Answers to some of the most common questions.
How can I cancel an order that I’ve placed?
If you’d like to cancel an order within 24 hours of placing it, please email us at firstname.lastname@example.org with your order number and we’ll do what we can to help.
How can I add an item to my order?
We get it, sometimes you may want to add more items to your order. Great! Please contact us at email@example.com as soon as you can and we will do our very best to make the changes to your order before it ships. Unfortunately, if the order has processed or shipped you will need to place a separate order.
Can I make any changes to my order?
Things change, we've all been there. If you want to make a change please contact us at firstname.lastname@example.org as soon as you can and we will do our very best to make the changes to your order before it ships. Sometimes you may be able to cancel your order and place a new one instead. Unfortunately, if the order has processed or shipped you will need to place a separate order.
What do I do if I want to refund or exchange a Nolki product?
Alternatively, you can post the items directly to our Head Office with a completed Return Form and we will contact you as soon as it arrives. For more information, please refer to our Delivery & Returns page or contact us at email@example.com.
What do I do if I have received a faulty product?
We're sorry to hear that! Please contact us at firstname.lastname@example.org with a photo of the problem and proof of purchase (or your order no.) and we'll help you out.
Do you ship internationally?
Yes! We frequently ship to customers in the EU and we are expanding our network. If your country isn't listed on our website or you have questions about shipping rates, contact us at email@example.com.
How long does it take to process an order?
We aim to process orders by the next day. Sometimes we get a little busy. If you place an order on a weekend, your order should be processed the following business day. We recommend allowing 1-2 business days from placing your order. If you need your order urgently or by a specific date, leave a note in your order contact us and we'll make sure we prioritise your order.
How can I track my order?
When your order is dispatched, we’ll send you a confirmation email. This will have a tracking information which you can use to follow your parcel’s journey. Please allow up to 24 hours from receiving the dispatch email for your tracking information.
Which carrier will deliver my order?
Depending on the destination country, we use a variety of postal services. Contact us at firstname.lastname@example.org and we’d love to help.
I’ve seen one of your products on the internet but I can't find it on your website. How can I buy it?
We design new products frequently and occasionally we send older ones into a well deserved retirement. This means once they're no longer on the website, they've most likely sold out and we no longer have stock available.
Is VAT charged to online customers?
VAT is a sales tax charged to customers within the European Union but is not applicable to customers in the rest of the world. We are based in the UK so the 20% VAT rate is included in the price listed, but if you have a delivery address outside the EU this percentage will be deducted from the total cost of your order. Good news!
Does Nolki offer an online gift wrapping service?
Unfortunately we don't at the moment, but we will be introducing this soon.
Does Nolki offer corporate discounts?
Absolutely! We offer discounts to corporate orders that are £500 and over. If you would like a quote, please give us a call on +44 (0)20 3151 9848 or contact email@example.com.
Does Nolki offer wholesale opportunities?
We are looking to expanding our wholesale business with retailers in every continent across the world. If you would like more information, please give us a call on +44 (0)20 3151 9848 or contact firstname.lastname@example.org. We'd love to talk further.
Will I be charged for customs tax in my country?
You may need to pay overseas customs duties or other fees depending on your destination country. Unless otherwise stated, it is your responsibility to pay any overseas customs duties and fees. For more information, please contact your local customs office directly. Orders returned to us due to unpaid customs duties or fees will be cancelled and refunded.
Help! I haven’t received my order, what do I do?
You will receive a tracking number when your order is dispatched. If there seems to be a delay or no updates, please contact the carrier handling your order and quote your tracking number to investigate it further. Alternatively, you can also contact us at email@example.com and we will see what we can do to help.
Why have I only received part of my order?
Occasionally, we run out of stock of some items. If it looks as though your order will be delayed, we will generally ship the remaining items to avoid disappointment and then ship the missing item for free when it arrives. We will contact you about the missing item(s) first to give you a delivery estimate and to determine if you would like to receive or cancel the delayed item.