Do I have to create a Nohow account to place an order?
No you don't, you can start shopping straight away! Anyway, we suggest you to create a personal account as it's simple and allows you to order without having to fill in your details every time you shop with us. Additionally, you can benefit from special offers and promos by checking our regular newsletter.
I forgot my order number. What should I do?
Order number may be found on your confirmation email. It starts with an hashtag and it is made up of numbers. If you are not able to find itplease contact our Customer Care team. Make sure to have at hand the email address used to place the order or your full name.
Where can I track the order?
The shipment can be tracked using a tracking number that will activate after 1 business day from the pick up of the shipment. Once the order is confirmed, you will receive an email from the courier. For international deliveries we partner with DHL/Fedex couriers: if the status shows “Not found” or “Shipment not yet picked up” it means that your order hasn’t been sent yet and isn’t trackable at the moment. As soon as the parcel leaves our warehouse you’ll be able to track it. Orders directed to Russia are shipped via EMS Standard Post.
Can I cancel my order after I've placed it?
Yes, orders may be cancelled within 2 hours after confirmation for a full refund. After this time lapse, the order may be already prepared for dispatching, so it might be not possible to cancel it. To cancel your order, just contact our Customer Care team.
Can I amend my order after I've placed it?
Yes! It will be possible to change the sizes of the items included in the order provided availability of the sizes and, of course, before receiving the confirmation email. From this moment on, it won't be possible to apply modifications. On the other hand, it won't be possible to change items included in the order for other products. To amend your order, just contact our Customer Care team.
I've received a faulty/incorrect item, what should I do?
In the event of receiving a faulty/wrong item, please contact our Customer Care team within 3 days since when you received the goods. In this case, we will arrange a pick up service with a courier at our expenses, provided verification with our Quality Dept. Please note that if you decide to pay for the return yourself, we won't be able to refund these costs. For claims made over the 3 days and within the 30 days period since receipt of the goods, the above conditions apply with return at customer's charge. Check our Returns and Refunds section for further information.
I'm missing one or more items from my order, what should I do?
Please contact our Customer Care team as quick as possible. In this case, we will open a claim with the courier and verify internally with our warehouse Dept.
I received a damage package, what should I do?
In the event of receiving a package which is visibly damaged or not in optimal conditions, we suggest to ACCEPT WITH RESERVE or REFUSE the package upon delivery and contact our Customer Care team immediately. We kindly ask you to provide some pictures to show the conditions of the box upon delivery, doing so we would be able to forward a claim to the courier.
What should I do if my order hasn't been delivered yet?
You’ll be able to get information by checking our SHIPPING & DELIVERY section. If your estimated delivery date has passed and you haven’t received your order, please get in touch with our Customer Care team in order to receive further updates.
Can I track the delivery of my order?
You'll receive a shipping confirmation email from our warehouse once your order is on its way; simply click on your tracking link on this email to view the up to date tracking. Please mind, BRT tracking codes will activate after midnight.
Why haven't I received an order confirmation email?
Please make sure that all data entered during the purchase are correct. If you are still experiencing issues, send an email to our Customer Care team in order to receive immediate assistance.
Can I choose a specific time or day for my delivery?
Unfortunately, it is not possible. Once the order is placed we will process it following the time-frame indicated. For further information
check our SHIPPING & DELIVERY section.
Can I have my parcel redirected to a different address?
For security reasons we cannot change the address once your order is shipped. Shipping address modifications can be submitted until the fulfillment of the order.
What happens if I'm not in when my order arrives?
Someone needs to be in when your parcel is due to be delivered as a signature is mandatory. However, don’t worry if this isn't possible, the courier will attempt a new delivery.
Do you accept cash on delivery?
Cash on delivery is available only for Italy. It is not accepted for any other country. For further information please contact our Customer Care
How does your Express Delivery service work?
By choosing Express Delivery the shipping will take 1 business day from the actual pick up of the courier. Please allow additional business days to process the order and prepare the parcel. For further information check our SHIPPING & DELIVERY section.
Can I have my order delivered to a PO Box address?
Unfortunately, we’re unable to deliver to PO Box addresses.
Do you ship worldwide?
We aim to deliver worldwide. Anyways, NOHOW is currently not providing deliveries to Morocco, Algeria and Tunisia. For further information regarding “SHIPPING & DELIVERY” check our dedicated section.
RETURNS AND REFUNDS
How do I return my order?
You have 30 days since you receive the goods to return one or more items. To request a return log in into your account and select the order number to return by clicking on MY ORDERS in the menu on the left. Next, select the button RETURN above and select the items to return and indicate which is your request in exchange for each item. Once completed, NOHOW will accept the return within 24 business hours and a confirmation email will be sent to your address. If you don’t have a registered account, please contact our Customer
Care in order to submit the return request.
How can I get a return label?
Unfortunately, return shipping costs are at customers' charge. NOHOW doesn't provide prepaid shipping labels. Customers will be responsible for the return package and its content until it arrives to our warehouse.
Do you refund delivery charges if I return something?
Kindly note that shipping costs are excluded from refunds.
Do you offer pick-up services?
NOHOW offers the chance to purchase a domestic pick up service. To take advantage of this service, customers have to pay the amount corresponding to their area using Paypal and send the payment to firstname.lastname@example.org. Please contact Customer Care for further details.
