What is your return policy?
We know you have great taste, and we are determined to give you great customer service. If you are unsatisfied with our product for any reason you may easily return your pieces for a full refund or exchange for something more up your alley. It’s all about you, and we won’t stop until you look and feel your best.
Items must be returned to our offices within 30 days of receipt. Items must be unwashed and unworn with the original hangtags in place. Please process your return through our“Return & Exchange”portal. Domestic orders over $250 qualify for free returns and exchanges, otherwise the customer is responsible for return shipping.
Although “Final Sale” items are not returnable, you can purchase Seel Return Assurance if you would like to have the ability to return “Final Sale” purchases. “Seel Return Assurance” will be available at checkout if you want the option to return and receive a refund for final sale items. You can learn more about Seel Return Assurance here.
How do I get my return shipping label?
All return Shipping labels are are processed through our return portal. For domestic orders of $250 or more, return shipping is free of charge. If your order was under $250 or international, you are may be charged a small fee for a return shipping label. Alternativley, you may use your carrier of your choice to return the goods. We simply recommend that you save the tracking information should it have any issues reaching our facilities.
Can I return or exchange NUX product purchased from a studio or another retailer?
As is standard retail policy, we cannot accept any merchandise not purchased directly from our website. We recommend contacting the studio or retailer you purchased them from, and they should accommodate you in the best way they can.
How (and how soon) will I receive my refund?
We will process your refund within 7 business days after receiving your return. During the holiday season (December-February), returns may take up to 14 business days to process due to higher than normal volumes. Refunds will be issued in the original form of payment. If the refund is applied to your credit card, your credit card company may take up to 10 additional business days to post the refund to your account. You can always refer to your "Your return is headed our way" email to track your return package. Gift returns will be refunded to the original purchaser.
What if my online order arrived damaged or defective?
If you receive a damaged or defective item that was ordered from us, please email our Customer Service team with a photo of the damage at email@example.com and we'll send you a replacement (provided we hear from you before an item has sold out). If you need further assistance, you can call the Customer Service team at 323-780-4700.
Where do you ship?
We ship both domestic and international orders all around the globe.
How much does shipping cost?
Domestic:NUX offers free shipping on all orders over $100. We will also offer free returns on orders over $250. Sample sale items are NOT eligible for a return.
International:International orders over $250 will also receive free expedited shipping. For International orders under $250, the shipping methods and cost vary based on destination, weight and, carrier selection. You can explore shipping methods and prices during your order based on the country. You will see the cost of each during the checkout process before you review and place your order.
When will my order arrive?
Domestic orders typically arrive in 1-3 business days with our free USPS shipping. International delivery time varies based on your location, but express typically takes a week or less while standard shipping typically takes 1-2 weeks.
Help! I keep missing my delivery - What should I do?
If you are not available to receive your delivery, the carrier will leave a contact card at your address saying when they will attempt to re-deliver the package. If you are not able to receive the parcel by the third delivery attempt, the parcel will be returned to the carrier depot. If you don’t collect it or arrange re-delivery, the parcel will be sent back to our Returns Department. We will process your refund within 7 business days after receiving your return. During the holiday season (December-February), returns may take up to 14 business days to process due to higher than normal volumes. Refunds will be issued in the original form of payment. If the refund is applied to your credit card, your credit card company may take up to 10 additional business days to post the refund to your account.
My package was lost or stolen - What should I do?
Please write us at firstname.lastname@example.org. Let us know:Your name,E-mail address,Phone number.Our shipping department will track your package immediately and resolve the issue to your satisfaction.
When will my order start processing?
Most orders begin processing as soon as your online purchase is complete. Your order will be shipped once the items are located in stock, your payment is approved, and the receiving address is verified. As soon as your order is shipped, you will be notified by email. Please note that business days are Monday through Friday, excluding bank holidays. After your order leaves our warehouse, delivery times vary according to the location of your shipping address.
How do I redeem a promo code?
You will have two different opportunities to enter your promo code before you check out:
You can enter it on the shopping cart pageYou can enter your promo code on the checkout page.
*Please note that you may only use one promo code per order. Unless otherwise indicated, promo codes exclude Kits and Sale items.
I signed up for your newsletter, but didn't receive my welcome promo code.
Let us know! Send an email to email@example.com letting them know, and they will get back to you with your welcome code within 24 hours at the latest.
How can I review and track my order?
You will receive an automatic order confirmation email listing all the details of your order when placed. Once your order has shipped, you will receive a separate automatic email with tracking information which will allow you to follow your package en route to its destination.
Why can't I add an item to my shopping cart?
If you are unable to add an item to your shopping cart, unfortunately that means the item you selected is currently out of stock. Please continue to check back for updated availability if you are still interested in purchasing the item or you may reach out to our Customer Service team at firstname.lastname@example.org and we will assist you in any way we can.
Can I cancel or edit my order?
Please contact customer service immediately if you would like to cancel or modify your order. Order are typically shipped at office opening at 8am, so orders placed the prior day will need to contact us before opening the following day. We cannot guarantee that your request will be processed if we are not contacted immediately upon placing the order. Our Customer Support team can be reached via email@example.com or 323-780-4700.
Why did my order get cancelled?
Occasionally, all or part of an order will be canceled. Order cancelling usually occurs because of one of the following reasons:
Out of stock itemsProblems with processing payment informationProblems with a shipping addressDuplicate orders
If your order is canceled, you'll receive an important email explaining the details. You won't be billed for any canceled items.
I forgot my password - what can I do?
How do I make changes to my account info?
Making changes to your account is easy — just log in with your username and password and edit your information.
What are the perks of having a NUX account?
What kind of payment does NUX accept?
We accept Visa, Mastercard, American Express, Discover, NUX gift cards, and Paypal.
Do you charge sales tax on gift cards?
We don't charge sales tax on gift cards, but items paid for with gift cards will be charged the applicable state sales tax according to their shipping address.
Can I return a gift card?
No. Gift cards are nonrefundable and cannot be transferred, exchanged, or resold. Gift cards cannot be redeemed for cash except where required by law.
How do I find the right size for me?
You can visit our size guides to find the right size/ fit for the products you are interested in. Should you like a more tailored recommendation, reach out to our Customer Support team at firstname.lastname@example.org for a shopping buddy with all the answers.
Where can I learn more about the craftsmanship, design details, seamless technology, and innovation of NUX?
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