Returns and Refunds Policy
Last updated: 14 September 2026
Thank you for shopping with Nuala Dublin.
In this Returns and Refunds Policy, we set out the terms for returns, refunds, exchanges, replacement deliveries and cancellations of items purchased from us.
Please read this policy carefully before each purchase.
1. Returns
At Nuala Dublin, we accept returns of eligible items within 30 days of receiving the goods.
If you would like to return an item, please contact us by email beforehand.
For items sent back without contacting us beforehand, the return may not be accepted in some circumstances.
This policy describes our voluntary right of return. It is in addition to, and does not limit, your statutory right to cancel, described on our Right to Cancel page, or your statutory rights if an item is faulty.
Contact for returns:
2. Return conditions
For a return to be accepted, all of the following conditions must be met:
The return request is made within 30 days of receiving the goods.
The item is unworn, unwashed and unaltered.
The item shows no damage, stains, odours or signs of use.
Product labels, accessories, parts, instructions, packaging, etc. are all present.
The item has not been damaged, soiled or lost while in your possession.
The product page does not expressly state “excluded from exchange/return”.
The return request has been sent to us by email beforehand.
We decide whether a return is possible after inspecting the condition of the returned item.
3. Sale and reduced items
Sale items, reduced items and promotional items can also be returned, provided they meet the return conditions of this policy.
However, a return cannot be accepted for items that are expressly marked on the product page as “excluded from return”.
4. Items excluded from return
Returns and refunds cannot be accepted for the following items:
Items that have already been used
Items that have been washed, altered or repaired
Items that have been damaged, soiled or lost while in your possession
Items with missing labels, accessories, packaging, etc.
Items for which a return is requested more than 30 days after receipt
Items marked on the product page as excluded from return
Items sent back without contacting us beforehand
Items sent to an address other than the return address we provided
5. Faulty, damaged or incorrectly delivered items
If an item has a defect present from the outset, is damaged, has been delivered incorrectly or is missing from your order, please contact us within 48 hours of receiving the goods.
Please send us the following information with your enquiry:
Order number
Name on the order
Email address on record
Description of the problem
Photos showing the condition of the item
In the case of damage, photos of the packaging as well
We will look into the matter. If a defect, damage or incorrect delivery is confirmed, it will generally be resolved by sending the item to you again.
We will cover the usual costs of the replacement delivery.
If a replacement delivery is not possible because of stock levels or for other reasons, we will inform you of an alternative solution.
Your statutory rights
We are legally obliged to supply goods that are in conformity with the contract. If an item is faulty or not as described, you have the following rights under the Consumer Rights Act 2022 in addition to this policy. Within 30 days of delivery, you can reject the item and receive a full refund. Instead, you can ask us to repair or replace the item. You can choose between repair and replacement unless your choice is impossible or disproportionate, and the remedy will be provided free of charge, within a reasonable time and at our expense, including the cost of taking the item back. If repair or replacement is impossible, is refused, is not carried out within a reasonable time, does not solve the problem, or the fault is serious, you can ask for a price reduction or, unless the fault is minor, end the contract and receive a refund. A fault that appears within 12 months of delivery is presumed to have existed at delivery. You can bring a claim for faulty goods for up to six years. These rights also apply to sale items.
Contact:
6. Return procedure
If you would like to return an item, please proceed as follows:
1. Send a return request by email
Please contact us at the following email address with the subject line “Return”.
2. Provide the required details
Please be sure to include the following information in your email:
Order number
Your name
Email address used for the order
Your address
Name of the item you wish to return
Reason for the return
For damage or defects: photos
3. Wait for our reply
After checking the return conditions, we will let you know the next steps and the return address.
Please do not send the item back before you have received our reply.
4. Send the item to the return address provided
Please send the item you are returning to the return address we give you by email.
The return address may differ from the sender address from which the item was delivered.
Please be sure to use the return address we give you by email.
7. Return shipping costs
Where an item is returned for reasons for which the customer is responsible, the customer bears the cost of return shipping.
Returned items must be sent to our central warehouse in Asia, the address of which we will give you.
In this case, return shipping costs, shipping fees, customs charges and any other costs connected with the return are generally borne by the customer.
In some circumstances, we may not be able to accept items returned without postage paid.
8. Notes on returning items
Please note the following points when returning items:
Be sure to send the item to the return address we provide.
Pack the item appropriately so that it is not damaged.
We recommend using a trackable shipping method.
Keep the tracking number for your return.
We accept no liability for loss, damage or delay during return shipping.
Please do not send the item back to the sender address.
Returns must be sent only to the return address we give you by email.
9. Refunds
Once the returned item has arrived at the return address we provided, we will inspect its condition.
If it is confirmed that the return conditions are met, we will normally review the return within 7 working days and initiate the refund.
Refunds are generally made to the payment method used for the order.
How long it takes, after the refund has been processed, for the amount to appear in your account or on your card statement depends on the card company, the payment service provider and the bank.
10. Non-refundable costs
The following costs are generally excluded from a refund:
Return shipping costs
Costs of additional shipping options chosen by the customer
Costs of express shipping, special shipping or other additional services
Customs duties, import taxes and customs clearance fees
Damage caused by improper handling by the customer
Costs arising from loss, damage or delay during return shipping
Even for items with free shipping, the customer bears the return shipping costs incurred for a return.
11. Cancelling orders
We start preparing orders for dispatch as quickly as possible after they are placed.
For this reason, once an order has been placed, cancellation may only be possible before dispatch preparation begins.
If dispatch preparation or shipping has already begun, we can no longer accept a cancellation.
In this case, please follow the return procedure set out in this policy after receiving the goods.
If you wish to cancel, please contact us as soon as possible at the following email address:
However, even if you contact us in good time, we cannot guarantee a cancellation.
12. Returns for distance sales
We sell our items through an online shop.
We handle returns and cancellations of distance sales in line with the terms set out in this policy. If you exercise your statutory right to cancel, the rules on our Right to Cancel page apply.
Before making a purchase, please be sure to check whether a return is possible, the return period, the return shipping costs and the refund conditions.
13. Exchanges
If you would like to exchange an item, please contact us by email first.
We will decide whether an exchange is possible after checking stock levels, the condition of the item and the reason for the return.
If the item you would like is not in stock, a refund may be made instead of an exchange.
14. Refused delivery, extended absence and incomplete address
If a parcel is returned or cannot be delivered because of extended absence, refusal of delivery, an incomplete address, expiry of the collection period or similar reasons, the customer may have to bear the costs of re-delivery, return shipping and fees.
In this case, we will decide whether a refund is possible, and how much, after reviewing the condition of the goods, the shipping status and the costs incurred.
15. Contact
If you have any questions about returns, refunds, exchanges, replacement deliveries or cancellations, please contact us at:
Nuala Dublin
Email: info@tsubaki-kobo.com