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Refund policy

Last updated: October 2, 2026

Return window

You may request a return or exchange within 7 calendar days of delivery. This period will never be shorter than the 5 business days granted by Article 56 of the Ley Federal de Protección al Consumidor for online purchases.

Condition of items

To be accepted, items must be unworn, unwashed, unaltered, free of makeup, perfume or deodorant marks, with all original tags attached and in the original packaging. Because pleated garments can lose their shape if mishandled, we inspect every return. Items that do not meet these conditions will be sent back to you at your cost and no refund will be issued.

How to start a return

  1. Email info@nicolettaoficial.com within the return window with your order number, the item(s) and the reason.

  2. We will reply with return instructions and the address. Returns sent without authorization will not be accepted.

  3. Ship the item within 5 business days of our authorization, with tracking. We recommend insuring the package; we are not responsible for returns lost in transit.

  4. Once we receive and inspect the item, we will confirm by email.

Return shipping costs

You pay return shipping, and original shipping costs are not refundable, unless the item is defective or we sent the wrong item.

Refunds

Approved refunds are issued to the original payment method within 5 to 10 business days after inspection. Your bank may take additional time to post it. For international returns, you pay return shipping and any customs fees charged on the return.

Exchanges

Exchanges for a different color or style are subject to availability, and are limited to one exchange per order. If the new item costs more, you pay the difference; if it costs less, we refund the difference. We cover the cost of sending the exchanged item within Mexico.

Final sale

Items marked "Final Sale," sale items, and custom or made-to-order pieces cannot be returned or exchanged for change of mind. This does not affect your legal right to cancel an online purchase within 5 business days of delivery, nor your rights if an item is defective.

Defective or incorrect items

If you receive a defective or incorrect item, email us within 7 calendar days of delivery with photos. We will offer a repair, replacement or full refund, including shipping costs. Natural variations in handmade pleating, texture or color are not defects. This does not limit your rights under Mexican consumer law.

Not accepted

  • Items worn, washed, altered or damaged after delivery

  • Items without original tags or packaging

  • Returns requested after the return window

  • Returns sent without our authorization

Authorized returns not sent

If you do not ship an authorized return within the stated time, the return request is canceled and no refund is issued.

Chargebacks

Please contact us before disputing a charge with your bank. If a chargeback is filed for an item delivered as described, or before completing this process, we will provide the bank with order, delivery and correspondence records to dispute it.