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Refund policy
Our promise
We want you to love what you ordered, and we want this to be easy. If something is genuinely wrong with your order, we will make it right, and you will not be left out of pocket on a problem that is ours. This page explains the situations we handle, what we need from you, and what happens in each case, so there are no surprises. Sheer hosiery and underwear are intimate apparel, so a few hygiene rules here are firm, and we hold them kindly. If anything is unclear, email and a real person will help.
Three situations, handled differently
Most requests fall into one of three buckets, and the right outcome depends on which one you are in:
- A NYLO-fault problem. The item arrived defective, damaged in transit, or we sent the wrong item. This is on us, and we cover it.
- A change of mind or sizing return. The item is fine, but you changed your mind or it is not the size you wanted. We accept these only while the item is unopened and sealed, for the hygiene reasons explained below.
- An intimate-apparel hygiene situation. The item has been opened, tried on, or worn. For hygiene, these cannot come back to us, and we explain how we still try to help.
Knowing which bucket you are in tells you exactly what to expect.
1. If your order is defective, damaged, or wrong (a NYLO-fault problem)
This is the case we cover, and we are glad to. A NYLO-fault problem means a genuine manufacturing flaw that is present when the item is first taken out of the package and before it has been worn (a fabric, knit, or seam fault), an item that arrived damaged in transit, or the wrong item shipped to you.
What we need from you, within 7 days of the delivery date shown by the carrier:
- A clear photo of the item, laid flat, next to its original packaging (the sealed sleeve it arrived in). For a wrong item, a photo of what you received next to the packing slip.
- Your order number.
- A short note on what is wrong.
Please inspect your order as soon as it arrives, before wearing it. The photo next to the packaging is how we match the pair to your order and log the fault with our maker or the carrier, which is part of how a small brand keeps quality high. One clear photo and your order number is all we need, and we move quickly from there. If a photo truly cannot show the issue, describe it in detail and we will look into it case by case.
How we resolve it: Once we have confirmed the issue, we will sort it out with you. Our standard remedy is a full refund of the price you paid for the affected item to your original payment method, or store credit if you prefer it. If you would rather have a replacement than money back, tell us and we will arrange one at no cost to you wherever we reasonably can. There is usually nothing for you to send back. Refunds on a confirmed defect are issued within 2 business days of confirmation and reach you in 5 to 10 business days depending on your bank.
2. Change of mind or sizing (an unopened return)
If you simply changed your mind, or the size is not what you wanted, you have 14 days from receiving your item to request a return, as long as the item is still unopened and in its original sealed packaging. Proof of purchase is required.
To start, email before sending anything back. If your return is accepted, we will share return instructions and the address. Items sent back without first requesting a return cannot be accepted. Once we receive and inspect the unopened item, we refund the amount you paid to your original payment method, typically within 5 business days of inspection. Your bank may take a little longer to post it.
Before your order ships, sizing is even simpler: if you need a different size and the order has not shipped yet, just tell us and we will change it on our side at no charge.
3. Opened, tried on, or worn items (hygiene)
Because this is intimate apparel, hosiery and underwear that has been opened, tried on, or worn cannot be returned or exchanged, for hygiene reasons. This is standard practice across the hosiery and intimate apparel industry, and it protects every customer.
Sheer hosiery is also delicate by nature. Runs and snags that appear during or after wear are not covered, because the fine fabric can catch on a nail, a ring, jewelry, or a rough patch of skin as the item is put on or worn. We recommend giving each pair a quick look before wearing and using the disposable gloves included with your order. Once an item has been worn, it is final sale. If you opened the wrong size, contact us anyway: we cannot take it back, but we will see what we can do to help.
International orders
We ship worldwide, and we are glad to have customers everywhere. A few things to know for orders shipping outside the US:
- For a verified NYLO-fault problem (a defect, damage, or the wrong item), we issue a full refund of the defect item(s) to your original payment method. We do not ship replacements outside the US, so for an international order the remedy for a defect is a refund. You do not pay to send anything back, and usually there is nothing to return.
- We do accept change-of-mind returns on international orders, as long as the item is unopened and in its original sealed packaging with proof of purchase. Return shipping outside the US is arranged and paid by the customer, and we are not able to provide a prepaid international return label yet. Once we receive and inspect the unopened item, we refund the amount you paid.
- Customs duties, taxes, and import charges are set by your country and are the customer's responsibility.
If your order has not arrived (lost or not received)
If your order has not arrived, please contact the shipping carrier as soon as possible. Once a package leaves us it is in the carrier's hands, and they are the only ones who can trace it or open a case, so we are not able to provide details on shipping-related issues ourselves. If the carrier confirms your package is lost or missing, email us your order number with the carrier's written confirmation attached, and we will make it right. For a US order that means a refund, store credit, or a replacement; for an international order it means a refund or store credit, since we do not reship outside the US. If tracking shows your order as delivered but you have not received it, please raise it with the carrier first as well.
Exchanges and size swaps
Want a different size or style after it arrives? If the item is still unopened and sealed, the cleanest path is a change-of-mind return (section 2) and a fresh order for the size you want. Email us first and we will walk you through it. Opened or worn items cannot be returned or exchanged, for the hygiene reasons in section 3.
Orders with more than one item
If only part of your order has an issue, we handle just that item. We refund or credit the price you paid for the affected item, and the rest of your order is unaffected. You never have to return items that were fine.
No restocking fees
We never charge a restocking or handling fee. An accepted return is refunded in full for the price you paid for the item.
How store credit works
When you choose store credit, we email you a credit code you apply at checkout on your next order. It never expires, but can only be used once on one order.
Subscriptions and recurring orders
If you are on a recurring plan, you can cancel any time. You can manage or cancel it yourself by logging into your account on our store, or email and we will cancel it for you. Either way, there are no future auto-purchases and no recurring charges. Any order that has not already shipped can be stopped. Once a recurring order has shipped, the standard return rules above apply to that shipment.
Final sale and exceptions
The following are final sale and non-returnable: any hosiery or underwear that has been opened, tried on, or worn (hygiene); sale items; and gift cards.
Made-to-order items can be cancelled for a full refund any time before they ship. Once shipped, the standard policy on this page applies.
EU and UK customers: the 14-day cooling-off period lets you cancel or return an order for any reason within 14 days, provided the item is still unopened and in its original sealed packaging with proof of purchase. Because this is intimate apparel, once the hygiene seal is opened that particular cooling-off exemption no longer applies, but your rights for a genuinely faulty item always stand.
How to start a claim or return
Email with your order number. For a defect, damage, or wrong item, include a clear photo next to the packaging and a short note on what is wrong, within 7 days of delivery. For an unopened change-of-mind or sizing return, just tell us and wait for return instructions before sending anything back. A real person reads every message, usually replies within one business day, and will tell you exactly what happens next. Every order is packed, and every reply is handled, with total discretion.