Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be unopened and in its original sealed packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at support@nylo.us. Please note that returns will need to be sent to the following address: NYLO Inc, 333 West San Carlos Street, Suite 600, San Jose, CA 95110

If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@nylo.us.

Damages and issues

Please inspect your order upon reception and contact us within 7 days if the item is defective, damaged, or if you receive the wrong item. For defective products (runs, holes, or tears on first wear), please include a photo of the issue in your email. We will send a replacement at no cost and cover return shipping.

Exceptions / non-returnable items

Due to hygiene reasons, we cannot accept returns on hosiery or underwear that has been opened, tried on, or worn. This is standard practice across the hosiery and intimate apparel industry. We also do not accept returns on sale items or gift cards.

Made to Order Items

Made to order items may be cancelled for a full refund at any time before the item ships. Once shipped, the standard return policy applies.

Exchanges

The fastest way to ensure you get what you want is to return the unopened item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be unopened and in its original sealed packaging. You'll also need the receipt or proof of purchase.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us at support@nylo.us.