FAQ – Nanushka
I. orders
Can I cancel my order after I placed it?
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.
Can I change an item in my order after I have placed it?
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.
I’ve received a faulty item in my order. What should I do?
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.
My order or an item from my order has been cancelled. What should I do?
Occasionally, orders or parts of an order are cancelled 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 cancelled by us, you will receive an email which will explain the reason for the cancellation. You will not be billed for any cancelled items. If your order has been cancelled and you have not receieved a notification from us, please contact our Client Service team by email via customercare@nanushka.com
Can I collect my purchase in store?
At the moment we do not offer in-store pick-up service at our flagship store locations.
Can I change the shipping address after I placed an order?
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.
Can I combine the shipping of my orders?
At this time we are unable to combine the shipping of multiple orders. We apologise for the inconvenience.
II. Payments
Payment methods
We accept Visa, MasterCard, Maestro, Union Pay, and American Express cards, and you can also pay with PayPal, Google Pay or Shop Pay.
All transactions are secure and encrypted. We never store your credit card information.
I forgot to add a billing address to my order. What can I do?
Please email our client service team at customercare@nanushka.com with your order number and billing address. However, please note that if your order has already processed and dispatched, we are unable to change the details of your order.
Currencies
On Nanushka.com you can currently pay in Euro, United States Dollar, British Pound Sterling, Hong Kong Dollar, Australian Dollar, Hungarian Forint, Japanese Yen. We have different currencies set for shipping locations, these cannot be changed. Currency conversion fees may be added based on your bank’s policies. Please contact your bank for further information. We are unable to cover these extra costs.
I’ve received an email that my order might be fraudulent. Why?
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.
III. PROMOS AND DISCOUNTS
I’m a new client. Can I get a discount on my order?
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.
My discount code doesn’t work. What can I do?
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.
Can I use more than one promo code at checkout?
No, you can only use one discount code at a time.
Do you offer a wholesale discount?
If you are interested in becoming a wholesale partner of Nanushka, please contact our sales team at sales@nanushka.com
IV. DELIVERY
How much does shipping cost?
You can find our detailed shipping policy here with the shipping costs included. We take care of all import taxes and duties for orders outside of the EU.
Which region is my country in?
UK/GBP Europe countries
GB, GG, GI, IM, JE
Within the EU except Hungary AX, AL, AD, AT, BE, BG, BA, BY, CH, CY, CZ, DE, DK, ES, EE, FI, FR, FO, GR, HR, IE, IS, IT, XK, LI, LT, LU, LV, MC, MD, MK, MT, ME, NL, NO, PL, PT, RO, SJ, SM, RS, SK, SI, SE, VA
Hungary
HU
USA + USD countries
US, CA, MX, PR, GU, VI, BQ, AS, MP, TC, EC, SV, ZW, TL, FM, PW, MH, PA
Outside the EU
AW, AI, AE, AQ, TF, BL, BM, BV, CI, CK, CV, CW, KY, EH, GP, GL, HM, IO, IL, KG, KW, LB, MF, MS, MQ, YT, NU, PN, PF, QA, RE, SA, PM, SX, TK, TR, UM, UZ, VG, WF, SHAF, AO, AR. AG, BJ. BF, BD. BS. BI, BZ. BO. BB. BN. BT. BW, CF, CL. CM. CD. CG, CO. KM. CR, CU, DJ, DM, DO, DZ, EG, ER, ET, FJ, FK, GA, GH, GN, GM, GW, GQ, GD, GT, GF, GY, HN, HT, ID, IN, IR, IQ, JM, KE, KH, KN, LA, LR, LY, LC, LK, LS, MA, MG, ML, MV, MM, MN, MZ, MR, MO, MU, MW, MY, NA, NC, NG, NE, NI, NP. OM, PK, PE, PH, KP, PY, RW, PS. SG, SB, SL. SD, SN. SS, ST. SR, SZ. SC. SY, TD, TG. TH, TJ, TM. TT, TN. TW. TZ. UG, UY, VC, VE, VN, VU, WS, YE, ZA, ZM, SO, AM
China
CH
Hong Kong
HK
Japan
JP
Australia & New Zealand
AU, NZ
Oceania
CC, CX, KI, NF, NR, TV
How long does it take to dispatch my order?
Usually we dispatch orders within 1-2 business days. 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.
