FAQ
FAQ
Order changes
Can I change my order?
Once your payment is complete, we immediately begin processing your order. Unfortunately, this means we cannot make any changes after purchase. If you’d like to add items, please place a separate order. For cancellations, you can return the item after receipt using our online portal at info@nur-aya.nl.
I haven’t received an order confirmation. What should I do?
First, please check your spam or junk folder, as the confirmation email might have been misdirected. If you still can’t locate it, contact us from the email address you used when ordering, and we’ll be happy to help at info@nur-aya.nl.
My received item is damaged. What should I do?
We’re sorry to hear this happened. If your item appears damaged upon arrival, please initiate a return at no charge via our online portal at info@nur-aya.nl. Include a clear photo of the damage and any notes if you’d like a replacement. If you need further assistance, email us at info@nur-aya.nl.
Shipping & address
Can I change my address after placing my order?
Once an order is submitted, we immediately forward your details to our carrier. This means we cannot alter the shipping address. Please ensure your address is correct at checkout. If you have concerns about your delivery, use the Track & Trace details provided in your confirmation email.
Can I track my order?
Absolutely. When your order is dispatched, you will receive an email with a Track & Trace code. Please note that tracking updates may begin the next working day once the carrier processes your shipment.
When do I receive my order?
We process orders swiftly—typically within 1 business day. After processing, your order is handed over to our shipping partner. You’ll then receive a Track & Trace email. If you’re unable to locate your package, please check with neighbors or look for a delivery notice. If issues persist, reach out to us at info@nur-aya.nl.
Returns & refunds
I received the wrong product. What should I do?
If your delivery doesn’t match your order, you can return the incorrect item free of charge. Please register your return using our online portal at info@nur-aya.nl.
How do I return my order?
Initiate your return request online at info@nur-aya.nl. Remember to include the original packing slip inside the package. Please note that online orders must be returned via our portal and not in-store.
How long do I have to return an item?
You have 14 calendar days from the delivery date to initiate a return. Returned items must be unworn, undamaged, and include all original labels and packaging.
How quickly will I receive a refund?
Once we receive your return, we conduct a quality check that may take up to 5 business days. If everything is in order, your refund will be processed to your original payment method within an additional 10 business days. If you haven’t received your refund after 15 business days, please contact us at info@nur-aya.nl.
I haven’t received a return form. What should I do?
Please use our online return portal at info@nur-aya.nl to register your return. Should you require any assistance, email us at info@nur-aya.nl.
Can I exchange my item?
We do not process direct exchanges. If you’d like a different item, please return the unwanted product and place a new order for your desired item.
What are the conditions for a return?
- Return Period: 14 calendar days from when you receive your parcel.
- Return Process: Use our online portal at info@nur-aya.nl. to submit your request.
- Shipping Costs: Return shipping is the customer’s responsibility unless the item was delivered in error.
- Product Condition: Items must be returned in their original condition—clean, unworn, and with all tags and packaging intact.
- Proof of Shipment: Please retain your tracking details as proof of return.
I returned an item but haven’t received my refund. What should I do?
After we receive and inspect your return (which can take up to 14 days), your refund is processed within 5 working days. If you do not see the refund after this period, please get in touch at info@nur-aya.nl.
We hope this information helps. If you have any further questions or concerns, please contact us at info@nur-aya.nl. Thank you for choosing Nuraya Shop!