FAQs

Yes, but only before it has been shipped.

What you can change: The size, color, or items in your order.

What you need to do: Contact us immediately at [email protected]. with your order number and the requested changes. We process orders quickly to ensure fast delivery — the sooner you reach out, the better.

If we’re unable to make the changes in time, you can return the items after delivery — our 14-day return policy applies. We’ll guide you through the process.

Yes, but only before your order has been shipped.We process orders quickly, so please contact us immediately at [email protected]. with:

• Your order number

• The new shipping address

Once the shipping process has started, we are no longer able to change the address. If you are unsure whether your order has already been shipped, we would be happy to check that for you.

Once your order has left our warehouse, we can no longer cancel it – it’s already on its way to you.

Your options:You can return your order after it arrives. Our return window is 14 days from the date of delivery. You can start your return process here: https://nomoriginals.returnista.com/

We know this isn’t ideal and we appreciate your understanding. If you have any feedback regarding your order or our process, we’d love to hear from you – it helps us get better.

Need help? Feel free to contact us anytime at  [email protected].

Yes. We can cancel your order as long as it hasn't left our warehouse – usually within the first 2 hours after the order is placed.

We process orders quickly to get them to you as fast as possible. Orders confirmed and paid for before 12 PM are shipped the same day. Any orders placed after 12 PM will be shipped the following business day. Once the shipping process has started, we are unable to stop it.

What you can do:Contact our Customer Care team immediately at [email protected]. and include your order number. We will check if a cancellation is still possible.

Have your eye on a piece that’s currently sold out? We totally feel you! To make sure you don't miss out when it returns, here’s everything you need to know:

1. Look for the “Restocking” Tag

Keep an eye out while browsing: If a product has a “Restocking” label in the top right corner of the image, that’s your sign! It means this piece is officially being reproduced and will be available again soon.

2. Use the Back-in-Stock Notification

This is the most important step: Go to the product page of your choice, select your size, and click “Notify me when available.”

• Your advantage: You’ll receive an email the second the item is back in stock.

3. Stay tuned on Social Media

We usually announce specific restock dates only a few weeks or even days in advance exclusively via our social media channels.

Pre-orders are clearly marked on product pages, in product names, and via email. Depending on the item, shipping can take up to 12 weeks. The estimated delivery time is provided in the product description. In addition, you will receive email updates regarding the expected delivery date.

Mixed Orders:If you order both in-stock and pre-order items, we will typically ship your entire order once the pre-order piece is ready. However, if your order includes a pre-order item with a very long wait time (over 4 weeks), we will ship the available items immediately. The pre-order items will then be shipped to you free of charge as soon as they become available.

We select the best carrier for your region:

• DHL for Germany and Austria

• Swiss Post and FedEx Swiss for Switzerland

• Trusted partners for other countries, based on package weight and destination

Tracking included: Every order is fully tracked. You will receive a separate email from the shipping carrier with your tracking link and regular updates.

We ship worldwide, with a special focus on the DACH region (Germany, Austria, Switzerland).

There are no restrictions – simply add your items to the shopping cart and place your order.

Shipping costs are calculated as a flat rate per country – no surprises, and no hidden fees based on weight.

Free shipping for DACH: Orders over €140 are shipped free of charge to Germany, Austria, and Switzerland.

From time to time, we lower this threshold as part of special promotions – it’s worth keeping an eye on our updates!

• Germany: 1–3 business days

• Austria: 3–7 business days

• Switzerland: 3–6 business days

• International: 5–14 business days (the estimated delivery time will be shown at checkout)

We do not offer express shipping yet, but we know there are times when you need your order extra fast. We are working on providing faster options in the future.

Questions about your delivery? Feel free to email us at [email protected].

We are so sorry to hear that. Let’s find your order!

What we need from you:Please email us at [email protected]. and include your order number. We will send you an official declaration form (required for a formal investigation) which we need to initiate the search with the shipping carrier.

What happens next:As soon as we receive your completed form, we’ll take care of everything and keep you updated on the progress. Our goal is to resolve this for you as quickly as possible.

14 days from the date you received your order.

It is important that you notify us of your return within this period. This is in accordance with EU consumer protection standards.

Most items can be returned within 14 days of delivery, provided they meet the following conditions:

General Requirements:

• Unworn and unwashed, with all original tags and labels attached.

• In their original packaging.

Special Items:

• Bikinis & Swimwear: Must have the hygiene liner intact (for health and safety reasons – we appreciate your understanding).

• Underwear/Intimate Apparel: Must be unopened and still in its original seal.

• Sample Sales or Event Items: These are also returnable, but stock is limited – please check the details on the specific product pages.

Exclusions:We cannot accept returns for personalized or custom-made items, or any products that do not meet our condition requirements.

