Return & Refund Policy

Thank you for choosing NICETOWN. We take great pride in our commitment to quality craftsmanship and providing our customers with an exceptional shopping experience. We want you to love your new curtains as much as we loved making them. If your purchase does not meet your expectations, please refer to the guidelines below to facilitate a return. We recommend checking your item's eligibility against our policy requirements before starting the return process.

Email: support@nicetown.com
Office Hours: Monday to Friday, 9:00 AM - 6:00 PM (excluding holidays)

Can I cancel my order?

All orders can be canceled within 12 hours of placement.

After 12 hours, if production or material preparation has already started, a cancellation or change may no longer be possible, or a 10%–30% fee may apply depending on the work already completed.

Can I make changes to my order?

We take pride in our quick response and delivery for order requests. Please carefully measure and place your order. Take advantage of our available resources if necessary, including pre-sale consultations, sample swatches, and the help center. Placing an order signifies your confirmation of the order details.

We understand that mistakes can happen. If you need to update your order details, please contact us within 12 hours of placing the order.

After 12 hours, changes may still be possible in some cases, but an alteration fee of 10%–30% may apply. Modification requests made more than 24 hours after placement are generally unable to make changes.

We don't offer alterations after products have shipped.

Return Policy

We offer returns for non-custom / ready-made products within 30 days of delivery, as long as the item is:

unused and unwashed
in original packaging
with all original tags and accessories
in resellable condition

Please inspect your order as soon as it arrives. If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery with your order number and clear photos or videos of the issue.

Please note that custom curtains have different return conditions

For custom products, because they are made specifically for your window size and selected details, returns are generally not accepted unless there is a confirmed quality issue or manufacturing defect.

Non-Custom / Ready-Made Product Returns/Exchange

Return

If you purchased a non-custom product and would like to return it for any reason other than damage or an error on our side, please note:

Return shipping costs are the customer’s responsibility.
We charge a 20% processing fee.
Original shipping charges are non-refundable.

Refund calculation

Refund amount = Order amount - 20% processing fee - original shipping fee

Return Process

To start a return request for a non-custom item, please contact us within 30 days of delivery at support@nicetown.com

Please include:

order number
reason for return
photos of the item and packaging
your preferred resolution

Once your request is approved, we will provide a return label. Please do not send items back before receiving approval.

Please allow up to 5–10 days for us to receive and process your return once it has been shipped. After we receive and inspect the returned item, the refund will be issued to your original payment method in 3–10 days. Items that do not meet our return conditions will not be accepted and will be returned to you.

Exchange

If you wish to exchange your non-custom product for a different size, color, or style, please initiate a return as described above and place a new order for the desired item. Exchanges are subject to product availability.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please include:

your order number
photos or videos of the issue
a brief description of the problem

If the issue is confirmed, we will offer one of the following, depending on the situation:

a replacement
a remake
a satisfactory refund

For confirmed defects or shipping mistakes, we will work to resolve the issue as quickly as possible.

Non-Returnable Items

The following items are not eligible for return or refund unless they arrive damaged or incorrect:

custom-made curtains and drapes made to your submitted specifications
orders with incorrect size, header style, fabric, color, lining, quantity, or other details chosen by the customer
items with slight size variations within normal industry tolerance
items with slight color differences caused by lighting, screen settings, or fabric dye lots
used, washed, altered, or non-resellable items
sample products, swatches, and sample books