FAQ
1. ORDERS
Can I cancel my order after I placed it?
If you’ve changed your mind about your order, it’s possible to cancel on the same day, before it has been dispatched. Please contact us immediately at customercare@nanushka.com with your order number.
Can I change an item in my order after I have placed it?
Unfortunately, we are unable to change orders once they are finalized. However, you may be able to cancel your order and place it again with the correct items. Please contact our customer service team at customercare@nanushka.com with your order number.
I’ve received a faulty item in my order. What should I do?
If you receive an item that is not in a perfect condition, please send an email as soon as possible to customercare@nanushka.com with your order number and a picture of the fault.
My order or an item form my order has been cancelled, what should I do?
We are really sorry for the inconvenience. Please reach out to our Customer Service Team at customercare@nanushka.com
2. PAYMENTS
Payment methods
We accept Visa, MasterCard, Maestro, Union Pay, and American Express cards, and you can also pay with PayPal. In certain regions, Klarna is also available.
All transactions are secure and encrypted. We never store your credit card information.
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?
Please email our customer service team at customercare@nanushka.com with your order number and billing address. However, please note that if your order is already processed and dispatched, we are unable to change the details of your order.
Currencies
On Nanushka.com you can currently pay in Euro, United States Dollar, British Pound Sterling, Hong Kong Dollar, Australian Dollar, Hungarian Forint, Japanese Yen. We have the different currencies set for all shipping locations, these cannot be changed. Currency conversion fees may be added based on your bank’s policies. Please contact your bank for further information. We are unable to cover these extra costs.
I’ve received an email that my order might be fraudulent. Why?
Our webshop fulfillment system automatically reviews all orders based on a variety of factors. Your order is most likely to be reported as fraudulent if you have ordered from a different country to where your credit card is issued. If you receive an email from us, please respond to confirm your order and we’ll proceed with your purchase.
3. PROMOS AND DISCOUNTS
My discount code doesn’t work. What can I do?
The code is case sensitive, so please copy and paste the code just as you received it. Check that you haven’t added an unnecessary space. We suggest applying the discount code when you are planning to finalize the order. If you still experience issues with applying the code, please contact us at customercare@nanushka.com
Please note that we are unable to apply the code once your order has been placed.
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?
No, you can only use one discount code at a time.
Do you offer a wholesale discount?
If you are interested in becoming a wholesale partner of Nanushka, please contact our sales team at sales@nanushka.com.
4. DELIVERY
How much does shipping cost?
You can find our detailed shipping policy here with the shipping costs included. We take care of all import taxes and duties for orders outside of the EU.
Which region is my country in?
| REGION | COUNTRIES |
| 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 |
| Hungary | HU |
| USA + USD countries | US, CA, MX, PR, GU, VI, BQ, AS, MP, TC, EC, SV, ZW, TL, FM, PW, MH, PA |
| Outside the EU | AW, AI, AE, AQ, TF, BL, BM, BV, CI, CK, CV, CW, KY, EH, GP, GL, HM, IO, IL, KG, KW, LB, MF, MS, MQ, YT, NU, PN, PF, QA, RE, SA, PM, SX, TK, TR, UM, UZ, VG, WF, SHAF, AO, AR, AG, BJ, BF, BD, BS, BI, BZ, BO, BB, BN, BT, BW, CF, CL, CM, CD, CG, CO, KM, CR, CU, DJ, DM, DO, DZ, EG, ER, ET, FJ, FK, GA, GH, GN, GM, GW, GQ, GD, GT, GF, GY, HN, HT, ID, IN, IR, IQ, JM, KE, KH, KN, LA, LR, LY, LC, LK, LS, MA, MG, ML, MV, MM, MN, MZ, MR, MO, MU, MW, MY, NA, NC, NG, NE, NI, NP, OM, PK, PE, PH, KP, PY, RW, PS, SG, SB, SL, SD, SN, SS, ST, SR, SZ, SC, SY, TD, TG, TH, TJ, TM, TT, TN, TW, TZ, UG, UY, VC, VE, VN, VU, WS, YE, ZA, ZM, SO, AM |
| China | CN |
| Hong Kong | HK |
| Japan | JP |
| Australia & New Zealand | AU, NZ |
| Oceania | CC, CX, KI, NF, NR, TV |
Which courier company do you ship with?
We currently ship via UPS and DHL.
How long does it take to dispatch my order?
