SHIPPING & RETURNS
RETURNS/REFUNDS/SHIPPING POLICIES
EXCHANGES
Unfortunately, we are unable to offer exchanges of any of the House of Nkoli product items. Items may sell out while the requested exchange is returned and processed. We encourage you to return the original item, and go to HouseofNkoli.com to purchase the correct item in a new order.
RETURNS
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund.
Returns can only be made for House of Nkoli - NKOLI fashion accessories. Several types of goods are exempt from being returned: Any House of Nkoli - Nkoli Skin Food product item.
Additionally, the following items cannot be returned:
- House of Nkoli Membership
- House of Nkoli Gift Cards
- Product Samples
- Nkoli fashion accessories that were originally purchased as part of a set
At House of Nkoli, we believe in our products and its principle, we love and enjoy our customers as part of the House of Nkoli family. We do our best to ensure your satisfaction. All you have to do is return the items within 30 days of your purchase. Only products purchased on HouseofNkoli.com that are eligible for a return may be returned for a full refund in that 30-day period. Unfortunately returns are not allowed on any pop-up shop purchases.
Returns on items eligible for returns are accepted within 30 days of receipt. Items must be returned unopened/unused, with tags, in their original packaging. To return an item follow the directions below:
With Return Label attached (or if you don’t have the Return Label): Mail to
HOUSE OF NKOLI
365 West 125th Street
Suite # 3130
NYC, NY 10027-9998
DAMAGED ITEMS
When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the items in your shipment, please contact House of Nkoli here or call us at 646.470.9785, Monday – Friday from 5PM – 8PM and Saturday 10am -2pm {EST}. Our customer care representatives will be happy to respond back to you.
CANCELLATION POLICY
Please bear in mind that our order-fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, we cannot change, or do price adjustments or cancel an order once it has been submitted.
REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then a refund will be issued once we have received your returned items. Any items that are damaged when we receive them are not eligible for refund. Refunds do not include any shipping or handling charges, except in the case of faulty or damaged items. If approved, your refund will be processed and credited to the original form of payment used for the original transaction – within a certain amount of days based upon the date we received your items. The refund will be in the amount of the Product price less at the shipping and handling charges.
NOTE: Store credit cannot be issued in lieu of refund. You must place a new and separate order if you choose to place an additional order.
SALE ITEMS
Only regular priced items may be refunded, unfortunately sale or discounted items cannot be refunded, nor store credit issued. ALL SALES ARE FINAL. House of Nkoli does not accept returns, exchanges or refunds on sale items. Please note: House of Nkoli reserves the right to refuse all returns.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at customercare@HouseofNkoli.com.
SHIPPING POLICY
Orders placed after 2:00pm EST will be processed the next day. * Business Days are Monday – Friday, 10am – 6pm, and Saturdays, 10am -2pm {EST}; excluding federal holidays within the United States. Orders will not ship on New Year’s Day, Martin Luther King Day, President’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and Christmas Day. Orders received on Saturday and Sunday will be processed on the following business day.
To return your product, see our Returns section above.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Please Note: We will reimburse any standard shipping costs for eligible product items that have been returned as damaged or faulty – that have we have inspected and have also been determined and deemed such.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
ORDER AND SHIPPING CONFIRMATION
You will receive an email confirmation once your order has been successfully placed–it will include your order number and shipping method. Please make sure your shipping address is correct as we are unable to redirect goods once they are on route to you.
Orders can take up to 3 business days to be processed and shipped. Once your order is prepared for shipment you will receive a shipping confirmation email with your tracking information.
WHERE WE SHIP
We currently ship to U.S. addresses including Alaska, Hawaii and U.S. Territories. We do not ship to PO Boxes/APO/FPO addresses.
Currently we only ship in the United States. We are currently seeking to expand our international presence.
SHIPPING COSTS
For a limited-time only: Get free shipping when you spend $200+.
