FREQUENTLY ASKED QUESTIONS

MY ORDER

1. CAN I EDIT MY ADDRESS?

You can email us at customer.care@nu-in.com and we will do our best to change your address before your order is shipped.

In general, we’re really quick at picking and packing your order to ship and once your order has been shipped, we’re no longer able to edit your address. In case it’s too late for us to make the change, try to contact the carrier to do so.

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

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

3. CAN I CANCEL MY ORDER?

If you want to cancel your order, please email us as soon as possible at customer.care@nu-in.com before your order is shipped. Our customer care team will try their best to cancel your order but our warehouse is usually fast to ship the orders. If a cancellation is too late, you can then contact the carrier directly and request them to return your order to the sender.

If your order was delivered, according to your right of withdrawal, you may cancel your order without any given reason within 14 days after the date of purchase. You can then ship it back to us and we will activate your refund. Please note that the return costs of your order will be deducted from your refund.

4. CAN I TRACK MY ORDER?

Yes, once your order is shipped, you receive your tracking information by email, where you will be able to follow your order right to your door.

5. WHEN MY ORDER WILL BE DELIVERED?

We offer you an estimation of how long your order should take to arrive at your door. However, in busy periods or extraordinary circumstances, the shipments can take extra time and delays may occur. We count on your understanding of that. Deliveries are ultimately the responsibility of the carriers and if you have any specific questions about the delivery of your order, contact directly the carrier that is handling your order.

6. HOW DO I KNOW MY SIZE?

Choosing your size was never easier, check the size guide near your favourite garment or check the general information on the Size Guide. Unless advised otherwise, we would advise you to choose your normal size. However, if you have a specific question, reach out to us and provide your body measurements and desired items and we’ll give you our best advice.

7. 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 emailing customer.care@nu-in.com. If you find it easier, you may also drop us a line at the chat on our website or message us on social media!

SHIPPING

8. WHERE DO YOU SHIP FROM?

Our logistics partner fulfilment centre is based in Portugal.

If you live outside the EU, please bear in mind that customs taxes and duties are not included in 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 government for more information.

9. DO YOU SHIP WORLDWIDE?

Sadly, we’re not currently shipping to every corner of the globe yet. You can find the countries we're shipping to here.

10. DO YOU OFFER FREE SHIPPING?

Yes, we do offer free shipping for certain locations! Check if you have a free shipping offer for your country 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, Clearpay 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 & EXCHANGES

13. CAN I RETURN FOR FREE?

Yes, you can! To benefit from a free return, select the 'refund to store credit' option when submitting your return.
 
 
If you prefer a 'refund to same payment method', we will deduct a return fee from your refund, which is calculated according to your country, find out more here.

14. cAN I EXCHANGE FOR FREE?

If this option is available for you... you can!

At the moment exchanges are available for the following countries:

      • Austria
      • Belgium
      • France
      • Germany
      • Italy
      • Luxembourg
      • Netherlands
      • Portugal
      • Spain

15. HOW DO I RETURN MY ORDER?

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

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. Read more abour our Return Policy.

SPECIAL CONDITIONS: For hygiene reasons, underwear briefs/thongs, underwear bodysuits, socks, tights, swimwear bottoms, face mask and pierced jewellery cannot be returned or exchanged. Items produced on demand also cannot be returned or exchanged.

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

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

Refund to same payment method: The refund will be made via the same payment method used for your initial purchase within 3 working days from the moment your return is received at our warehouse. Once the return is completed, the refund can take up to 14 days to be processed.

 

Refund to store credit: The voucher will be reedemable at nu-in.com for 6 months. This option is FREE.

17. Exchanges: how long will it take to receive my new order?

Once your return has been received at our warehouse, it will take up to 3 business days for us to create a new order for you. You will be notified once your new order is created and notified again once your new order is shipped.

The shipping and delivery process and timings will be similar to a normal order. For more information, please refer to our Shipping page.

MYSTERY BOX

18. What is a mystery box?

A mystery box contains a selection of up to 3 products and the products you receive will always be worth more than you pay.

You can choose your favourite theme: Active, Casual, Party or Trend!

More than that we cannot tell…  it’s a surprise!

19. Can I choose the size of my products?

Absolutely! You can select your size for all the products of the box, on the Mystery Box product page. You cannot choose different sizes within the same box though!