Usually we dispatch orders within 1-2 business days. Please note that our distribution center does not dispatch orders on Saturday, Sunday and Hungarian bank holidays. While our aim is to dispatch your order in the time scale indicated above, we do not take responsibility in the event that the delivery time is longer than indicated. Please note that during sale periods our dispatch time might be longer. You can find our current dispatch time on the Shipping information page.
How long will it take to receive my order once it has been dispatched?
Within the EU and Hungary, orders are usually delivered the next business day. Orders outside of the EU usually take 2-4 business days to arrive. Delivery times are indicated from the day the order has been dispatched.
Should I expect any taxes or customs duties when I receive my order?
We are pleased to take care of all import taxes and custom duties for our customers. However, please note that certain countries' customs regulations might not allow this. If you have any doubts, please contact our customer service team.
How can I track my order?
Can my order be delivered to a PO box address?
Unfortunately, we do not ship to PO boxes.
Do you ship to Russia?
Unfortunately, due to current regulations, we are currently unable to ship to the Russian Federation.
Do I need to sign for my order?
Yes, parcels need to be signed for.
Why hasn’t my order arrived within the indicated delivery time?
Although we make all reasonable efforts to ensure that your order is delivered within a specific time period, we cannot take responsibility for late deliveries once the order has left our distribution center. Our customer service team will do their best to inform you of any unexpected delays. If you have problems tracking your order, please contact customercare@nanushka.com.
5. RETURNS AND REFUNDS
What is your return policy?
Please visit our returns page to check our return policy or to start your return process.
Can I return a sale item?
Yes, you can return sale items. Please note that we only offer free returns on orders that meet the free shipping threshold. Otherwise, the customer must cover the costs of returning products to Nanushka.
I’m not eligible for a free return. How do I return an item?
You either have the option to purchase a return label from us, or choose to manage the delivery yourself and use the shipping provider that works best for you. You can start the return process here.
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.
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?
Once we receive and approve your return, the refund will be processed within 14 days at the latest.
I would like to return an item. What should I do?
Please visit our returns page to start your return process.
I really love the product I’ve received, but I need it in a different size. Can I exchange it?
You can return any item for a direct exchange within fourteen (14) days of receiving your original order. Any item returned after the fourteen (14) day return deadline is not eligible for an exchange. Exchanges are subject to stock availability.
Please visit our returns page to start your exchange process. If you run into any issues with your exchange, please reach out to our Customer Service Team at customercare@nanushka.com to set up your exchange.
Please visit our returns page to start your exchange process. If you run into any issues with your exchange, please reach out to our Customer Service Team at customercare@nanushka.com to set up your exchange.
Can I exchange my order for a different Nanushka piece?
Exchanges only apply to the same item in a different size or color, but only in case the price is the same. You would need to place a new order for the other piece you’d like to receive instead. You can read more about returns here.
Do you refund delivery charges?
Delivery charges are non refundable. Please note that in case you are not eligible for a free return, we are unable to cover the return delivery costs.
6. PRODUCTS AND STOCK
I’m not sure which size to choose. Can you help me?
If you have any questions regarding the sizing and fit of our items, we are happy to help. You can find the size chart on the product page below the list of available sizes. We also list important sizing details about every garment in the product description.
If you are still not sure which size to choose, feel free to contact our Customer Service Team at customercare@nanushka.com.
If you are still not sure which size to choose, feel free to contact our Customer Service Team at customercare@nanushka.com.
Where can I find the care instructions for a garment?
You can find the care instructions for each garment in the product description. You can also find this information on the inside label of our products. Please make sure to handle each product according to the care instructions so you can enjoy your Nanushka pieces for a long time.
The item I’d like to purchase is out of stock. Will it come back into stock?
Please subscribe to the waitlist on the product page to be notified whether the item comes back into stock. You may also check our Stockists page.
7. TECHNICAL ISSUES
My payment has been rejected.
In most cases, this is caused by the issuing bank’s policies. Please contact your credit card provider or contact PayPal directly to find out the reason and whitelist the transaction. Please note that with the implementation of the fifth Anti-Money Laundering Directive (AMLD5) into national legislation of EU member states, the allowed transaction amounts of anonymous prepaid cards have been lowered to 50 EUR for card-not-present (E-commerce) transactions.
I haven’t received a confirmation of my order. Is my order still valid?
Please make sure your order confirmation email is not sitting in your junk folder. If you haven’t received an order confirmation email within an hour, please contact our Customer Service Team about the status of your order at customercare@nanushka.com and they will look into it.
I can’t log in to my account.
Please make sure to sign in with the right email address and correct password. Click on the “Forgot your password?” button if you need to reset your password.
If you experience further issues, please contact customercare@nanushka.com.
