Frequently Asked Questions

SHIPPING

1. WHERE DO YOU SHIP TO?

Here’s a list of countries below:

2. WHAT ARE THE SHIPPING TIMES AND PRICES?

Shipping times and prices will vary depending on the type of shipment and location. You can find the shipping information for your country here.

3. CAN I TRACK MY ORDER?

Yes, it’s super straightforward. You can track your order through our tracking service available here.

PAYMENT

4. WHAT ARE YOUR PAYMENT OPTIONS? 

You can pay for products with the following official payment providers: American Express, Apple Pay, Google Pay, Maestro, PayPal, Mastercard, Shop Pay and Visa. Please be aware that some providers may direct you to further security checks in order to complete your transaction.

RETURNS

5. HOW DO I RETURN MY ORDER?

Did you know in Germany alone last year, 300 million items were returned!? We’re on a journey from the outset to decrease returns by 40% so we hope our pioneering AI technology or customer service has done the trick.

If you’re not satisfied with your purchase, you have 30 days from the date of your order to return the item(s) to nu-in.

To start the return process, please head to Returns Center and follow the simple steps to complete your return. Please place your items within the original packaging with all tags attached, with items in the same condition as you received them. You can find more the Return Policy here.

SPECIAL CONDITIONS: For hygiene reasons, face masks, underwear briefs/thongs, bodies, socks, tights, swimwear bottoms and pierced jewellery cannot be returned or exchanged.

If you need an extra hand, do not hesitate to contact us on customer.care@nu-in.com.

6. HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY REFUND?

The refund will be made via the same payment method used for your initial purchase. It can take up to 30 days to receive and complete your return. Once the return is completed, the refund can take up to 14 days to be processed. Please note that due to the current world pandemic, this process could take a little longer. Read more about our Return Policy.

7. HOW CAN I CANCEL MY ORDER?

Cancellations are not possible at this moment, when the order has been placed.

8. CAN I AMEND ANY PART OF MY ORDER?

We're sorry, we cannot amend any part of your order or upgrade Standard Delivery to Express once submitted. However, if you wish to amend your shipping address, you can request this from your courier directly once your item is shipped.

SUSTAINABILITY

9. WHY IS NU-IN SUSTAINABLE?

nu-in is born out of necessity and with responsibility to protect our planet and its inhabitants. Having the lowest possible impact on the environment underpins every decision made. We use a variety of methods to ensure we’re as sustainable as possible. From using recycled materials within our garments, to ensuring we reduce co2 as much as possible in all aspects of our business, the list goes on!

You can read more about our sustainable credentials here.

10. WHERE ARE YOUR PRODUCTS MADE?

We take complete pride in our process, product and people. That’s why we are extremely proud to partner with a select number of factories situated in both Turkey and Portugal, who are as committed to sustainable development within our industry as we are. We ensure each factory invests in clean energy and innovative methods to reduce waste where possible.

Read more about our factories here.

OUR BRAND

11. WHAT IS NU-IN?

Fashion. Sustainably Driven.

We were founded in 2019 by a group of friends who have been working within the industry for a combined duration of 50+ years. nu-in grew from a desire to create a clothing both fashion forward and affordable.

Read more about our story here.

12. DO YOU DONATE ANY OF YOUR PROFITS?

We aim to donate 1% of our profits to a partner charity for three months at a time. We are currently in the process of finalising working with our first charity who focus on protecting the rights of garment workers.

13. WHAT MATERIALS DO YOU USE?

Our materials are something we are truly proud of, we want to make it as easy as possible for people to learn about sustainable materials and how and why these are better for our planet. We pledge to use as many sustainable materials as possible but in some cases, innovation just may not be there yet. If this is ever the case, we ensure we only ever consider lower impact certified fabrics.

Read more about our materials here.

14. HOW CAN I REACH CUSTOMER CARE?

If you are struggling with something, let us know. We are always happy to help you… you can reach our customer care by sending an email to customer.care@nu-in.com.

COVID 19

15. HOW IS NU-IN OPERATING DURING COVID-19?

During this world pandemic, the most important thing for us is safety. Our factories and warehouse are closely following the guidelines given by the sanitary authorities. For instance, we’ve kept to strict rotation rotas and social distancing measures, checking workers’ temperature twice a day and if the worker reports temperatures above 37.2 °C, they are sent home. Following this, the workplace is disinfected right away.

Our workers are always equipped with protective equipment, working in smaller numbers and the canteen is restricted to a capacity of 10 people at the same time to promote social distance. In the event of a worker testing positive, all staff will be sent home and after a suitable amount of time, a full replacement team will be sent in.

We’re also helping those who are out of work by giving positive opportunities to influencers and models, deciding to shoot campaigns in the safety of people’s homes, directing the shoot digitally.

Learn more about our radical responsibilities during COVID-19 here.

GIFT CARDS

16. DO YOU OFFER GIFT CARDS?

This isn’t something we currently offer, but fear not, it’s certainly in the pipeline!

SOCIAL MEDIA

17. WHERE CAN I FIND YOU ON SOCIAL MEDIA?

You can find us on Facebook, Instagram and Twitter.

Tag us or use #shopnuin or #nuinmywardrobe for us to see your looks (you may even get the chance to be featured on our Instagram).