Frequently asked questions

What is your return policy?

If you are not completely satisfied with your purchase, you can send your unwashed and unworn merchandise back to Nenes within 60 days of the original purchase.

Refunds will be issued in the original form of payment, as indicated on the receipt.

When returning a gift, the refund will be issued in the form of an eGift card.

Please note that shipping fees are non-refundable.

Lastly, please be aware that both physical Gift Cards and eGift cards are non-returnable. If you have any further questions or need additional assistance, feel free to let us know!

How do I track my purchase or return?

After the shipment of your order, you will receive a tracking number via email.

What size is right for my child?

To determine which size is the best fit for your child, you can check out our size guide here.

How do I get in contact with someone if I have any other questions?

We are available via email at connect@nenesbabies.com for any questions!

How does your renewal program work?

That's a great question! When you no longer need your Nenes clothes, you are welcome to ship
them back to us. Upon return, the clothes go through a meticulous inspection. If your items pass
the inspection, they are renewed and sold to the next family at a discount. In exchange for
returning your clothes, you will receive a store credit equal to 20% of the price you paid for each item you’re returning!

When I mail my items back, how long will it take to receive my store credit?

After we receive your items, you will receive your store credit in 3-5 business days.

What do you do with the items that I return?

Items that pass our inspection process are cleaned and sold as renewed items. Those items will be cleaned and prepared to be sold to the next family!

How do you clean your items?

We have a team of professionals who carefully evaluate each item to determine its overall conditions. Items with signs of excessive wear are not eligible to be renewed. Items that do pass the inspection go through a rigorous cleaning process using biodegradable detergents that are hypoallergenic and 100% free of perfumes and dyes. After this process, pieces are steamed between 250ºF - 375ºF and packed to protect them.

How long do I have to return my items in exchange for store credit?

You have 1 year from your original purchase date to return your Nenes clothes in exchange for store credit.

Do you accept damaged items?

Damaged items will not pass the inspection process and cannot be resold. You will not receive store credit for returning damaged items.

What happens if I lose the original packaging and shipping labels?

That is okay! You can print a new shipping label by going to your Nenes account and start a renewal. Although it is preferred that you ship your items back in Nenes original packaging, we accept returns in any packaging you may have.

If your question is not listed below. Reach out to us at connect@nenesbabies.com