FAQ

FAQ

Where is my order?
Once your order has been dispatched from our warehouse you will receive a shipping confirmation with all shipping information. * Delivery times might be slightly longer during peak season due to more orders being placed, carriers having more parcels to deliver, and other logistic factors such as bad weather. We will of course send you an update about your order should anything be out of the ordinary. You can find the most up-to-date delivery times at the checkout.

You can track your order via our Tracking Portal. There you can find details regarding delivery of your package by entering your email address and zip code or with your tracking number.

Please keep in mind that it might take 24-48 hours from the moment your parcel is shipped for tracking information to be updated.


How do returns & refunds work?
We accept return within 15 days of receiving the package. You will have received a return label with your order. Pack your items securely and stick the return label on the package.

Please register your return under 'My Orders' or at nuozhi.com/returns or contact us.

Please note that we will apply a return fee, that will be deducted from the refunded amount. As soon as your return has been handled you will be refunded through the original payment method you chose for your order.

Our return process takes up to 14 days from when our warehouse receive the items. During peak seasons, the handling time for returns might be slightly longer.


You are welcome to follow your return parcel by using your return tracking number in our Tracking Portal


I forgot to add my discount code, can you help me?
We can add MOST discount codes if your order hasn't been shipped yet. Kindly contact us with your order number and the discount code you wish to add to your order. We will happily do it for you as long as the code is still valid and applicable to the items you've purchased.

Please note, this is only possible for codes with a % to be taken off.


Can I edit/cancel my order after I placed it?
No. Once your order is placed and imported to our system, it is not possible to edit or cancel it.


Can I exchange an item?
We do not offer exchanges as we cannot guarantee the availability of item(s). However, you can always return the item for a refund and place a new order for the item you wish for instead.

If you bought an item with a discount code and wish to re-order it in a different size, we can re-apply the discount code for you. Just get in touch and provide us with the order number of the original item as well as the new one.


I haven't received my order confirmation!
You will receive an order confirmation by email within 24 hours of placing your order. If you don't receive your order confirmation after 24 hours, please check your spam folder as well as other possible folders it might have ended up in.

Please know that you can also view all your placed orders by logging into your Nuozhi account and going to 'My Orders'.


Size tips
Usually we have size tips telling you if the product runs small or big, it is visible under the different sizes we offer. If we haven't stated anything, the product is true to size.

We recommend checking the height of the model as well which size the model is wearing in the photos. This is visible under Material & Description. If the model's height is similar to yours, the product will fit you well length-wise.