Can I cancel my order after I placed it?
Can I change an item in my order after I have placed it?
I’ve received a faulty item in my order. What should I do?
All transactions are secure and encrypted. We never store your credit card information.
I forgot to add a billing address to my order. What can I do?
I’ve received an email that my order might be fraudulent. Why?
3. PROMOS AND DISCOUNTS
I’m a new customer. Can I get a discount on my order?
My discount code doesn’t work. What can I do?
Please note that we are unable to apply the code once your order has been placed.
Can I use more than one promo code at checkout?
Do you offer a wholesale discount?
How much does shipping cost?
Which region is my country in?
|UK / GBP Europe countries||GB, GG, GI, IM, JE|
|Within the EU, except Hungary||AX, AL, AD, AT, BE, BG, BA, BY, CH, CY, CZ, DE, DK, ES, EE, FI, FR, FO, GR, HR, IE, IS, IT, XK, LI, LT, LU, LV, MC, MD, MK, MT, ME, NL, NO, PL, PT, RO, SJ, SM, RS, SK, SI, SE, VA|
|Outside the EU||AW, AF, AO, AI, AE, AR, AM, AS, AQ, TF, AG, BI, BJ, BF, BD, BS, BL, BZ, BM, BO, BB, BN, BT, BV, BW, CF, CA, CL, CI, CM, CD, CG, CK, CO, KM, CV, CR, CU, CW, KY, DJ, DM, DO, DZ, EC, EG, ER, EH, ET, FJ, FK, FM, GA, GH, GN, GP, GM, GW, GQ, GD, GL, GT, GF, GU, GY, HM, HN, HT, ID, IN, IO, IR, IQ, IL, JM, JO, KZ, KE, KG, KH, KN, KR, KW, LA, LB, LR, LY, LC, LK, LS, MO, MF, MA, MG, MV, MX, MH, ML, MM, MN, MP, MZ, MR, MS, MQ, MU, MW, MY, YT, NA, NC, NE, NG, NI, NU, NP, OM, PK, PA, PN, PE, PH, PW, PG, PR, KP, PY, PS, PF, QA, RE, RW, SA, SD, SN, SG, SB, SL, SV, SO, PM, SS, ST, SR, SZ, SX, SC, SY, TC, TD, TG, TH, TJ, TK, TM, TL, TO, TT, TN, TR, TW, TZ, UG, UM, UY, UZ, VC, VE, VG, VI, VN, VU, WF, WS, YE, ZA, ZM, ZW, BQ, SH|
|Australia & New Zealand||AU, NZ|
|Oceania||CC, CX, KI, NF, NR, TV|
Which courier company do you ship with?
How long does it take to dispatch my order?
How long will it take to receive my order once it has been dispatched?
Should I expect any taxes or customs duties when I receive my order?
How can I track my order?
Can my order be delivered to a PO box address?
Do you ship to Russia?
Do I need to sign for my order?
Why hasn’t my order arrived within the indicated delivery time?
5. RETURNS AND REFUNDS
What is your return policy?
Can I return a sale item?
I’m not eligible for a free return. How do I return an item?
In case you choose to manage the return yourself, we encourage you to return your item(s) to us via a registered or traceable postal service, and take note of your tracking number. Please ensure you send your return by a prepaid method of shipping. We are not liable for the loss of garments being returned. We are not accepting returns sent by regular postal service outside of the EU.
How long will it take for my refund to be processed?
I would like to return an item. What should I do?
I really love the product I’ve received, but I need it in a different size. Can I exchange it?
Please contact our Customer Service Team at email@example.com to set up your exchange.
Can I exchange my order for a different Nanushka piece?
Do you refund delivery charges?
6. PRODUCTS AND STOCK
I’m not sure which size to choose. Can you help me?
If you are still not sure which size to choose, feel free to contact our Customer Service Team at firstname.lastname@example.org.
Where can I find the care instructions for a garment?
The item I’d like to purchase is out of stock. Will it come back into stock?
7. TECHNICAL ISSUES
My payment has been rejected.
I haven’t received a confirmation of my order. Is my order still valid?
I can’t log in to my account.
If you experience further issues, please contact email@example.com.
How can I unsubscribe from your newsletter?
Do I need to create an account to place my order?
8. CONTACT AND CUSTOMER CARE
How can I contact Nanushka customer service?
We are open Monday to Friday 10am - 5pm Central European Time.
We aim to respond to all inquiries within two business days.
How long does it take to answer my inquiry?
Where is your store located?
How can I contact your sales team?
How can I contact your PR team?
Do you have any open positions at the moment?
Who is Klarna?
How does it work?
We’re excited to announce we have partnered with Klarna to bring you new ways to pay at checkout. It’s a safe and simple way to get the stuff you want, when you want it.
Pay in 30 days
Shop now and pay for only what you decide to keep. With this home try-on shopping option, get the items you want now and pay up to 30 days after shipment. No upfront payments and zero interest. Never any interest or fees.
Pay in 3 interest-free instalments
Split your purchase into three equal payments. Just enter the credit or debit card details of your choice and make automatic payments every 30 days. No credit checks, and no interest or fees.
Here’s how it works:
Add products to your cart and select “Klarna” when you check out
Enter a few personal details and you’ll know instantly if you’re approved
Klarna will send you an email confirmation and reminders when it’s time to pay
You can complete your future Klarna purchases with just one click
In which countries is Klarna available?
How does Pay later in 3 interest-free instalments work?
How does Pay later in 30 days work?
What happens if I cancel or return my order?
I have been asked to go to the Klarna site. Is this correct?
Is my payment information safe?
I've received a statement, but I've not yet received my goods.
I have cancelled my order. How long will it take until I receive my refund?
I have asked for a refund. How will I be refunded?
I haven’t received an email with my statement/payment information.
I still have questions regarding payment, how can I get in touch?