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.

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?

No, we currently only offer a flat shipping fee, check our shipping prices 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

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 Return Policy 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 about the Return Policy here.

SPECIAL CONDITIONS: For hygiene reasons, underwear briefs/thongs and swimwear bottoms cannot be returned or exchanged.

If you need an extra hand, do not hesitate to contact us at 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.

ORDER ISSUES

16. 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.

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

We advise you to always take pictures of your package before opening it and 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.

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

The first thing to do is take pictures of the item you received and send them to email us at customer.care@nu-in.com, the damaged item will be analyzed by our very professional quality department and if we accept the claim you will be compensated accordingly.

19. 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

20. 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.

21. 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

22. 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

23. 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).