FAQ'S
THE ITEM I WANT TO BUY IS OUT OF STOCK, WHEN WILL IT BE RE STOCKED?
ALL UPDATES FOR RESTOCKS & DROPS ARE ANNOUNCED ON OUR INSTAGRAM. ALTERNATIVELY YOU CAN SUBSCRIBE TO OUR MAILING LIST!
MAKE SURE YOU ARE FOLLOWING US @NII.HAI AND HAVE NOTIFICATIONS TURNED ON SO YOU DON’T MISS A THING!
ORDERS
WHERE CAN I FIND MY ORDER CONFIRMATION?
SHORTLY AFTER MAKING AN ORDER YOU SHOULD RECEIVE CONFIRMATION SENT TO THE EMAIL YOU PROVIDED ATCHECKOUT.
SHORTLY AFTER MAKING AN ORDER YOU SHOULD RECEIVE CONFIRMATION SENT TO THE EMAIL YOU PROVIDED AT CHECKOUT.
IF IT IS NOT IN YOUR INBOX PLEASE CHECK YOUR SPAM/JUNK FOLDER.
IF AFTER THIS IF YOU HAVE STILL NOT RECEIVED CONFIRMATION, PLEASE EMAIL HELP@NIIHAI.CO.UK PLEASE STATE IN THE SUBJECT LINE ’NO ORDER CONFIRMATION’
IN THE BODY OF THE EMAIL PLEASE STATE:
NAME
EMAIL
DATE OF ORDER ADDRESS
ORDER CONTENTS
SO WE CAN LOCATE YOUR ORDER INFORMATION AND RE SEND THIS TO YOU.
EDIT ORDER
WHEN WILL I RECEIVE MY ORDER?
WE AIM TO DISPATCH MOST ORDERS WITHIN 72 WORKING HOURS AFTER RECEIVING, MONDAY TO FRIDAY. (EXCLUDING PUBLIC HOLIDAYS.)
ONCE YOUR ORDER HAS BEEN DISPATCHED YOU WILL RECEIVE AN EMAIL NOTIFYING YOU THAT YOUR ORDER HAS BEEN SHIPPED. THIS EMAIL WILL CONTAIN YOUR TRACKING NUMBER. PLEASE USE THIS TO FOLLOW YOUR ORDERS PROGRESS.
SEE AVERAGE DELIVERY TIMES FOR UK/INTERNATIONAL ORDERS BELOW.
PLEASE NOTE DISPATCH, SHIPPING AND DELIVERY TIMES ARE NOT GUARANTEED THEY ARE MERELY AN AIM.
EDIT ORDER
HOW DO I CHANGE MY ADDRESS?
WE ASK YOU TO PLEASE CHECK YOUR DELIVERY ADDRESS IS CORRECT BEFORE PLACING YOUR ORDER.
IF THE DELIVERY ADDRESS NEEDS TO CHANGED PLEASE CONTACT HELP@NIIHAI.CO.UK PLEASE STATE IN THE SUBJECT LINE ‘EDIT ADDRESS - (YOUR # ORDER NUMBER)’ IN THE BODY OF THE EMAIL PLEASE STATE:
NAME
ORDER NUMBER NEW ADDRESS
ONLY IF YOUR ORDER IS NOT YET FULFILLED WE CAN MAKE RELEVANT CHANGES TO YOUR ADDRESS.
HOW DO I CHANGE THE SIZE ORDERED?
WE ASK YOU TO PLEASE CHECK YOU HAVE CHOSEN THE CORRECT SIZE BEFORE PLACING YOUR ORDER. SIZES CAN NOT BE CHANGED.
ISSUES
I HAVE RECEIVED THE INCORRECT ORDER. IE ITEM/SIZE/COLOUR. WHAT SHOULD I DO?
WE ARE VERY SORRY TO HEAR THIS.
IF YOU EMAIL OUR CUSTOMER SERVICE TEAM HELP@NIIHAI.CO.UK WILL HELP YOU SORT THIS FOR YOU. PLEASE STATE IN YOUR SUBJECT LINE ‘RECEIVED INCORRECT ORDER - (YOUR # ORDER NUMBER)’
IN THE BODY OF THE EMAIL PLEASE STATE:
NAME
ORDER NUMBER CONTENTS ORDERED
THE CONTENTS RECEIVED
TO SHOW THE INCORRECT ITEM/COLOUR/SIZE. PLEASE ATTACH PHOTO EVIDENCE OF THE INCORRECT ITEM(S) RECEIVED.
MY ORDER STATES AS DELIVERED BUT I HAVEN’T RECEIVED IT. WHAT SHOULD I DO?
PLEASE CHECK WITH ANYONE YOU MAY LIVE WITH (FRIENDS/FAMILY) OR ANY NEIGHBOURS THAT YOUR PARCEL COULD HAVE BEEN LEFT WITH.
CONTACT THE DELIVERY SERVICE AS SOON AS POSSIBLE TO MAKE THEM AWARE THAT YOU THE RECIPIENT, HAS NOT RECEIVED THE PARCEL.
RETURNS
HOW LONG DO I HAVE TO RETURN MY ORDER?
WE ACCEPT RETURNS FOR 14 DAYS FROM THE DELIVERY DATE.
HOW DO I RETURN MY ITEM?
PLEASE EMAIL OUR CUSTOMER SERVICE HELP@NIIHAI.CO.UK TO MAKE A RETURNS REQUEST, THEY WILL RESPOND WITH RELEVANT RETURNS INFORMATION.
PLEASE STATE IN THE SUBJECT LINE ‘RETURNS REQUEST - (YOUR # ORDER NUMBER)’ IN THE BODY OF THE EMAIL PLEASE STATE:
NAME
ORDER NUMBER
REASON FOR RETURN
PLEASE NOTE WE DO NOT PROVIDE RETURNS LABELS, THE COST OF RETURN IS COVERED BY THE CUSTOMER.
WHAT ITEMS CAN I NOT RETURN?
ARCHIVE PIECES JEWELLERY SHAPEWEAR SWIMWEAR UNDERWEAR TIGHTS/SOCKS
WHEN WILL I RECEIVE MY REFUND FOR MY RETURN?
WE GO THROUGH OUR RETURNS ONCE A WEEK.
ONCE CONFIRMED THAT YOUR ITEM HAS BEEN RECEIVED BY US AND OUR TEAM BELIEVES IT TO BE IN ACCEPTABLE CONDITION FOR RETURN, YOU WILL RECEIVE AN EMAIL NOTIFYING YOU OF YOUR REFUND.
YOUR REFUND SHOULD TAKE AROUND 3-5 WORKING DAYS TO REACH YOUR BANK. PLEASE NOTE YOU WILL NOT BE REFUNDED FOR YOUR SHIPPING FEE.