NANA GOTTI LLC
Return & Exchange Policy
Our Made-to-Order Commitment
At Nana Gotti LLC, every piece is crafted exclusively for you. Because each item is made to order — meaning production begins only after your purchase — our return policy reflects the unique, custom nature of what we create. We appreciate your understanding and ask that you read this policy carefully before placing an order.
All Sales Are Final — With Exceptions
As a made-to-order brand, all sales are final. We do not accept returns or issue refunds for items simply because of a change of mind, ordering the wrong size based on the size guide provided, or a change in preference.
However, we stand fully behind the quality of our work. We will accept returns, exchanges, or issue a full refund in the following circumstances:
- Item arrived damaged — visible damage caused during production or shipping
- Manufacturing defect — a flaw in craftsmanship or materials that compromises the integrity of the item
- Incorrect item received — you received a product different from what you ordered (wrong style, color, or size as confirmed on your order)
Eligibility Requirements
To be eligible for a return or resolution, all of the following must apply:
- You must contact us within 5 calendar days of delivery confirmation.
- The item must be unworn, unwashed, and unaltered.
- The item must be in its original packaging with all tags attached.
- You must provide clear photographic evidence of the damage, defect, or incorrect item.
- Your request must be submitted via email to info@nanagotti.com with your order number in the subject line.
How to Submit a Claim
- Email us at info@nanagotti.com within 5 days of delivery.
- Include in your email:
- Your full name and order number
- A description of the issue
- At least 3 clear photos showing the problem
- Our team will review your claim within 3–5 business days.
- If approved, you will receive return shipping instructions. Do not ship items back without prior authorization — unauthorized returns will not be accepted.
- Once the item is received and inspected, your resolution (refund, exchange, or store credit) will be processed within 15 business days.
Resolution Options
Depending on the nature of your approved claim, we offer the following:
| Situation | Resolution Options |
|---|---|
| Damaged or defective item | Full refund, replacement, or store credit |
| Incorrect item received | Full refund or correct item resent at no charge |
Sizing & Custom Orders
Because our pieces are made to order, please review our Size Guide carefully before purchasing. We do not accept returns or exchanges for sizing issues when the item was made in accordance with the measurements or size selected at checkout.
For custom or personalized orders (monograms, custom colorways, bespoke sizing), all sales are strictly final — no exceptions.
Production & Shipping Timelines
Every Nana Gotti piece is made just for you. Please allow up to 15 working days from the date of your order for production and delivery combined. This window covers crafting, quality check, and standard shipping transit time.
You will receive a shipping confirmation email with tracking information once your order is dispatched. Please note that working days exclude weekends and public holidays.
Shipping & Delivery
- Carrier responsibility — Once your order has been handed to the carrier and tracking is active, responsibility for the package transfers to the carrier. Nana Gotti LLC is not liable for carrier delays, losses, or damages that occur during transit, though we will assist in filing a claim where possible.
- International orders — We ship internationally. All applicable duties, customs fees, and import taxes are the sole responsibility of the buyer. These charges are not included in your order total and are determined by your local customs authority.
- Address errors — Please double-check your shipping address before completing your order. If a package is lost or undeliverable due to an incorrect address provided by the customer, Nana Gotti LLC is not responsible and no refund will be issued. A reshipment may be arranged at the customer’s expense.
Quality & Photography Disclaimer
- Color variance — Product colors are represented as accurately as possible, however screen settings, lighting, and display calibration vary by device. Slight differences between on-screen and in-person color are normal and are not considered defects or grounds for a return.
- Natural variation — As a made-to-order brand, minor variations in fabric texture, stitching, and finish are inherent to the handcrafted nature of our pieces. These are not defects — they are a reflection of the care and individuality put into each item.
Return Shipping
- For approved claims due to our error (damage, defect, or wrong item), Nana Gotti LLC covers return shipping costs.
- Shipping costs for any other approved exceptions are the responsibility of the customer.
- We recommend using a trackable shipping method. Nana Gotti LLC is not responsible for items lost in return transit.
Repeat or Abusive Claims
Nana Gotti LLC reserves the right to refuse service to any customer who repeatedly files claims, abuses our return process, or engages in fraudulent activity. We take pride in standing behind our products and treating every customer fairly — we ask for the same in return.
Order Cancellations
Orders may be cancelled within 24 hours of placement, provided production has not yet begun. To request a cancellation, email info@nanagotti.com immediately with your order number. Once production begins, cancellations are not permitted.
Contact Us
We’re committed to making every Nana Gotti experience a great one. If you have questions or concerns about your order, please don’t hesitate to reach out.
Email: info@nanagotti.com Response Time: 1–3 business days
Nana Gotti LLC reserves the right to update this policy at any time. Changes will be reflected on our website and will apply to all orders placed after the updated effective date.