If you experience further issues, please contact customercare@nanushka.com.
How can I unsubscribe from your newsletter?
We are sad to see you leave. The Nanushka newsletters offer a weekly edit of news, exclusive offers and style inspiration. If you still want to unsubscribe, you can do so here.
Do I need to create an account to place my order?
While we recommend creating an account for a faster checkout process, you can place your order as a guest.
8. CONTACT AND CUSTOMER CARE
How can I contact Nanushka customer service?
For information about products, orders, returns & exchanges and all online support, please feel free to contact us at customercare@nanushka.com. Our Customer Service is an English and Hungarian-speaking team.
We are open Monday to Friday 10am - 5pm Central European Time.
We are open Monday to Friday 10am - 5pm Central European Time.
How long does it take to answer my inquiry?
Our team makes every effort to reply to all messages as soon as possible, however, during peak periods it might take up to two business days for us to get back to you. In case your inquiry is urgent, you can also call our team. Please find our contact details here.
Where is your store located?
At the moment we have three stores, located in Budapest, New York, and London. Please find the updated opening hours, and any COVID-19 related updates on the store pages above, and on our COVID-19 updates page.
You can find our list of global stockists here.
You can find our list of global stockists here.
How can I contact your sales team?
For international wholesale inquiries, please contact sales@nanushka.com.
How can I contact your PR team?
For press-related inquiries, please contact press@nanushka.com.
Do you have any open positions at the moment?
Please visit our careers page here for all vacancies.
9. KLARNA
Who is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.
How does it work?
Shop now. Pay later with Klarna.
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:
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:
Step 1
Add products to your cart and select “Klarna” when you check out
Step 2
Enter a few personal details and you’ll know instantly if you’re approved
Step 3
Klarna will send you an email confirmation and reminders when it’s time to pay
Step 4
You can complete your future Klarna purchases with just one click
In which countries is Klarna available?
Currently, on Nanushka.com, Klarna is available in Austria (Pay Later, Slice it), Belgium (Pay Later), Finland (Pay Later, Slice it), Germany (Pay Later, Slice it), Italy (Slice it), Spain (Slice it), and The Netherlands (Pay Later).
How does Pay later in 3 interest-free instalments work?
Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Nanushka and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.
How does Pay later in 30 days work?
Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you're happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in Klarna.app or by logging into www.klarna.com.
What happens if I cancel or return my order?
As soon as Nanushka has accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.
I have been asked to go to the Klarna site. Is this correct?
You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by Nanushka. All transactions take place via connections secured with the latest industry standard security protocols.
I've received a statement, but I've not yet received my goods.
In the event that your goods have not been received please contact Nanushka to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.
I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.
I have asked for a refund. How will I be refunded?
Refunds shall be issued back to the debit or credit card which was originally entered at checkout.
I haven’t received an email with my statement/payment information.
You can log in the Klarna app or at www.klarna.com, where you will find all of your orders and payment schedule information.
I still have questions regarding payment, how can I get in touch?
Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.
10. CLEARPAY/AFTERPAY
What is Afterpay/Clearpay?
Afterpay is a buy now, pay later payment method offering shoppers the option to pay in 4 interest free installments. Originally from Australia, Afterpay is now also available in New Zealand, USA, and Canada.
Clearpay is the European brand of Afterpay, a popular BNPL method in Australia and North America. Clearpay is available in the following countries in Europe: UK, France, Spain and Italy.
Clearpay is the European brand of Afterpay, a popular BNPL method in Australia and North America. Clearpay is available in the following countries in Europe: UK, France, Spain and Italy.
How does it work?
- Proceed to the checkout page on merchant’s website
- Select Afterpay/Clearpay from the list of payment methods available
- Review payment information
- You will be redirected to the Afterpay/Clearpay website where your payment will be processed.
- You will be redirected to nanushka.com after the payment is completed.
In which countries is Afterpay/Clearpay available?
Afterpay/Clearpay is currently available in the following countries: France, Italy, Spain, United Kingdom, Australia, New-Zealand, United States, Canada.
What happens if I cancel or return my order?
As soon as Nanushka has accepted your cancellation/return Afterpay/Clearpay will cancel any future scheduled payments as well as refund any amounts due.
Is my payment information safe?
Payment information is processed securely over Afterpay/Clearpay. No card details are transferred to or held by Nanushka. All transactions take place via connections secured with the latest industry standard security protocols.
I have canceled my order. How long will it take until I receive my refund?
As soon as Nanushka has registered your cancellation or your return, the refund will be processed within 5-7 business days.