Start your exchange via our returns portal: https://nomoriginals.returnista.com/

If the item you want is still in stock, the portal will show you an exchange option – simply select it, and we’ll take care of the rest.

Why exchange?Exchanges are free of charge – we cover the cost of the return shipping label. It’s the fastest way to get your favorite Nom piece in the right fit.

If your size or item is sold out:Our Customer Care team is here to help you find an alternative. Just send us an email at [email protected].

Notes & Information

Important: Please use our official returns portal!Please note that every return must be registered through our official returns portal before shipping it back to us.

If you choose to send your return independently without registering it in our portal, we cannot guarantee quick processing. The lack of digital assignment creates significant extra work for our logistics team. In such cases, it can take up to an additional 14 days to identify your return and initiate your refund.

Note on generated return labels: Please also note that we cannot refund the costs for a return label once it has been generated, should you decide not to send the items back after all.

As soon as the label is created in our system, the shipping service provider charges the corresponding fees. We therefore recommend only registering your return in our portal once you are certain that you wish to return the items.

Thank you for your understanding!

Hier ist die englische Übersetzung:

As soon as you send an item back to us, your return goes through three simple steps until the amount is back with you:

1. The return shipment
Depending on where you're shipping your parcel back to us from, it will take a different amount of time to reach us:

• Germany: 2–4 days
• Austria: 5–7 days
• Switzerland: 7–10 days
• Rest of the world: 7+ days

2. Inspection & processing at the warehouse
Once your parcel has arrived at our logistics centre, the item is carefully inspected, then registered in our system and released for the refund. This process usually takes up to 10 days after your parcel arrives. During periods of high return volume (e.g. after sale campaigns), it may fall at the upper end of this range – we process every return as quickly as possible.

3. Your refund
Once processing is complete, we initiate your refund immediately. How long it takes for the money to reach you depends on the payment method you chose:

• PayPal: The amount is usually visible in your PayPal account right after we've processed it.
• Shopify Payments / credit card: It takes approx. 1–3 days for the money to arrive in your bank account.
• Klarna: It takes approx. 1–3 days (your invoice is automatically adjusted for you at Klarna).

If you opt for our store credit instead of a classic refund, we'll make the credit available to you right after our inspection – including a €15 bonus! (Note: the original shipping costs are refunded in the case of an exchange, but not for a pure return.)

Exchange or Store Credit: Completely free of charge – we cover the return label and shipping costs within Germany.

If you choose a refund to your original payment method (e.g., PayPal, credit card), we kindly ask you to cover the costs of the insured return label. Payment is made conveniently during the registration process in our returns portal. The exact costs for your label will be displayed directly in the portal during registration, before you complete the process.

How to return your items:

1. Registration: Register your return in our portal at https://nomoriginals.returnista.com/.

2. Shipping Method: Our system automatically selects the best shipping provider based on your location.

3. Payment & Label: You pay for the return label directly within the portal (e.g., via PayPal or credit card).

4. Print & Ship: After payment, you will receive your shipping label as a PDF. Please print the label, attach it clearly to your package, and drop it off at the designated service provider.

Every return or exchange starts in our Returns Portal – no emails necessary. Everything is there: instructions, labels, and your return address.

How it works:

Step 1: Log in with your email address and order number, select your items, and choose between an exchange, store credit, or a refund.

Step 2: Pack everything securely and send it back (labels are provided).

Step 3: We verify eligibility within 5 business days of receipt.

Returns Portal: https://nomoriginals.returnista.com/

If your order was delivered in two or more separate packages due to its size or logistical reasons, they must be returned individually and in their respective original boxes.

Why is this important?Each package is registered in our system with a specific weight and its own tracking number. To ensure a smooth inspection at our warehouse and a fast refund, please follow these steps:

1. Register separately: Please register a separate return for each package in our returns portal.

2. Use specific labels: Use only the shipping label provided for each specific package.

3. Original packaging: Please use the original boxes to ensure the items are well protected.

Please do not put items from Package A into Package B. This can cause errors during the automated scanning process and delay your refund.

Thank you for your cooperation!

We want your return process to be just as smooth and worry-free as your shopping experience. Even though most parcels arrive safely, unexpected issues can occasionally occur during transit.

The issue with standard shipping:Typically, carrier liability for lost or damaged parcels is based on the weight of the package, not the actual value of the products. For lightweight but high-value items, the standard compensation provided by the carrier often falls far short of the original purchase price.

Your benefits with Refund Protection: By choosing the optional Refund Protection, you are fully covered:

• Full Refund: In the event of loss or damage, you will receive the full purchase price back, instead of a small weight-based payout.

• Zero Stress: You don’t have to deal with the shipping carrier yourself. We handle the entire claims process for you.

