At Naela, your satisfaction matters to us. If something isn't quite right with your
order, we're here to help.

Right of Withdrawal
In accordance with European Union consumer protection law, you have the right
to withdraw from your purchase within 14 days of receiving your order, without
needing to give a reason.
To exercise this right, please contact us at hello@naelaparis.com within 14 days of
delivery, stating your order number and the item(s) you wish to return. You then
have a further 14 days to send the item(s) back to us.

Conditions for Returns
To be eligible for a return, products must be:

Unopened, unused, and in their original packaging, with any protective
seal or hygiene seal intact
Returned within the applicable timeframe
Accompanied by proof of purchase (order number or confirmation email)

For hygiene and safety reasons, we are unable to accept returns or exchanges
on cosmetic products that have been opened, used, or where the hygiene seal
has been broken. This exclusion is standard practice for cosmetics and personal
care products under EU consumer law (Article 16(e) of Directive 2011/83/EU) and
is in place to protect the health and safety of all our customers.

Return Shipping Costs
If you are withdrawing from your purchase for a reason of personal choice
(e.g. change of mind), return shipping costs are the customer's
responsibility.
If the item you received is defective, damaged, or incorrect, we will cover
the cost of return shipping and send a replacement or issue a full refund.

How to Start a Return
1. Email hello@naelaparis.com with your order number and reason for return.

2. Our Customer Care team will confirm your eligibility and provide return
instructions.
3. Pack the item securely in its original packaging and send it to the address
provided.
4. Once we receive and inspect the item, we will notify you of the approval or
rejection of your return.

Refunds
Approved refunds are issued to your original payment method within 14
days of us receiving the returned item.
Shipping fees paid at checkout are non-refundable, except in cases of
defective, damaged, or incorrect items.
You will receive an email confirmation once your refund has been processed.

Damaged or Incorrect Items
If your order arrives damaged or you received the wrong item, please contact us
within 48 hours of delivery at hello@naelaparis.com, including:
Order number
Photos of the product and packaging
Description of the issue
We will arrange a replacement or refund at no additional cost to you.

Exchanges
We currently do not o%er direct exchanges. If you'd like a di%erent product or
shade, please return the eligible item for a refund and place a new order.

Contact Us
For any questions about your return, our Customer Care team is happy to help.
Email: hello@naelaparis.com
Response time: within 3 business days

Company Information
Legal company name: Telos Brand name: Naela Paris (Naela) Registered

Legal company name: Telos Brand name: Naela Paris (Naela) Registered
address: 39, rue Escudier, 92100 Boulogne-Billancourt, France Country of
incorporation: France VAT number: FR57938393535 Customer service email:
hello@naelaparis.com