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'.
Can I edit/cancel my order after I've placed it?
No. Once your order is placed and imported to our system, it is not possible to edit or cancel it.
Can I change my address?
No, it is not possible to change the address of your order once it has been placed - this is due to technical reasons.
Selected carriers are able to change it while your parcel is in transit.
I haven't received my shipping confirmation
Orders are usually dispatched 1-5 business days after they were placed. As soon as your order has been dispatched you will receive an email with a link to your tracking page. Remember that the email can sometimes end up in your spam folder.
🛈You can also track your orders by logging into your Nuozhi account and going to 'My orders'.
I have received a faulty item
In the unfortunate event that you receive a faulty item in your package, please immidiately contact Customer Care with a photo of the item and you will be assisted further.
There's a product missing in my order
Please contact us providing your order number and product name. Our Customer Care team are always ready to help you out. Please also check your shipping confirmation email for possible deviations.
I have received the wrong product/order
In the unfortunate event that you receive the wrong product/order, please immidiately contact us with your order number, the name of the product/s as well as a photo of what you received.
I have received a damaged package
If your package was damaged or opened when you received it, please contact us with a picture of the damaged parcel. Additionally, please also directly contact your post office or the delivery service to initiate a claim. You will receive instructions from our Customer Care-department.