• Fast Resolution: We can release your refund much faster, as you won't have to wait weeks for the official carrier investigation to be completed.

It’s a small addition for total peace of mind regarding your return.

Absolutely. Pre-orders are subject to the same return conditions as regular orders. You have 14 days after receiving your package to register a return through our portal.

We would appreciate it if you could check the shipping date before ordering to ensure it works for you – this helps us avoid unnecessary production and waste. If something changes and you need to cancel, simply email us at [email protected]. and we will take care of it.

Unfortunately not – however, you are welcome to place a separate order.

No, everything will be shipped together. If your order contains a pre-order item, we will hold the entire order until that item is available. If you have two or more pre-order items, everything will be shipped together as soon as the last piece has arrived.

The delivery time varies depending on the item. You can find the estimated shipping date on the product page. For pre-orders with a lead time of more than 4 weeks, we send monthly email updates so you always know the current status of your piece.

Yes. Once your pre-order is confirmed, your size is reserved and cannot be sold out.

Yes, our fabrics are pre-washed to minimize shrinkage. Since these are natural materials, a standard amount of slight shrinkage may still occur. Please follow the Care Instructions on the product page.

Tips for the perfect choice:

• Measure yourself: Compare your measurements with the Size Chart.

• Between two sizes? Use our Size Barometer for guidance.

• Check the Model References: Sizes vary to showcase true diversity. Product photos include details like "Model – height in cm – wears size." Compare these with your own measurements for visual guidance.

• Detailed Info: Each product type has its own Fit Section with tailored recommendations, a practical size barometer (e.g., runs small/true to size/large), and exact measurements.

We offer sizes from XS to XXL – inclusive and easy to shop.

Most of our pieces are designed for women, but our zip jackets, hoodies, sweaters, t-shirts, and similar styles are unisex – perfect for sharing or layering.

In rare cases, a payment may fail. Don't worry – your order will be placed on hold, and we will send you an email so you can try again or update your details.

Need help? Write to us at [email protected].

• EUR for Eurozone countries

• CHF for Switzerland

• USD for the USA

For other regions, we use the appropriate local currency at checkout.

We offer various common payment options, which are processed immediately for fast confirmation:

• Credit/Debit Cards: Visa, Mastercard, American Express, Maestro, and more via Shopify Payments.

• Digital Wallets: PayPal, Apple Pay.

• Local Favorites:

  • Klarna (pay now or later, no financing).

  • Twint (perfect for Switzerland).

We’ll take care of it right away!

Please write to us at [email protected]. and include the following:

• Your order number

• A photo of the outer shipping box

• A photo of the shipping label

• Photos of the damaged or defective items

Why we need photos: This documentation helps us process your claim quickly and accurately.

What happens next: As soon as we have received everything, we will get back to you immediately with a solution.

First, add all your items to your shopping cart. At checkout, enter your code in the "Discount Code" field. Your total amount will be updated automatically.

Code not working? Check the terms and conditions or write to us at [email protected] – we’ll get it sorted out for you.

Once store credit has been created and sent to you via email, we can no longer convert it into a cash refund.

Why? Our returns system is fully automated. After store credit is issued, the system cannot process a cash refund without causing duplicate transactions, which would lead to errors.

Discounts and promotional codes cannot be combined – this also applies to store credit.

We know that’s disappointing. Need help using your store credit? Write to us at [email protected] and we’ll help you make the most of it.

Store credit is our favorite! You’ll receive an immediate 10% extra credit if you choose store credit instead of a refund when making a return.

Why choose store credit?

• Instant credit: No waiting time.

• 10% bonus on top: More value for your next order.

• Faster access: Get your next favorite Nom Piece even sooner.

For orders shipped to Germany (DE) and Austria (AT), there are no customs duties or import taxes.

For all other countries, the following applies:

• Import Costs: The amount of fees (customs and tax) depends on the regulations of your delivery country.

• Responsibility: These charges are the responsibility of the recipient and are collected directly by the respective customs authorities.

• Support: Please check the fees with your local customs office in advance, or contact us at [email protected]if you need assistance.

We ship from the EU (Germany). Therefore, orders to countries outside the EU are considered imports. Your country's customs authorities levy:

• Customs duties

• Import sales tax (VAT)

• Possible handling fees from the shipping service provider

These costs are not included in your order. Even if our shop displays "incl. taxes," this refers to German VAT – not the import duties in your country.

We know this can be confusing. If you are unsure before placing your order, write to us at [email protected] and we will explain what to expect.

VAT (Value Added Tax): Is calculated and displayed in accordance with the legal requirements of your country.

For orders outside the EU: You are responsible for any import taxes or customs duties. These are determined by your country's customs authorities and are your responsibility.