FAQ

Once your order has been dispatched, you will receive an e-mail with tracking information. In the e-mail, you will find detailed tracking information so you can follow the progress of your order. Use the Track & Trace code to track your parcel on our delivery partner's website.

In general delivery takes 8-12 days.

Please note that your order may sometimes be delayed during busy periods.

We understand that circumstances may change, but our commitment to quick processing means we're already working diligently to prepare your order for shipment as soon as it's received. Therefore, we kindly ask our customers to double-check their orders before finalizing payment.

If you have any questions or concerns regarding your order, please don't hesitate to contact our customer supportteam. We're here to assist you in any way we can within the constraints of our rapid processing system.

If the item(s) are not to your liking you can always return them within 30 days.

We operate a 30-day return period during which the customer can return their package. These 30 days start when the package is received. Please note that the return must be sent back to us within these 30 days.

• We only accept items in their original condition!
• Items on sale cannot be refunded. However, you can exchange them if you have ordered the wrong size or if they do not fit.

Exchanging or returning an order is very easy:

1. Within 30 days of receiving your order, send an email to info@nilou-london.uk indicating that you want to exchange one or more products.
2. Our team will promptly provide you with return instructions.
3. Follow the provided instructions to complete the return process.

If you want to cancel your order, you can do so within 24 h after purchase. We understand that circumstances may change, but our commitment to quick processing means we're already working diligently to prepare your order for shipment as soon as it's received. Therefore, we kindly ask our customers to double-check their orders before finalizing payment.

If you have any questions or concerns regarding your order, please don't hesitate to contact our customer supportteam. We're here to assist you in any way we can within the constraints of our rapid processing system.

If the item(s) are not to your liking you can always return them within 30 days.

We always aim to answer every question within 48 hours.

If you have any questions, don't hesitate to contact us, we are happy to help. Our experts are available 6 days a week to answer all the questions you may have.

Contact: info@nilou-london.uk