Which are my return options?
You can choose between the 3 options at your disposal: - Size replacement: a Store Credit will be automatically created in case of unavailability of the requested size; - Store Credit: code with the same value of the returned items; - Refund: on the payment method used for the purchase.
How can I know if you received the items that I returned?
Automatic emails will be sent upon return receipt. We suggest obtaining a tracking code in order to check the delivery status yourself. Please mind that NOHOW won't be responsible for damaged or lost packages shipped from customers chosen couriers.
I received a Store Credit, how can I get a refund?
A voucher is automatically created for all refund requests. To receive the refund, do not use or redeem the voucher but simply wait for the refund that will be issued automatically on the original payment method within 7 business days. PLEASE NOTE: Shipping costs/return costs are excluded from REFUNDS.
Can I return more than one order in the same parcel?
Yes! When returning your items, make sure to indicate which order the items belong to. Just fill in the details including the order number and items you are returning to us so we can deal with your return as quickly as possible.
Which are NON-RETURNABLE and NON-REFUNDABLE items?
It won’t be possible to return and receive a refund for the following items: - Store Credits; - Books; -Haircare and Grooming Products; -Underwear; - Gift Wrapping; -Face Masks.
PAYMENTS, PROMOS & STORE CREDITS
Which are the payment methods accepted?
We accept pre-paid/debit/credit cards (Visa, MasterCard, American Express) and Paypal.
Are my details safe when ordering online?
Placing an order with Nohow it’s safer than ever. We use one of the most secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible security at all times.
Where do I find a Promo Code?
Promo Codes are included in our newsletters, subscribe at the bottom of the page to join our community. Additionally, we suggest you to check out our website every now and then as we often have really great promos running.
How can I use a Promo Code?
The Promo Code can be redeemed at check out. There’s a specific area where you can apply it. Please mind that two or more promo codes cannot be used together.
What is Store Credit?
Store Credit is an alphanumeric code sent via email that allows you to purchase any item on our website. If you returned your order and applied for a Store Credit, it can be used at any time as it won’t have an expiration. If you are spending more than the value of your Store Credit, you’ll need to pay the extra using another payment method. If the Store Credit amount exceeds the total price of your order, you’ll be able to use it for multiple transactions till it runs out of money.
How can I purchase a Nohow Store Credit?
Unfortunately Store Credits are not purchasable themselves and they are issued only following returns.
How do I use my Store Credit?
You can place your order normally and redeem the Store Credit once at checkout. There’s a specific area where you can apply it. Please mind that two or more Store Credits cannot be used together.
Where do I receive the Store Credit?
You will get your Store Credit at the email address you registered with/provided at check out.
Can I combine both Store Credit and Promo Code?
Yes, you can! Store Credit and Promo Code can be combined and used in one single transaction. On the other hand, two or more promo codes cannot be used together.
How can I search for items on the website?
Do you know what you’re looking for? If so, type it into the search box at the top of every page and click on the search icon. Otherwise select a category from the main menu at the top of the page.
Where can I find your size guide and care instructions?
Since we never want to send you something that doesn't fit properly, we have two size guides available on most of our product pages. Just click on the 'Size Guide' button on each product page or directly check the SIZE & FIT section in the description. If the size guide isn't available on the product page we suggest getting in contact with our Customer Care team.
Can you recommend a size?
We suggest taking a size up when it comes to Nohow clothes. Nevertheless, you can always check the DESCRIPTION of the item in which you can find the measurements in cm of the sizes worn by the model.
Can you give me more information about your products?
We try to give you as much useful information as we can about all our products, including: 1. A detailed description 2. Lots of pictures 3. The exact measurements of the size worn by the model 4. How to care about your item
Will SOLD OUT items be restocked?
We usually re-stock items from the current season. Products that belong to previous collections will be no longer restocked. In the meantime, why not have a look for something similar? All you need to do is check the main collection or ask for some info to our Customer Care team.
I'm having trouble signing into my account, what can I do?
If you receive a message that says your email address/password isn't correct, follow these steps: 1. Make sure you are using the same email address and password you registered with. 2. If you can't remember your password click on the 'forgotten password' link on the sign in page. By entering your email address, you will get an email with a link that will allow you to create a new password for your account. 3. If you’re still not able to sign in, contact our Customer Care team giving as much detail as you can about the issue, including screen shots of any error message you get.
What can I do if I'm not receiving emails from Nohow?
If you’re not receiving updates about your order, it's worth carrying out the following checks: 1. Check your spam folder: your email software may be marking our emails as junk email. 2. Check your email address: make sure you typed in the correct email address when you registered. Just sign in to your account to double check. 3. Contact us: if you’re still having trouble, we suggest you to contact our Customer Care team.
How can I subscribe/unsubscribe for/from Nohow newsletters?
Why has my payment failed?
There are many reasons which cause payment failure. Please make sure that your personal details and credit card information are correct and verify that everything has been entered properly. We also suggest you try a different credit card or device. If the problem persist, please contact your bank, it is possible that your account lacks sufficient funds or has been flagged for security reasons. For any other issues or questions, please contact our Customer Care team.