FAQ
ORDERS & SHIPPING
Where do you ship?
Worldwide, with La Poste, FedEx or DHL depending on your country.
When will my order ship?
Our pieces are made in small quantities in our Bali atelier, so please allow up to 14 days for your order to be dispatched. If anything delays it, we’ll email you right away.
How can I track my order?
As soon as your parcel leaves, you’ll receive a tracking number by email. Delivery times then depend on the carrier and your country. Please follow your tracking until delivery: once a parcel is with the carrier, it’s out of our hands.
Will I pay customs fees?
Depending on your country, customs or import duties may apply on delivery. They’re set by your country and paid by the recipient.
Can I cancel my order?
Yes, within 24 hours of purchase. Just email contact@nanouthebrand.com with your order number, the name on the order and the email you used.
RETURNS & REFUNDS
Can I return an item?
Yes. You have 14 days from receipt to return any full-price item. It must be unworn, unwashed, in its original packaging with all tags attached. Sale items, caps and bucket hats can’t be returned.
How do I return an item?
Email contact@nanouthebrand.com with your order number, the name on the order and the email you used. Return shipping is at your cost. We recommend a tracked service so your parcel is protected on its way back. Returns received after the 14 days can’t be accepted.
Can I exchange an item?
We don’t do direct exchanges. The quickest way is to return your item for a refund and place a new order for the one you want.
When will I get my refund?
We check your item as soon as it arrives and refund you within 14 days. You’ll get a confirmation email, then your bank takes 48 to 72 working hours to credit your account.
PRODUCTS
How do your pieces fit?
All our clothing is unisex and cut oversize. For a closer fit, take a size down.
How do I care for my piece?
You’ll find care instructions on each product page.
Can I see the pieces in person?
Yes, Nanou is available in around fifteen concept stores across Bali.
STILL HAVE A QUESTION?
Write to us at contact@nanouthebrand.com. We’re happy to help.