Refund policy

RETURNS & EXCHANGES

Yes, we offer returns for products. We have a 10-day return policy from the date the goods are received. If 10 days have passed, we cannot offer a refund or exchange—no exceptions.  

If you change your mind, we recommend trying to re-sell the item on a Facebook Marketplace for polewear or to friends at your studio before returning it.  

 

1. RETURNS POLICY

Before returning, ensure your items meet these conditions:  

  • All items must be unused, unworn, and unwashed (no odor, makeup stains, signs of wear, or deodorant stains).  
  • Items must be in original packaging with all labels attached.  
  • Products must be in perfect condition.  
  • Bottoms must be tried on with underwear—any marked bottoms will be refused for return or exchange.  
  • You must fill in our Return Form and include it in the parcel. Returns without a form will be rejected.  
  • Your name and order number must be included in the return package, or we cannot process your refund.  
  • Customers are responsible for all return shipping costs.  
  • Items purchased on sale or with a discount code are considered final sale and cannot be refunded. However, certain discounts, such as subscription codes and thank-you codes, do not apply to final sale items.

If your order qualified for free shipping but is returned in full, the original shipping cost ($30) will be deducted from your refund.  

 

2. HOW TO INITIATE A RETURN

Step 1: Contact us at **nonapolewear@gmail.com** to request a return.  

Step 2: If your return is accepted, download the **Return Form** [here].  

Step 3: Fill in the Return Form, include it in your package, and send it back.  

 

3. INTERNATIONAL RETURNS (Outside Indonesia)

  • Complete the Return Form and include it inside the parcel.  
  • Attach a customs declaration form (available at the post office).  
  • Clearly mark the package as "Sample Goods" with a value of $1 per item on the customs form.  

Failure to do this may result in custom fees.

  • For refunds: Any customs duties charged to us due to incorrect labeling will be deducted from your refund. 
  • For exchanges: if the package is not value correctly and we are charged custom duties, the customer will be required to cover these fees before the exchange can be processed or shipped. 

 

4. SHIPPING YOUR RETURN

  • Complete the Return Form and include it inside the parcel.
  • Ensure your return is well packed, fully sealed, and clearly labeled.  
  • Tracked shipping is strongly recommended. We are not responsible for lost packages.  
  • Attach a customs declaration form (available at the post office).
  • Clearly mark the package as “Returned Goods” with a value of $1 per item on the customs declaration for customs clearance purposes.
  • Please note that return shipments remain the responsibility of the sender until they are received by us.

Return address is listed on the Return Form.  

 

5. RETURN & EXCHANGE PROCESSING TIME

  • Refunds: Allow 7 days for processing after we receive your return.  
  • Exchanges: Allow 7-10 days for processing. If the requested exchange item is out of stock, a refund will be issued instead.  

 

6. REFUNDS

Once we receive and inspect your return, we will notify you of approval or rejection. Approved refunds will be processed automatically to your original payment method. Please allow 5-10 business days for the refund to appear in your account.  

 

7. DAMAGED OR WRONG ITEMS

If you receive a defective, damaged, or incorrect item, contact us immediately at **nonapolewear@gmail.com** so we can resolve the issue.  


8. NON-RETURNABLE OR FINAL SALE ITEMS 

  • Items purchased on sale or with a discount code are considered final sale and cannot be refunded or exchanged.  
  • Gift cards and shipping costs are non-refundable.  
  • "Sales Corner" items are final sale. 

 

9. RETAIL VS. SALE PRICE EXCHANGE POLICY  

  • Items purchased at regular retail price cannot be exchanged for items currently on sale.  
  • Sale prices apply only to new purchases during the sale period and cannot be retroactively applied.  


10. RETURN DUE TO NON-COLLECTION OR CUSTOMS

A $20 handling and restocking fee applies to any order returned to us due to non-collection, cancellation after dispatch, or unpaid customs fees. This fee helps cover the costs of processing returns, handling international shipments, and preparing items for resale. Please note that original shipping costs are non-refundable, and the fee will be deducted from your refund total.

 

11. AGREEMENT TO RETURN POLICY

By initiating a return, the customer acknowledges that they have read and agreed to our return and exchange policies. Any returns not following these guidelines may be rejected or subject to additional fees.  

 

Thank you for your understanding. We are a small, independent business, and we do our best to make things as fair as possible for both our customers and ourselves. Unlike big corporations that can absorb the cost of free shipping and returns, we simply don’t have that luxury. Every return, exchange, and shipping fee directly impacts us, which is why we kindly ask for your support in following our policies. We truly appreciate your business and your understanding.