Returns and exchanges

If you are not happy you can return or exchange qualifying items within 14 days of the delivery date. Because these are underwear, every return has to follow the hygiene policy below.

How to start a return

Email hello@nuorth.com with your order number and what you want to return. We review it and send instructions within 24 hours. Do not post anything back before contacting us, because items sent without approval may not be refunded.

Return shipping

A AED 20 return shipping fee is deducted from approved refunds. It covers the prepaid label and return handling. If your item arrived damaged, faulty or wrong, that fee is waived and you get a full refund or a replacement at no cost.

Conditions

  • Returned within 14 days of delivery
  • Unworn, unwashed, in original condition
  • All original tags attached
  • Returned in the original packaging
  • Hygiene seal intact
  • Not marked as final sale

Hygiene policy

For health and safety reasons we cannot accept underwear where the pack has been opened, worn or washed, or where the hygiene seal has been removed or broken. Opened packs cannot go back to the warehouse and cannot be refunded, exchanged or restocked.

Each pack is treated separately. If you opened one pack but another is still sealed, the sealed one can still be returned.

First order fit help

Sizing online is genuinely hard, so on a first order we will help. If you try one pair from your first pack and the size is wrong, contact us within 14 days of delivery. You do not need to send the opened pack back. We may offer a one time fit solution, such as sending an adjacent size while you cover the replacement shipping and handling.

This is limited to a first order only, one request per customer, household, address or payment method, one pack, the same product, an adjacent size where reasonable, and inside 14 days of delivery. It does not apply once several pairs have been worn, washed or opened.

Refunds

Refunds go to the original payment method only. Once we receive and inspect an approved return, allow 7 to 10 business days for it to reach your account. Your refund is the item price minus the AED 20 return shipping fee, unless the item was damaged, faulty or incorrect. Original shipping charges are not refundable unless we got the order wrong.

Faulty or incorrect items

Email us within 14 days of delivery with your order number and a photo. We replace it or refund you in full and you pay nothing.