FAQ
FREQUENTLY ASKED QUESTIONS
How long have you been around? We started as a website in 2009 (www.nylongerie.com) and as a social channel on Instagram in 2016 (@nylongerie). In 2020, we started offering our passion to others as an e-commerce-shop (www.nylongerie.com)
How do I place an order? To place an order, simply browse our catalog, select the products you love, choose the correct size, and add them to your cart. When you’re ready, proceed to checkout and follow the instructions to complete your purchase.
What payment methods do you accept? We accept Klarna, Credit Cards, and PayPal.
Can I change or cancel my order? If you need to change or cancel your order, please contact our customer service team as soon as possible. We will do our best to accommodate your request if the order has not yet been processed for shipment. After all, it saves us and the environment that an order is shipped in vain.
What are your shipping options? We offer standard and express shipping options. The available options will be displayed during checkout based on your location.
How much does shipping cost? Shipping costs vary depending on your location and the selected shipping method. You can view the shipping cost at checkout before finalizing your order.
How long will it take for my order to arrive? Shipment is mostly international, so it may take up to 10 working days. Please understand.
Do you offer international shipping? Yes, we offer international shipping to many countries. The available shipping options and costs will be shown at checkout.
How do I find the right size? We provide a detailed size guides wherever possible.. Please refer to our size guide for measurements and tips.
How should I care for my lingerie and nylons? Generally, to maintain the quality and longevity of your lingerie and nylons, we recommend hand washing with a mild detergent and air drying. Please avoid bleach and ironing. Please refer to the instructions provided with each product wherever available.
What is your return policy? Of course, we hope you will always be happy with our products. If not, we offer up to 90 days on selected goods, but at least 14 days for all items. For more details, check our Returns Policy Statement.
How do I return or exchange an item? To return or exchange an item, please contact our customer service to obtain a return authorization. Follow the instructions provided for packaging and shipping the item back to us.
When will I receive my refund? Refunds are typically processed within 7-10 business days after we receive your returned item. You will receive a confirmation email once the refund has been issued.
Do I need an account to place an order? No, you can place an order as a guest. However, creating an account allows you to track your orders, save your shipping information, and enjoy a faster checkout process.
How do I create an account? To create an account, click on the "Sign Up" button at the top of our website and fill in the required information.
How do I reset my password? If you have forgotten your password, click on the "Forgot Password" link on the login page and follow the instructions to reset it.
How do I use a promo code? To use a promo code, enter it in the designated field during checkout. The discount will be applied to your order total.
Do you offer discounts for first-time customers? Yes, we often have special offers for new customers. Please check our homepage or sign up for our newsletter to stay updated.
How can I contact customer service? You can contact our customer service team via email at hello@nylongerie.com. Or use the chat-button on our website.
Do you have a physical store? Currently, we operate exclusively online and do not have a physical store.
Is it safe to shop on your website? Yes, it is safe to shop on our website. We use secure encryption technology to protect your personal information.
How do you handle my personal information? We never sell your data and always respect your privacy. For more details, check our Data Protection Statement.
Do you offer gift cards? Yes, we offer gift cards in various denominations. They can be purchased on our website and sent electronically to the recipient.
Can I include a gift message with my order? Yes, you can include a personal gift message during checkout. Simply fill out the message field, and we will include it with your order.
Do you offer custom sizing, designs and special items? Currently, we do not offer custom sizing or designs. However, we are always looking to expand our services, so please stay tuned for future updates. And more importantly: We know some of you have special passions. Just send us an email to hello@nylongerie.com and we will do our best to take care of it.
How about VAT? For items delivered from outside to the European Union, you may be subject to additional charges for VAT and, when applicable, customs duties in your country. If we are obliged by by law to collect VAT, you will see the VAT inclusive price at checkout. For more information about these costs, please contact the tax and customs authorities in your country.