At Nserqlio™, intimate apparel is personal. From discovering a silhouette you love to finding the right fit and feel, we want every order to arrive as expected.
If something is not quite right, this policy explains how eligible returns and refunds are handled by The Great Eros LLC, operator of Nserqlio™.
Because our collections include lingerie and garments worn close to the body, certain hygiene-related return conditions apply in addition to our general return requirements.
1. Our 30-Day Return Period
Eligible merchandise may be requested for return within 30 days after the order has been delivered.
To be considered for a return, merchandise should remain in the same condition in which it was received. Unless the item arrived damaged, defective, or incorrect, returned merchandise must generally be:
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Unworn and unused beyond what is reasonably necessary to inspect the item
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Unwashed and unaltered
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Free from stains, fragrance, deodorant, cosmetics, body oils, or other signs of wear
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Returned with original tags still attached where applicable
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Accompanied by original packaging where reasonably applicable
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Returned with any hygiene or protective seal intact where the product was supplied with one
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Supported by valid order information or other proof of purchase
Items showing signs of wear or use may not qualify for a return.
Please take particular care when trying on light-colored or delicate lingerie.
2. Special Conditions for Intimate Apparel
Hygiene is especially important when handling lingerie.
For sanitary reasons, certain intimate garments may be ineligible for return once a hygiene seal, protective liner, or similar protective element has been removed, damaged, or altered.
Where appropriate, we recommend trying eligible lingerie over your own undergarments and keeping all protective liners, tags, and packaging in place until you have decided to keep the item.
Depending on the nature of the product and applicable law, panties, briefs, bodysuits, hosiery, or other close-contact intimate items may be subject to additional hygiene restrictions once opened or tried on.
These restrictions do not limit rights you may have when merchandise is defective, damaged, incorrectly supplied, or otherwise covered by applicable consumer-protection law.
3. Starting a Return
Please contact Nserqlio™ Customer Care before sending merchandise back.
Email: service@nserqlio.com
Phone: (212) 966-3455
When contacting us, please provide your order number and identify the item you would like to return. A short explanation of the reason for your request can help us review it more efficiently.
If the return is eligible, our team will provide the applicable return instructions, including where the merchandise should be sent.
Please do not mail a return to an address found elsewhere on our website unless our customer care team specifically instructs you to use that address for your return.
Merchandise sent without the applicable return instructions or authorization may be delayed or may not be identifiable as belonging to your order.
4. Return Shipping
Return-shipping arrangements depend on the reason for the return.
If an eligible return results from an error on our side — such as receiving an incorrect item or qualifying damaged merchandise — we will provide appropriate instructions for resolving the issue.
For discretionary returns involving an otherwise correctly supplied item, applicable return-shipping costs or arrangements will be communicated when your request is reviewed.
Please follow the shipping instructions provided by Nserqlio™ Customer Care. We recommend retaining any applicable shipping receipt or tracking information until your return has been completed.
5. Damaged, Defective or Incorrect Orders
We recommend inspecting your Nserqlio™ order shortly after delivery.
If your package contains an item that is damaged, defective, or different from the item you ordered, contact us as soon as reasonably possible at service@nserqlio.com.
Please include:
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Your order number
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The name of the affected item
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A brief description of the issue
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Clear photographs of the item, packaging, or shipping damage where relevant
This information allows our team to assess what happened and determine an appropriate resolution.
Depending on the circumstances and product availability, a resolution may include a replacement, refund, or another appropriate remedy.
6. Items That May Not Be Eligible for Return
Unless required otherwise by applicable law, returns may not be available for certain merchandise, including:
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Intimate garments with removed or compromised hygiene protection
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Items showing signs of wear, washing, alteration, staining, fragrance, or use
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Products without required original tags
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Personalized or specially customized merchandise
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Gift cards
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Items identified as final sale at the time of purchase
For promotional or discounted merchandise that is not marked final sale, the return conditions displayed when you purchased the product will apply.
If you are uncertain about the eligibility of a particular lingerie or apparel item, contact us before returning it.
7. Exchanges & Finding Another Fit
Fit can make a significant difference with intimate apparel.
Rather than holding returned merchandise while another size, color, or style is reserved, we may handle exchanges by having you return the eligible original item and place a separate order for your preferred replacement.
This can help avoid a desired size or style becoming unavailable while a return is in transit.
If your request concerns an incorrect item sent by us rather than a change of preference, please contact Customer Care before placing another order so that we can review the situation.
8. Refund Review
After an eligible return reaches the designated return location, it will be reviewed against the conditions described in this policy.
We will communicate the outcome of the return after the inspection has been completed.
When a refund is approved, it will generally be issued to the original payment method used for the purchase.
Please allow up to 10 business days after approval for the refund to be processed on our side. Your bank, card issuer, or payment provider may require additional time before the credit appears in your account.
If more than 15 business days have passed after you were notified that your refund was approved, please contact:
9. Original Shipping Charges
Unless required by applicable law or otherwise communicated by Nserqlio™, original shipping or delivery charges may not be refundable when a customer voluntarily returns an otherwise correctly fulfilled order.
If a refund relates to damaged, defective, or incorrectly supplied merchandise, the appropriate treatment of shipping charges will be determined as part of the resolution.
10. European Union Consumer Rights
If an order is delivered to a consumer in the European Union, applicable consumer law may provide a statutory right to withdraw from certain distance purchases within 14 days, subject to applicable conditions and exceptions.
Certain sealed goods that are not suitable for return for health-protection or hygiene reasons may be exempt from the statutory withdrawal right after the seal has been removed.
Nothing in this policy is intended to remove or restrict mandatory consumer rights that apply to your purchase.
Customers wishing to exercise an applicable statutory withdrawal right may contact service@nserqlio.com for instructions.
11. Please Obtain the Correct Return Address First
Our corporate contact address and the facility designated to receive merchandise returns may not be the same location.
For that reason, do not send merchandise directly to our New York business address unless Nserqlio™ Customer Care expressly confirms that address in your return instructions.
After an eligible return request has been reviewed, we will provide the appropriate return destination and shipping instructions.
This helps ensure that your package reaches the team responsible for processing returns and can be correctly matched with your order.
12. Questions About a Return?
If you are unsure whether your lingerie or apparel item qualifies, contact us before mailing anything. We would rather clarify the requirements beforehand than have your return delayed because it was sent incorrectly.
Nserqlio™ Customer Care
Email: service@nserqlio.com
At Nserqlio™, beautiful intimate apparel is only one part of the experience. Clear communication and thoughtful support matter too, and we aim to handle every eligible return with the same attention we bring to the pieces in our collections.