CLIENTS

How do I recover my forgotten password?

If you have forgotten your password, you can recover it from the link «Log in» located on the header of the online shop. Then, click on the link «Forgot your password??» You will receive an email with your password.

How many languages is it possible to browse in?

The NANOS browsing languages are: Spanish, English, German, Portuguese, French, and Italian.

Is it possible to receive periodic information via email about NANOS latest new products and offers?

Yes, you just have to tick the box «I would like to receive information about NANOS latest new products and offers» when registering. By doing so, you will receive information about the latest NANOS news.

Can I cancel my NANOS Newsletter subscription?

Yes, you have two ways of doing it. Introduce your email and password in «My Account» section of the online shop header. Then, you can easily cancel your subscription by unticking the box «I would like to receive information about NANOS latest new products and offers.»

You can also cancel your subscription from the last email received, by clicking on the link «cancel subscription.»

HOW TO BUY

Policy of garment alteration

Nanos has a garment alteration service available to Nanos Online Customers, you only need to show the invoice that comes with your order. The service is free for garments purchased online during the season. For purchases during the sales period the amount to be charged depends on the alteration requested. This service is available at all the Nanos Stores in Spain, not including Nanos Oultet Stores and Nanos Stores in El Corte Inglés Galleries. For further information please contact us on contactoweb@nanos.es

Why can't I have the choice to shop from my country?

At the moment it is only possible to place your orders from Spain, Portugal, France, Italy, Germany, United Kingdom, Austria, Belgium, the Netherlands, Ireland, Luxemburg, Denmark, Czech Republic, Poland, Romania and U.S.

You can always place your order from any other country, as long as it is delivered to any of the countries included in the list above.

Will NANOS provide online shopping from my country?

NANOS is constantly working to expand the number of countries from where you can place orders. Consequently, we always aim for the best service level and the reduction of transport costs for our products.

Please, see the list of countries from where you can currently place orders.

Will I receive the same product that I see in the photo?

Yes, except in the case of products which are hand crafted, and therefore there may be slight differences in the final product.
Colors may vary depending on features and configuration of monitor used.

How can I be sure that I've made my purchase correctly?

Once you have placed your order, you will receive a confirmation email. Furthermore, you can check all your orders on the link «My Orders», located on the header of the online shop, and even print your invoice (by clicking on the invoice number). You can also track your order using the link «Track order.»

Why might my credit card be refused?

Your credit card may be refused for any of the following reasons:

  • The card may have expired. Check that your card is still valid.
  • You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.
  • You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.

Can I order Tax-free?

No, as Tax Free only applies to products bought in store and for which you take care of transportation.

DELIVERY

How long will my order take to arrive?

Delivery times depend on the destination and type of purchasing order.
For delivery in Spain
· 2 working days for regular orders
· Between 10 and 20 working days for orders with low stock availability

For deliveries in other countries:
· 7 working days for regular orders
· Between 14 and 24 working days for orders with low stock availability

Can I track my order?

Yes. Click on «My Orders» section on your account to track your order in real time.

Can I cancel my order?

Yes. You can delete any unwanted items from your shopping bag provided that the order hasn't been processed yet.

What should I do if I receive a faulty item?

NANOS only sells items in perfect condition so, in the rare event of receiving a faulty item, ask for a return through the website stating the reason why the item is being returned, otherwise you can do so at any NANOS store.

What should I do if I receive an incorrect item?

If, by mistake, you receive an item that you did not order, please contact our customer service.

Where can I receive my order?

It can be sent to any address selected by you (home, work, etc. - never a PO Box), as long as it is an address located within the countries listed: Spain, Portugal, France, Italy, Germany, United Kingdom, Austria, Belgium, the Netherlands, Ireland, Luxemburg, Denmark, Czech Republic, Poland, Romania and U.S.

Can the delivery country be different from the purchase country?

Yes, provided that the country of delivery is one of the countries listed here: Spain, Portugal, France, Italy, Germany, United Kingdom, Austria, Belgium, the Netherlands, Ireland, Luxemburg, Denmark, Czech Republic, Poland, Romania and U.S.

REFUNDS

How do I return an item?

The easiest way to return an item is to take it to one of our NANOS stores. Items must be in perfect condition and with their corresponding receipt.

If you prefer us to collect the items from your home, you can request a home pick-up service. After verifying all the details, we will send a courier to collect your package within 24 hours (wherever possible). The courier will get in touch with you in order to arrange service details. If for some reason the arranged date is not convenient for you, get in touch with them to change it.

The home pick-up service has a cost which is equivalent to delivery cost. NANOS will, however, give you a discount voucher so that delivery costs for your next order are free of charge.

Can I exchange my products?

Yes, you have two options:

  1. In one of our stores, you can exchange one or more items for another size or colour, or for a different item.
  2. If you wish to exchange any item from home, you have to return such item and make a new purchase online. Remember that within this process we will give you a discount voucher so that delivery costs of your next purchase will be free of charge.

How long do I have to make an exchange?

Exchanges must be made within 30 days from the date of purchase.

How long do I have to return an item?

Returns can be made within 30 days from date of purchase.

Do I have to pay any money for returning items?

Returns at NANOS stores are always free of charge.

Home picked-up returns have a cost which is equivalent to delivery costs. In this event, NANOS will give you a discount voucher so that delivery costs of your next order will be free of charge.

How will I receive my refund?

Once the return has been approved, you will receive your refund via the same means used to make your purchase (for Web Purchases). However, for purchases made at physical stores, refunds will be issued using a voucher.

When will I receive my refund?

Once the return has been approved (the items have to be in perfect condition and internal labels must be intact) you will receive a confirmation email indicating that the refund will be paid into your account.

Remember that payments to your credit card always depend on your bank/building society.

What should I do if the refund amount is incorrect?

Contact our customer service, and we will solve the problem as quickly as possible.

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