Refund policy

Last updated: March 25 2026

At Naupu, your satisfaction is our priority. If your new wardrobe addition isn't quite right, we provide a transparent and easy return process. Our policies are fully aligned with UK consumer protection laws, ensuring you can shop with total peace of mind.

Return Summary

Feature Details
Return Period 30 Days from the date of delivery
Return Method By Mail only
Return Shipping (Change of Mind) Responsibility of the customer
Return Shipping (Faulty/Incorrect) Free (Provided by Naupu)
Restocking Fees £0.00 (None)
Refund Processing Within 7 business days after inspection
Condition Items must be in new, unused condition with original tags


1. Your Right to Cancel (Cooling-off Period)

Under the UK Consumer Contracts Regulations, you have a legal right to cancel your order within 14 days of delivery. To give you even more confidence when shopping at Naupu, we have extended this period to a 30-day return window, allowing you plenty of time to ensure your new items are the perfect fit.

2. Return Eligibility & Condition

To qualify for a full refund, returned items must meet the following criteria:

  • The return must be requested within 30 days of the delivery date.
  • Items must be unused, unwashed, and in their original condition.
  • All original packaging, labels, and tags must be intact.
  • Non-returnable items: For hygiene and safety reasons, certain items (such as earrings or undergarments, if applicable) and Gift Cards cannot be returned.

3. How to Start a Return

  1. Contact our support team at info@naupu.com to request a Return Authorisation.
  2. Provide your order number and the reason for the return.
  3. Once approved, we will provide you with the specific return instructions. Please do not send items back to our Harrow address without prior authorisation, as this may delay your refund.

4. Return Shipping Costs

  • Change of Mind: If you are returning an item because you changed your mind (e.g., wrong size, colour, or style), you are responsible for the cost of return postage. We recommend using a trackable service (like Royal Mail Tracked) as we cannot be held responsible for lost return parcels.
  • Faulty or Incorrect Items: If you receive a damaged, faulty, or incorrect item, Naupu will cover all return costs. Please contact us immediately with a photo of the issue, and we will provide a prepaid return label.

5. Refunds & Processing Time

  • Inspection: Once your return is received at our facility, it will be inspected within 3 business days.
  • Approval: If approved, your refund will be processed automatically to your original payment method within 7 business days.
  • Bank Processing: Please note that your bank or credit card issuer may take an additional 3–5 business days to credit the funds to your account.

6. Exchanges

Need a different size or colour? At Naupu, we are happy to help you find the perfect fit. To ensure you get your replacement as quickly as possible, please follow our standard return procedure for the original item. Once your return is processed, you can simply place a new order for the desired alternative.

7. Deductions & Partial Refunds

In accordance with the Consumer Rights Act 2015, if an item is returned in a condition that shows evidence of use beyond what is necessary to establish its nature (e.g., damaged packaging, missing tags, or signs of wear), we reserve the right to make a deduction from your refund to reflect the diminished value of the goods.

8. Order Cancellations

If you wish to cancel your order, please email us within 12 hours of placement. If the order has already been dispatched, you will need to follow the return process outlined above.

  • Email: info@naupu.com
  • Return Address: Naupu, 2 Carleton Hall Gardens, Penrith, CA10 2AL, United Kingdom

    (Note: Always contact us via email before sending a return)

Contact information

Any questions or just like to talk to us? Please don't hesitate to contact us via:

  • Store name: Naupu
  • Address: 2 Carleton Hall Gardens, Penrith, CA10 2AL, United Kingdom
  • Email: info@naupu.com
  • Phone number: +447482578708

Customer Service (Opening Hours):

  • Monday - Friday:  09:00 - 18:00 (GMT)
  • Saturday and Sunday:  10:00 – 16:00 (GMT)