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Return Policy

    CAN I RETURN AN ITEM?

    We love our products and want our customers to be 100% satisfied with their purchases, but if this is not the case, you can initiate a return.

    Upon receipt of the item, e-mail us within 14 days for return instructions at clientservices@nvgallery.com.

    We’ll organise the return for you - for larger products we will need to schedule a pick-up and for smaller items, we’ll send you a return label. Please do not send us any returns without first contacting our customer service team.

    Important Note : Returns must be returned in their original packaging. Unfortunately, our suppliers cannot take products without packaging.

    Once your item has been received by warehouse, you will receive a refund (approximately 14 business days).

    MY DELIVERY IS DEFECTIVE, DAMAGED OR FAULTY

    First of all, we’re sorry! We review our products several times during the manufacturing process and before shipment to our customers. Despite all our efforts, it is possible that a product can be damaged in transit.

    Important Note: If the damage is visible on the packaging (e.g. due to a damaged box), please ask the delivery provider to review the items with you at the time of delivery. If the product is damaged, please take a photo and refuse delivery.

    If the damage was not visible at time of delivery, please contact us within 3 days of receiving the items. We will work tirelessly to find the best solution for you - whether an exchange, repair or refund.

    Please send photos and / or videos of the damage so we can better understand the problem.

    There are no costs for picking up or exchanging a defective product. In the case of a full refund, you will be reimbursed for delivery costs.

    IS THERE A RETURN FEE?

    If your order is incorrect, defective, or damaged, there is no cost for return. Should you choose to return for any other reason, we will charge the following flat rate per item:

    •        Small packages (accessories, small lamps etc.): 5 EUR
    •        Medium sized packages (side tables, chairs, floor lamps): 7 EUR
    •        Large packages (console tables, small armchairs): 15 EUR
    •        Voluminous packages (furniture and tables with marble tops, sofas, dining tables): 15 EUR

    You will receive a refund for your total purchase minus the fee stated above and delivery costs.

    SAMPLE CALCULATION

    How much will I get back?

    You purchase a side table for 199 EUR, the shipping costs are 16,95 EUR - a total amount of 215,95 EUR. The return fee for a side table is 7 EUR. Therefore, your refund would be 215,95 minus 23,95 EUR (7 EUR return fee + 16,95 EUR original shipping cost) for a total of 192 EUR reimbursed. 

    HOW LONG DOES A REFUND TAKE?

    After receiving the return at our warehouse, we will verify the items as soon as possible and initiate a refund. The refund will take a maximum of 14 working days after receipt of the returned goods in our warehouse.

    HOW DO I GET MY REFUND?

    The refund will be automatically transferred back to the original payment method. 

    A return in 5 steps.

    1.       Contact customer service: clientservices@nvgallery.com
    2.       Have your order number available
    3.       We’ll coordinate an appointment for pick-up or send you a return label
    4.       Please pack the item safely in its original packaging
    5.       Our shipping partner will take care of picking up the package from your home. For items with a return label, please drop off the package at the nearest drop-off point.

    CAN I CANCEL MY ORDER?

    If your package has not yet left our warehouse, you may cancel individual items or your entire order free of charge. You will receive the full amount, including delivery costs, refunded.

    To cancel, contact our customer service by phone (+33 (0)1 82 83 18 45) or email (clientservices@nvgallery.com).

    If your order has already left our warehouse, unfortunately we are not able to cancel your order. You can refuse acceptance on delivery or it is also possible to arrange a return after receiving your order. When the items are returned to our warehouse, we will arrange a refund (about 14 working days) minus shipping costs.

    CAN I CHANGE AN ORDER?

    If you would like to make a change to your order, please contact customer service via email or phone before your order is shipped. If your delivery is already en route, we can unfortunately no longer make any changes.

    ANY OTHER QUESTIONS? CONTACT US!

    By email: clientservices@nvgallery.com or by phone: +33 (0)1 82 83 18 45

    For more information read our terms and conditions.


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