please have a look through help and support for an answer to your question. you'll also find buttons throughout enabling you to contact our support team.
We really hope you are happy with the product we have made for you but we know we do not always get it spot-on. If you are unhappy with your nanu order you are free to exchange your item(s) within 7 days of receipt of the goods. Item(s) can only be exchanged for a similar product with different specifications. Exchanges only apply to the original ordered item(s) and can only be exchanged once. Please contact the customer service team within 7 days notifying us of your wish to exchange under the 7 Nights’ Guarantee.
The return of goods within the 7 Nights’ Guarantee will be at your own cost and must be returned in the original packaging. We advise if you wish to use the carrier which delivered the goods, we will be able to provide a link and associated costs. Please contact our customer service team for further information.
Please do not send your product back to us without contacting our customer service team as they will only acknowledge returned items with a valid return reference number.
We are sorry to hear that you are having issues with the courier company. Please contact us with your name and order number and we will contact our courier to resolve your issue. Please be aware we cannot rearrange deliveries for you. This will need to be done directly with the courier.
Please ensure the item is suitability packaged for return with a strong outer cover. Please include your return details inside the package. These details need to include;
-Whether a Refund/Replacement is required
If your return reason is unwanted, incorrect or damaged please return with original packaging.
if your return reason is faulty we do not require the original packaging
unless the goods are faulty, damaged or incorrect you will need to pay for the return postage. if the product is one which cannot be returned by post, we advise that if you use the carrier which delivered the product to you, we will be able to provide a link and associated costs. Please contact our customer service team for further information
please contact us to advise of your intention to return and we will then provide a return reference. You can then choose to return your item(s) using your own method or our customer service team can supply a courier link. Please be aware that we do not accept Non-Faulty item(s)
We use Hermes and DPD. You will be notified via your shipment confirmation email which courier has been selected for your delivery.
yes we deliver all order items at the same time. if there is any issue with your order a member of our customer service team will be in contact with you via the contact details provided on your order. For any issues with deliveries please contact our customer service team.
Our couriers prefer a signature when they deliver, so yes, it is advisable for someone to be at home. However if you are not available when the courier arrives the courier may leave the parcel with a neighbour or in a secure location. If you do miss your delivery don’t worry, check out the my hermes website using your tracking number supplied. For help with your delivery, just contact us.
Goods are normally dispatched within 48 hours of receipt of order.
Free Mainland Standard deliveries can take between 5-7 days and Mainland Express deliveries can take between 2-3 working days on orders purchased before 2pm (excluding weekends and bank holidays). for further information please see our delivery and returns page.
Mainland express 2-3 working days is £3.95 and Mainland standard 5-7 working days is free