How long will it take to receive my order once it has been dispatched?
Within the EU and Hungary, orders are usually delivered the next business day. Orders outside of the EU usually take 3-5 business days to arrive. Delivery times are indicated from the day the order has been dispatched.
Should I expect any taxes or customs duties when I receive my order?
We are pleased to take care of all import taxes and custom duties for our clients. However, please note that certain countries' customs regulations might not allow this. If you have any doubts, please contact our client service team.
Why is the delivery company asking for my SSN/ federal tax ID?
In accordance with certain countries' unqiue 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.
Can my order be delivered to a PO box address?
Unfortunately, we do not ship to PO boxes.
Do you ship to Russia?
Unfortunately, due to current regulations, we are currently unable to ship to the Russian Federation.
Do I need to sign for my order?
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.
Why hasn’t my order arrived within the indicated delivery time?
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.
V. Returns and refunds
What is your return policy?
Please visit returns page to check our return policy or to start your return process.
Can I return a sale item?
Yes, you can return sale items, our regular Return Policy is valid for sale items as well.
I’m not eligible for a free return. How do I return an item?
You either have the option to purchase a return label from us, or choose to manage the delivery yourself and use the shipping provider that works best for you. You can start the return process here.
In case you choose to manage the return yourself, we encourage you to return your item(s) to us via a registered or traceable postal service, and take note of your tracking number. Please ensure you send your return by a prepaid method of shipping. We are not liable for the loss of garments being returned. We do not accept returns sent by regular postal service outside of the EU.
I would like to return an item. What should I do?
Please visit our returns page to start your return process.
Please note that registering your return is a requirement prior to shipping.
How long will it take for my refund to be processed?
Once we receive and approve your return, the refund will be processed within 14 days at the latest.
I really love the product I’ve received, but I need it in a different size. Can I exchange it?
Due to improvements currently being introduced in our systems and processes we do not provide exchanges at this time.
If you are interested in a different size or colour, please return the item(s) and place a new order.
Can I exchange my order for a different Nanushka piece?
At the moment, we do not provide exchanges. In this case, please place a new order for the other piece you’d like to receive instead and return the unwanted item to us. You can read more about returns here.
Do you refund delivery charges?
Delivery charges are non refundable.
VI. Products and Stock
I’m not sure which size to choose. Can you help me?
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
Where can I find the care instructions for a garment?
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.
The item I’d like to purchase is out of stock. Will it come back into stock?
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.
VII. Technical Issues
My payment has been rejected.
In most cases, this is caused by the issuing bank’s policies. Please contact your credit card provider or contact PayPal 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.
I haven’t received a confirmation of my order. Is my order still valid?
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.
I can’t log into my account.
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
How can I unsubscribe from your newsletter?
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.
Do I need to create an account to place my order?
While we recommend creating an account for a faster checkout process, you can place your order as a guest.
VIII. Contact and Client Service
How can I contact Nanushka 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.
How long does it take to answer my inquiry?
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.
How can I contact your sales team?
For international wholesale inquiries, please contact sales@nanushka.com
How can I contact your PR team?
For press-related inquiries, please contact press@nanushka.com
Do you have any open positions at the moment?
Please visit our careers page here for all vacancies.
Archive sale
How can I access the Archive Sale?
To access the Archive Sale, all you need to do is subscribe to our newsletter and we will email you the link and the password.
How long is the Archive Sale?
Our Archive Sale will be live between November 21-27.
The item I want is out of stock, will it be restocked?
The products featured in our Archive Sale have limited quantities available and will not be restocked in the future.
How long will it take for my order to arrive?
Our aim is to process each order as quickly as possible, however, due to the high volume of sales during the Archive Sale, it may take up to 3-5 business days for orders to dispatch from our warehouse. Delivery times are available for each region on our Shipping page. Please note that the delivery times are indicated from the day when the shipment of your order has been confirmed by Nanushka.
Can I return Archive Sale items?
Products purchased during the Archive Sale are eligible to return within 14 days upon the delivery of your order.
Please note that items purchased during our Archive Sale will be charged at £20 per order for a return fee. This amount is not fixed per currency and will deduct according to the day’s fx rate in the currency of the order you placed.
For more information on returns, please visit our Returns page. Please note that items returned after the 14-day deadline will not be accepted and will be returned to you.