Refund policy

Return Policy (Ready To Wear)

(below Return Policy (Unique Line))

We offer a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it—unworn, unused, with tags, and in its original packaging. You will also need to provide the receipt or proof of purchase.

To start a return, you can contact us at info.ninasterling@gmx.de. Please note that returns must be sent to the following address:

Kirchstraße 5, 65239 Hochheim am Main, GERMANY

If your return is accepted, we will send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

If you have any questions about returns, feel free to contact us at info.ninasterling@gmx.de.

Damages and Issues

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or incorrect, so we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain items cannot be returned, such as:

Perishable goods (e.g., food, flowers, or plants)
Custom-made items (e.g., special orders or personalized products)
Personal care products (e.g., beauty products)
Hazardous materials, flammable liquids, or gases

If you have any questions or concerns about a specific item, please contact us.

Unfortunately, we do not accept returns on sale items or gift cards.

Exchanges

The fastest way to get the item you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union – 14-Day Cooling-Off Period

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days, regardless of the reason. As stated above, the item must be in its original condition—unworn, unused, with tags, and in its original packaging, along with the receipt or proof of purchase.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund has been approved. If approved, you’ll be automatically refunded to your original payment method within 10 business days.

Please remember that it may take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at info.ninasterling@gmx.de.

Return Policy (UNIQUE-Line)

Each piece in the Unique Line is a one-of-a-kind, handcrafted artwork. Due to the artistic and exclusive nature of these items, we do not accept returns or exchanges, unless the item arrives damaged or defective.

If your item arrives damaged, please contact us within 48 hours of delivery at info.ninasterling@gmx.de, including your order number and clear photos of the item and the packaging. We will assess the situation and offer a solution, such as a refund or store credit.

Please note: Minor variations or imperfections are part of the handcrafted process and are not considered defects.