Eligible
- Unworn pieces with original tags attached
- Original packaging, dust bag, or hanger included
- Within 30 days of delivery
- Footwear with clean, unmarked soles
- Watches, bags & jewellery in factory condition
Care & Policies
Returns &
exchanges.
Thirty days. Prepaid label. No questions asked. We build clothing to last — but if a piece is not for you, the way back should be as quiet as the way in.
30 daysFrom delivery
Prepaid labelInside every order
2-day refundsOnce received
Easy exchangesSize held 14 days
The Process
Four steps. About five minutes.
Designed to feel less like an admin task and more like the rest of the Nerva experience.
- 01
Open the portal
Use the order number from your confirmation email to start a return in under a minute.
- 02
Pick refund or exchange
Tell us why, choose your outcome. Exchanges hold the replacement piece while your return is in transit.
- 03
Drop it off
Pack the piece in its original wrapping, attach the prepaid label, leave it at any partner pickup point.
- 04
We close the loop
Refunds settle within two business days of receipt. Exchanges ship the moment we complete inspection.
Conditions
What we can & can’t take back
We’re generous on intent and strict on hygiene — the result is fairer for every customer.
Not eligible
- Final Edition pieces (clearly marked at purchase)
- Worn, washed, or altered items
- Underwear, swimwear, and earrings (hygiene)
- Custom or monogrammed orders
- Items returned without the prepaid Nerva label
FAQ
The honest answers
You have 30 calendar days from the delivery date. We start the timer the moment our courier marks your parcel as received — not when you order.
Still puzzled?
Talk to a real person.
Our care team — based in Lisboa — replies within one business day. No bots, no scripts.