MY ORDER

1. CAN I EDIT MY ADDRESS?

We’re sorry, we’re not able to edit your address anytime, due to our logistics limitations. If you wish to edit your shipping address, you can request this from your carrier directly once your order is shipped.

2. CAN I EDIT MY ORDER, CHANGE, ADD OR REMOVE ITEMS?

Unfortunately, we cannot edit any part of your order or upgrade Standard Delivery to Express once submitted, due to our logistics limitations. This is something we’re working on offering in the future.

3. CAN I CANCEL MY ORDER?

Unfortunately, due to our logistics limitations we’re not able to cancel your order stop your order from being shipped, even if you inform us just after you’ve placed your order. If you don’t want to receive your order, you can contact the carrier once your order is shipped and ask to return your order to the sender.

4. CAN I TRACK MY ORDER?

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

5. WHEN MY ORDER WILL BE DELIVERED?

Deliveries are the responsibility of the carriers and if you have any question with the delivery of your order, please contact directly the carrier that is delivering your order.

SIZING

6. HOW DO I KNOW MY SIZE?

Choosing your size was never easier, with the help of the 'What's my size' button next to the size options. Find more details about this on our Size Guide.
If this button is not available or if you would like a personal recommendation, reach out to us and provide your body measurements and desired items and we’ll give you our best advice.

7. HOW DO I PICK THE PERFECT JEANS FOR ME?

We have dedicated pages to help you to find your dream jeans! In our Jeans Size Guide, you can understand your body type and learn how to measure yourself to find the perfect size! To help you to choose your fit, you can also visit our Jeans Style Guide and find out what jeans style you like the most!

SHIPPING

8. WHERE DO YOU SHIP FROM?

Our logistics partner fulfilment center is based in Poland and has many warehouses located in Germany.
If you live outside the EU, please bear in mind that customs taxes and duties are not included on the prices displayed on our website and you may be requested to pay for these before or after your order arrives. As customs taxes and duties vary according to several factors, please check with your local goverment for more information.

9. WHERE DO YOU SHIP TO?

Here’s a list of countries below:

10. DO YOU OFFER FREE SHIPPING?

Absolutely! We offer free shipping for certain locations when they are over the indicated minimum amount. Please find more information here.

11. 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.

PAYMENT

12. 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.

Please note that when paying in non-EUR currency, Shopify (when paying via card) or PayPal will convert other currencies to EUR and may also add exchange fees. As a result, the final price they will charge you is neither defined nor controlled by nu-in.

RETURNS

13. CAN I RETURN FOR FREE?

Unfortunately, you can't. If you would like to check how much it would cost to return to us, please visit our Shipping & Delivery page.

14. 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.

15. 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.

SUSTAINABILITY

16. 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.

17. 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

18. 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.

19. 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.

20. 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.

21. 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

22. 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

23. DO YOU OFFER GIFT CARDS?

Yes, we do. We offer digital gift cards. Surprise your friends and family and let them choose the products they're in love with. There are several e-gift card amounts available, find them here.

SOCIAL MEDIA

24. WHERE CAN I FIND YOU ON SOCIAL MEDIA?

You can find us on Facebook, Instagram, Tiktok 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).

STUDENTS DISCOUNTS

25. DO YOU OFFER STUDENT DISCOUNTS?

Yes, we offer a 15% discount if you’re a high school or university/college student eligible for a student discount. To be eligible for a student discount you must:

  • Be an actively enrolled student in a secondary educational institution of higher learning, including undergraduate, graduate, and/or vocational school or institution.

Validate your status as an enrolled student via one of our partners, check them here.

26. IF I STOP GOING TO SCHOOL FOR A PERIOD OF TIME WILL MY STUDENT DISCOUNT BE CANCELLED?

Once you’ve redeemed your student discount, it is yours for the duration of your period of study. If you choose to take a semester off, you will not be eligible for the discount during that time. When you re-enroll, you will once again become eligible. When you return, you will need to re-verify that you are actively enrolled in an eligible secondary educational institution.

26. CAN I USE MORE THAN ONE DISCOUNT CODE ON MY ORDER?

Your student discount cannot be used in conjunction with any other discount or offer applied at checkout.

27. HOW MANY TIMES CAN I USE MY STUDENT DISCOUNT?

Each student discount code is limited to one use only. If you would like to order again, please check our partner conditions to request another discount.

28. CAN I SHARE MY DISCOUNT CODE WITH FRIENDS & FAMILY?

No, your discount code is unique to you and should only be used by you. Customers found to have violated this policy may have their student account suspended and their eligibility for student discount withdrawn. Please see our Refer-A-Friend program for information on how you can be rewarded for introducing nu-in to your friends and family.