FAQ – Nanushka

I. orders

You cannot cancel your order yourself, but we can of course help you. The order can only be cancelled before it has shipped and before our warehouse has started working with the order. After that, we cannot guarantee a cancellation. When the order has been shipped, you will receive a shipping confirmation email. If you have requested a cancellation after the order has shipped, you must instead return it for a refund.

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 client service team at customercare@nanushka.com with your order number.

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.

With the information we are going to be able to start our internal investigation and get back to you with a solution as soon as possible.

Occasionally, orders or parts of an order are canceled by our system for various reasons. Some reasons are:

  • Item(s) not available
  • Difficulty in processing your payment information
  • Cannot ship to address provided
  • Duplicate order was placed

If your order is canceled by us, you will receive an email which will explain the reason for the cancellation. You will not be billed for any canceled items. If your order has been canceled and you have not receieved a notification from us, please contact our Client Service team by email via customercare@nanushka.com

At the moment we do not offer in-store pick-up service at our flagship store locations.

You must contact our client service team to change your shipping address. The shipping address can only be changed before the order has shipped. Unfortunately, you cannot update your shipping address yourself after the order has been placed. Currently, we can only change the shipping address within the delivery country.

At this time we are unable to combine the shipping of multiple orders. We apologize for the inconvenience.

Due to U.S. customs regulations and import limits, we are currently unable to process orders over $800 for delivery to the United States. We appreciate your understanding.

II. Payments

We accept Visa, MasterCard, Maestro, Union Pay, American Express cards and local payment providers, and you can also pay with PayPal, Google Pay Shop Pay or Klarna.

If you have any questions regarding this, please contact customercare@nanushka.com, or read more about it below.

By placing your order, you agree (i) to make your purchase from Global-e as merchant of record for this transaction, subject to Global-e's Terms & Conditions; (ii) that your information will be handled by Global-e in accordance with the Global-e Privacy Policy; and (iii) that your information (excluding the payment details) will be shared between Global-e and Nanushka.

Unfortunately we are unable to change your billing address once the order is captured. If you need further support please contact our Client Service Team. 

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. 

To protect the security of our clients and our site, your order might get cancelled or we ask you to confirm your order. In these cases we will notify you via email.

III. Gift Cards

You can purchase digital gift cards on Nanushka.com with different amounts.

Digital gift cards are purchased in your local currency and can be used locally online as well.
Please note that digital gift cards purchased on the website cannot be used in the Nanushka stores.

A digital gift card can be used for a year. (12 months from the date of purchase.)

Please note that once a whole amount is used from a digital gift card it automatically expires.

Please note that you can get a refund on orders placed with the digital gift card, you can read more about this here.

However the digital gift card itself is non-refundable and non-returnable.

Once you purchase a digital gift card, we are unable to change the amount on it.

Digital gift cards count as a currency, therefore we are unable to share an issued gift card number.

If you need support regarding your gift card, please contact us via customercare@nanushka.com and provide an order number or an email address. 

The digital gift card can either be sent to the person who purchased it, or directly to the recipient.

Yes. If you make a purchase with the digital gift card and you need to return something from your order, the amount will be refunded to the digital gift card. If you paid for your order by a gift card and a credit card, the refund will be processed through the original method of payment. 

If your order is eligible for a refund, we can create a new card for you with the refund amount.

Digital gift cards can be used on all products available at Nanushka.com except Digital Gift Cards.

IV.  DELIVERY

You can find our detailed shipping policy here with the shipping costs included.

We dispatch orders within 2-3 business days. During peak periods, it might take up to 3-5 business days due to the high volume of orders.

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.

Free shipping on all customized Nanushka x ASICS sneaker orders - expected dispatch within 2-4 weeks, our Client Care team will share important order updates directly. Once dispatched, you will receive a shipping notification.

Within the EU and Hungary, orders are usually delivered in 3-5 days. Orders outside of the EU usually take 5-7 business days to arrive. Delivery times are indicated from the day the order has been dispatched.