20. What is the packaging used?

Your products are packaged in branded nu-in packaging made of Carton 100% FSC paper or 100% Recycled Mailer.

Designs of the mystery box are merely illustrative and will not represent the real packaging.

21. When are boxes sent out?

Mystery boxes follow our normal shipping procedures. Find more here.

22. Can I return or exchange my items?

You can return your mystery box and receive a refund. Individual items cannot be returned unless allowed by our customer care team. Our Return Policy applies.

PRINT-ON-DEMAND

23. How does Print-on-Demand work?

Our weekly Blank Canvas capsules are printed exclusively on-demand in our online shop.

Each print is available for one week only, launching Sunday and ending Saturday of the

following week.

Once you have placed an order, your garment will be printed, packed and shipped. This process will take 2 weeks.

As this product has been made especially for you and is only available for a week, we, unfortunately, cannot accept returns on this item.

24. How many garments can I purchase?

There is no limit to the print-on-demand items you can purchase.

Every week there is one special print to purchase, which will be replaced the following week.

25. Can I purchase print-on-demand items together with ‘normal’ items?

Yes, you may purchase any items in the same order and then receive both at the same time (greener option) or receive 2 different packages.

As a standard, they will be shipped together, and the ‘normal’ items will need to wait for the print-on-demand item(s) to be ready, so they can be shipped together.

26. How long will the delivery take?

After the print-on-demand items are ready, they will be packed and shipped. You then will receive a notification with the tracking information. The delivery will be processed as usual and you may check your country’s delivery times here.

27. How do I know my size?

Print-on-demand garments have an oversized fit, so we advise you to choose your usual size. You can check our general size guide here. If you need any personalized advice, just reach out to our customer service!

28. What are the payment options?

We accept all payment methods we offer at our store. You will need to pay when placing the order according to the payment requirements of the payment method you select.

29. How can I follow the status of my order?

After you place your order, you will receive a shipping notification in 2 weeks and then you can follow your order. We’ll be sending a few email updates with the status along the way, don’t worry we won’t spam you.

30. Can I use my welcome discount code on Print-on-Demand items?

No, Print-on-Demand items are produced especially for you and for this reason cannot be combined with any discounts.

31. Can I cancel my order?

You can cancel your order before your order has been shipped and you will receive a full refund after the request has been successfully completed.

After your order is shipped, we are no longer able to cancel your order.

32. Can I return Print-on-Demand items?

Print-on-Demand items are non-returnable and not exchangeable as they are produced especially for you.

ORDER ISSUES

33. WHAT SHOULD I DO IF MY ORDER SEEMS LOST?

If you’re not seeing an update on the tracking of your order, contact the carrier which is handling your order to understand the whereabouts of your order and possible estimations for delivery.

In case you can’t find where your order was delivered, please contact the carrier from your city as well to ask for delivery details.

After this, if you’re still not able to locate your order, get in touch with our customer care team, to open an investigation with all the parties involved, which may take a while.

34. WHAT SHOULD I DO IF MY PACKAGE ARRIVES DAMAGED?

We advise you to always check the state of your package before accepting the delivery of your order. If the package seems to be in unsuitable condition, make a note on the delivery form that you can request to the delivery person.

In that case, also take pictures of your package before opening it and more pictures once opening it, so you have evidence of the state you have received your package and the content. We may not be able to proceed to investigation or assume responsibility in case something is wrong with your order if you have not taken pictures beforehand.

35. WHAT SHOULD I DO IF AN ITEM ARRIVES DAMAGED?

The first thing to do is to make pictures and videos of the item and email them to customer.care@nu-in.com. The information and evidence provided will be analysed by our very professional quality department. In specific cases, you may also be requested to return the item in question for further inspection. Should your claim be accepted, you will be compensated accordingly.

36. WHAT SHOULD I DO IF I RECEIVE THE WRONG ITEM?

It usually does not happen but if it does please inform our customer care and they will help you return the wrong item with no extra costs associated and will open an inquiry with the warehouse. We will send your correct item or refund it if the item you wished for is no longer in stock.

OUR BRAND

37. 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.

38. WHY IS NU-IN SUSTAINABLE?

nu-in is born out of necessity and with a 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 practices in the Sustainability section of our website.

GIFT CARDS

39. 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

40. WHERE CAN I FIND YOU ON SOCIAL MEDIA?

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