Below FAQ are some common concerns of our clients when purchasing products.
If you have other questions, please just send it to email@example.com.
- Order Issue
- Shipping & Delivery
- Return & Refund
- Product & Stock
- Size & Fit
- Payment & Promos
- Other Inquires
If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.
If we aren’t available, drop us an email and we will get back to you within 20-36 hours!
If your order is still being processed, please contact us and we will make every effort to help you make changes to your order.
If you wish to cancel your order, please send us an email.
Once your order has left our warehouse, we will not be able to make any changes to the order and you will have to wait until the order is delivered.
Once your order has been delivered you may request a return for a refund within 30 days of your order's arrival. Please refer to our return policy for more details.
There are two situations regarding lost items. Please review the description below and contact us.
1) Your order is overweight due to too many items or contains pre-ordered products. For overweight orders, we may split the order and ship it in several packages. For orders containing pre-order products that are slightly delayed, we may also split the order and give priority to the products in stock. This way, you can receive some of the items as soon as possible. Then, once in stock, we will send out the remaining pre-order items. As a result, missing items may be found in future packages. If you have any questions about your package tracking information, please feel free to contact us.
2) Items lost during packaging or shipping. Please contact us as soon as possible. Please email us with your order number, information about the problem, and a photo of the item you received.
Please contact us as soon as possible. Send us an email with your order number, information about the problem, and pictures if there is any damage and/or quality issues.
Normally, once an order is shipped, an email with your tracking number will be sent to your account email address.
If you do not receive this email, you can check the following.
1) Please check that the email address you used to place your order is correct.
2) Please check your spam folder to see if the email is in the wrong place.
3) Please check the status of the order in your account to see if it has been shipped.
Shipping & Delivery
Once your order has been shipped, you will receive an email with tracking information. The estimated delivery date depends on the country and shipping method you selected at checkout.
Keep in mind that this date is an estimate, so your order may arrive before, when, or after your estimated delivery date. To check the progress of your order, view your tracking here.
Please check the following.
- Make sure the address of your order is correct
- Check with neighbors and family members (sometimes they will help pick up the item)
- Check around the delivery location (mailbox)
- Check for notification of attempted delivery
If you still can't find your package, please feel free to contact us.
Typically, for in-stock items, it takes 1-3 business days to process an order after it has been placed.
If your order includes any pre-order items, we will wait until all of your items are in stock before shipping. By doing this, we are able to reduce our carbon emissions and get all of your items to you at once. While we know the current experience isn't exactly ideal, we're actively working on a long-term solution to improve our AI predictive model so you don't even feel the lag!
With that in mind, please double check the estimated ship date under each item you order. You can find this information in the ship date section on each item's page. This will let you know when your item is expected to ship from our warehouse.
P.S. If your order is shipped separately in some way and you would like to initiate a return, please wait for your entire order to arrive. Once the second half of your order is delivered, the 30-day return period begins.
Your order is overweight because it has too many items or contains pre-ordered products.
For orders that are overweight, we may split the order and ship it out in several packages.
For orders containing pre-order items that are a bit delayed, we may split the order and prioritize the in-stock items so that you can receive them as soon as possible. We will also ship the remaining pre-order items as soon as they are in stock.
Since some packages are shipped internationally, you may not see an update through your local courier until the package is in transit, cleared by local customs, and allowed into your country. This process can take 3 to 5 days. If your order is still within the estimated delivery time, please be patient Once this process is complete, you will be able to see your tracking updates.
If your order has not been updated for a long time and is overdue, you can contact the shipping courier or contact us for assistance.
For pre-order products. Estimated shipping dates are provided on the shipping page. Your receipt time will be calculated by adding the shipping time to the date the order was placed.
Please note that if your order contains both in-stock and pre-order products, the shipping date may vary, depending on the estimated shipping date for the pre-order product.
We will make every effort to deliver your package on time. However, delays may occur due to invalid addresses, customs clearance issues, public holidays, peak seasons, etc. We appreciate your patience.
We have a robust logistics infrastructure and currently ship from China to 38 countries. Please visit our shipping and delivery page for more information.
The goods will be delivered without payment of duties and taxes. Therefore, all import (customs) duties and/or taxes will be charged once the package arrives in the destination country. These charges, if any, must be paid by the customer, especially if you choose express shipping for your order.
Return & Refund
Please allow up to 7 business days for a refund to be credited to your bank account after your order has been processed and returned to our facility.
As always, when it comes to important things, we're on the side of over-communication! Therefore, once we receive your return package, we will send you an email and your refund will go into your bank account.
If you have not received an email from us within 45 days, please contact us.
Product & Stock
We have always been committed to sustainability, and our on-demand supply and pre-order system demonstrates this. In fact, we're not currently 100% waste-contaminated! However, we certainly manufacture our products with sustainability in mind.
We help keep the fashion world in style by using a pre-order model, while also protecting our planet. More importantly, our pre-order model relies on you! We want to involve you in our sustainability mission. We let you participate and decide what - and how much - to produce, but that also means we produce a smaller number of each style in stock.
That way, we make sure our products don't go to waste. At Nvuvu, we love the planet and aim towards making it healthier.
We also set very strict standards, such as size standardization and quality checks, and make sure our quality team visits our factories every two weeks.
Size & Fit
If you use a web browser on your computer, you can find it on the product's detail page.
If you have any questions about specific sizing, please contact us so we can make sure you are happy with your decision.
Payment & Promos
For cards, credit or debit (Visa, MasterCard, American Express), PayPal. Accepted payment platforms:
- Apple Pay
- Shop Pay
- Google Pay
Please note that the billing address entered on your order must match the billing address on file with your bank, otherwise our system may consider it fraudulent.
We also have many themed events and promotions that can be found on our webpage. Please stay tuned.
This can happen for several different reasons.
- The card information is incorrect. Check the expiration date, billing address and security code (the security code can be on the back of your Visa/Master card).
- The issuing bank has declined your payment.
- There is not enough balance on the card.
- The shipping address and billing address do not match/are incorrect.
If everything is correct, please open another browser and/or try another form of payment to complete your order.
We accept Visa, MasterCard, American Express, Paypal, Apple Pay, Shop Pay, Google Pay.
Please check the following.
- Confirm that you have not used your code or entered the wrong number.
- Please use the code from our website
- Please make sure the currency of the store credit is the same as the order currency. If not, please change the currency on the web page/application.
In addition, you can also follow our social media accounts on Instagram and Facebook to keep up to date with events.