In accordance with certain countries' unique customs regulations, the customs office may ask for the importer's SSN or federal tax ID to be able to complete the clearance of the parcel. If the delivery company has contacted you or you have more questions regarding your country's regulations, please contact the delivery company directly.

Once your order is dispatched, you receive an email notification that contains a tracking link. You can also track your order here.

Unfortunately, we do not ship to PO boxes.

Unfortunately, due to current regulations, we are currently unable to ship to the Russian Federation.

Orders may require signature upon delivery, at which point responsibility for the shipment passes to you. If you have specified a recipient other than yourself for delivery purposes, you also accept that signature by the third party is sufficient proof of delivery and fulfillment by Nanushka.

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 client 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.

Sometimes the Carrier company will request further information on the items in your package, to complete the customs clearance processes. In case they ask you for information related to the products, please reach out to our Client Service Team at customercare@nanushka.com so we can support you on this and make sure that your order is delivered in the expected delivery window.

V. Returns and refunds

Please visit returns page to check our return policy or to start your return process.

Yes, you can return sale items, our regular Return Policy is valid for sale items as well.

Shopping Archive Sale? For any refunds on Archive Sale products, a returns processing fee of £10, or equivalent to your local currency,  will apply per order.

Please visit our returns page to start your return process.

Please note that registering your return is a requirement prior to shipping.

Once we receive and approve your return, the refund will be processed within 7-10 days at the latest.

We do not provide exchanges.

If you are interested in a different size or colour, please return the item(s) and place a new order.

We do not provide exchanges.

If you are interested in a different size or colour, please return the item(s) and place a new order. You can read more about returns here.

Delivery charges are non refundable.

VI. PROMOS AND DISCOUNTS

We welcome all new clients to Nanushka with a one-time discount of 10%. All you need to do is subscribe to our newsletter and confirm your email address, and we’ll send you a discount code to use at checkout.

Please note that the discount is applicable one time and on full price items.

The Nanushka x ASICS sneakers are excluded from any promotions or discounts.

The code is case sensitive, so please copy and paste the code just as you received it. Check that you haven’t added unnecessary space. 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.

The Nanushka x ASICS sneakers are excluded from any promotions or discounts.

No, you can only use one discount code at a time.

Please note that in our Promotional periods we charge a  £10 processing fee,or equivalent to your local currency, on all returned orders that were purchased within a promotional period on a discounted price. To learn more about this, please read our Promotional Terms and Conditions here or read our FAQ Archive Sale section below. 

VII. Products and Stock

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. Additionally, you could also check the Fit Predictor on the product page. This tool helps you find the best fit using existing data, without the need for physical measurements.

If you are still not sure which size to choose, feel free to contact our Client Service team at customercare@nanushka.com

You can find the care instructions for each garment under the "Materials and Care" section. 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.

Please subscribe to the waitlist on the product page to be notified if the item comes back into stock. You may also check our Stockists page.

Please note that the waitlist is not a pre-order, which means you will only get notified of the item being back in stock, and you won’t buy it automatically. 

VIII. Technical Issues

In most cases, this is caused by the issuing bank’s policies. Please contact your credit card provider or contact payment provider 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.

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 client Service Team about the status of your order at customercare@nanushka.com and they will look into it.

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

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.

While we recommend creating an account for a faster checkout process, you can place your order as a guest.

IX. Contact and Client Service

For information about products, orders, returns & exchanges and all online support, please feel free to contact us at customercare@nanushka.com. Our client Service is an English and Hungarian-speaking team. 

We are open Monday to Friday 10am - 5pm Central European Time.

We aim to respond to all inquiries within two business days.

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 at 0036709405298 for any immediate assistance.

At the moment we have five stores, located in Budapest, New York, London and Shanghai.

Please find the opening hours, and any useful information on the store pages above. 

You can find our list of global stockists here.

For international wholesale inquiries, please contact sales@nanushka.com

For press-related inquiries, please contact press@nanushka.com

Please visit our careers page here for all vacancies.