your total. Be sure to enter the code before finalising your order.

How to Return an Item for Store Credit:

  1. Initiate the Return: Email us at customercare@nassy.com.au to let us know you wish to return your item. Include your order number and details of the return (size, colour, etc.).
  2. Prepare the Item: Ensure the item is unused, unworn, and in new condition, with all original labels attached. Items with animal fur or strong odours (e.g., smoke, dampness, etc) will not be accepted.
  3. Return Shipping: You are responsible for the shipping cost of returning the item. Please pack the item securely to prevent damage during return shipping.
  4. Return the Item: Send the returned item to us using Sendle, DHL, Australia Post, FedEx or a standard postal delivery. Please note, we are not responsible for missing returns. Ensure the order number is included with the return for easy processing.
  5. Store Credit Issued: Once the returned item is received and inspected, we will issue a store credit for the original purchase price. You will receive a gift card via email, which can be used for future purchases. The store credit will be applied to your order at checkout.

4. Return Conditions

  • Sale and Promotional Items: Items purchased during a sale or promotional event are final sale and cannot be returned unless they are faulty.
  • Return Period: Items must be returned within 14 days from the delivery date (excluding faulty items). Any returns received outside this window will be returned to the sender at the sender’s cost. Please inspect your items as soon as they arrive to ensure that you can process any returns within the allotted timeframe.
  • Non-Returnable Items: For hygiene reasons, the following items cannot be returned for store credit: underwear, socks, hats & bonnets, slippers, hair bows/ties, and all hair accessories.
  • Condition of Return: Returned items must be unused, unworn, and in new condition with original labels attached. Items with animal fur, strong odours (e.g., cigarette smoke, dampness, etc), or damage will not be accepted.
  • Return Shipping: The cost of returning an item is the responsibility of the buyer.

5. Faulty Items

If you receive a damaged or faulty item, we are committed to addressing the issue in accordance with Australian Consumer Law. Please follow these steps:

  1. Contact Us: Email us immediately within 48 hours of receiving the parcel at customercare@nassy.com.au with a description of the fault.
  2. Return the Item: Send the faulty item to us, following the instructions provided. We cannot process a return until we have inspected the item.
  3. Inspection and Outcome: Once we receive the item, we will inspect it. If the item is found to be faulty, we will offer a replacement (if available) or issue a refund.

If the item is determined not to be faulty, you can choose to have it returned at your expense or we can dispose of the item and offer NASSY store credit for your order.

If the item is confirmed to be faulty, we will cover the return shipping costs.

6. Returning Faulty Goods

  1. Include your name and order number with the return to ensure we can process it efficiently.
  2. Return faulty items via tracked courier. Tracked courier ensures your parcel is safely returned and allows us to process your return once the item is received.

We are not liable for any returns that do not arrive at our warehouse, and we can only process returns once the items are received and inspected.

Please contact us before returning any faulty items. Items damaged during shipping must be reported to us within 48 hours of delivery.

7. Additional Notes:

  • Return Processing Time: Once your returned items are received, please allow 2–7 business days for us to process your return and issue your store credit.
  • Customer Support: If you have any questions regarding returns, exchanges, or need assistance, please don’t hesitate to reach out to us at customercare@nassy.com.au. Our team is happy to help!
  • Consumer Rights: Our change of mind return policy does not affect your rights under the Australian Consumer Law or any other relevant consumer laws. If you receive an item that is faulty or does not match the description, your consumer rights remain protected.