Refund policy
Return & Refund Policy: Atelier After-Sales Guidelines
At NexaStars LLC, we want you to wear our couture pieces with pride and complete confidence. Every garment is crafted with exceptional care, fine materials, and rigorous quality inspection. If you are not completely satisfied with your purchase, our Private Concierge team is here to ensure a seamless and clear after-sales experience. By purchasing on nexastarsllc.com, you agree to the return and refund policy detailed below.
Policy Coverage: Ready-to-Wear vs. Bespoke
To accommodate both our standard collections and custom tailoring services, different return conditions apply based on the item category:
Category A: Ready-to-Wear Collections (In-Stock)
You have 30 days from the date of delivery to request a standard return. To be eligible, garments must be unworn, unwashed, unaltered, and returned in their original packaging with all atelier tags intact.
Category B: Bespoke Tailoring & Custom Modifications
Garments created through 1-on-1 custom sizing, personalized length adjustments, custom color choices, or hand-embroidery are non-refundable and non-returnable once production has begun. These pieces are made exclusively to your specifications. In the rare event of a craftsmanship flaw or sizing discrepancy caused by our atelier, we will provide complimentary alterations, a replacement, or a dedicated solution.
How to Initiate a Return
Email Our Concierge First: Contact our Private Concierge team at info@nexastarsllc.com within 30 days of receiving your package to request a Return Authorization. Please include your official Order Reference Number and the reason for return.
Authorized Address Confirmation: Our team will review your request and provide you with the confirmed, authorized return destination address. Items sent back without prior email authorization will not be accepted.
Quality Verification on Arrival: All returned items undergo a thorough quality inspection upon arrival at our facility to verify that they meet our pristine return conditions.
Return Shipping Costs & Processing Fees
Manufacturing Flaws or Incorrect Shipments: If you receive a damaged item or an incorrect shipment due to our error, NexaStars LLC will fully cover all return express shipping costs or provide a complimentary replacement. Please provide clear photographic evidence when emailing us.
Standard Returns & Customer Preference: For standard returns of ready-to-wear pieces due to size changes, style preferences, or mind changes, the return shipping cost is the responsibility of the customer.
Atelier Processing Fee: Standard returns are subject to a $10 Atelier Inspection and Re-packaging Fee, which will be deducted from your final refund amount.
Order Cancellations
Ready-to-Wear Orders: If you change your mind, you may cancel your ready-to-wear order within 24 hours of placing it for a full refund. If the parcel has already been dispatched from our warehouse, it cannot be intercepted, and standard return procedures must be followed upon receipt.
Bespoke & Custom Orders: Custom tailoring orders may be canceled for a full refund within 24 hours of placement. After 24 hours, fabric cutting and handcrafting begin, and a 30% custom material fee will be deducted from any cancellation request.
Refund Issuance & Banking Windows
Inspection Timeframe: Once your returned item arrives at our facility, our quality control team will inspect the garment within 3 business days.
Refund Processing: Upon successful verification, your refund minus any applicable processing fees will be issued back to your original payment method within 3 business days.
Financial Institution Timeline: Depending on your credit card provider or financial institution, please allow an additional 1 to 3 business days for the credit to officially reflect in your account statement.
Contact Our Concierge
If you have any questions regarding a current return, custom alteration, or refund status, please reach out to our dedicated team:
Private Concierge Support:
Email: info@nexastarsllc.com
Phone: +1 (585) 361-2636
Service Hours: Monday – Friday, 9:00 AM – 6:00 PM (EST)