We’re always here to help you. To get an answer faster, please check this page.

Can I change or cancel my order?

We work pretty fast, so once your order is processed on our system, we will be unable to change or cancel it. Please make sure you read the product description and specification information carefully before placing an order and if you are unsure of anything, please contact us and we would be more than happy to help.

How can I track my package?

Once your order has been processed and has left our warehouse, you will receive a shipping confirmation email with your shipping and tracking information. If you are unable to track your order with the tracking number provided, please allow 24-48 hours from the time you received your shipping confirmation email, for the tracking status to update.

I placed an order but never received a confirmation email

Most times this is because our customers have accidentally misspelled their email. If your email address was entered incorrectly, please contact us and we’ll correct it for you. Please also check your email’s Spam folder. If you still need assistance, contact our Customer Care Team.

I ordered multiple items but only received some of them

Frequently items are coming from our various distribution centres and may not always arrive together. Don’t worry, even though your orders may arrive separately, all of them will get to you safely. You can use your tracking code to see when your other items will be delivered to you.

Can I see/inspect an item physically before making a purchase?

Unfortunately, no. We are an online only retailer. We do our very best to provide accurate and detailed descriptions and photographs of the items on our sales platforms. We know that shopping online without first seeing the product isn’t easy and nothing will ruin your day faster than finding out that the items you bought turns out to be of bad quality. Rest assured, every item we sell goes through a rigorous Quality Control Check and are authenticated by us before we send them out to customers.

The item I have received looks different to the picture online?

The pictures, description or colours displayed on our sales platforms are intended to match the true-life of the product as closely as possible. PC, smartphone and tablet screens display colours differently depending on their screen display settings, colour settings or resolution. We understand that we are unable to fully convey other features such as texture. If you need further clarifications about specific shades/colours please contact us and we will provide you with any additional description.

We make every effort to ensure that all product information is accurate and up to date, but reserve the right to refuse an order where product information, including prices, have been entered incorrectly.

All goods on our website are subject to availability. If the item you ordered has sold out, you will be immediately notified and refunded in full.

What is the shipping cost & time?

All orders are processed within 3 business days and the delivery time depends on your location.

Shipping Times:

  • UK, Europe, US, Canada, Australia – delivered within 10-20 business days.
  • Rest of the world – delivered within 10-30 business days.

Shipping Cost:

  • £9.95 for orders up to £99.99
  • £19.95 for orders between £100.00 to £199.99
  • £29.95 for orders between £200.00 to £499.99
  • £49.95 for orders of £500 and above

The shipping time does not include the processing time. We are unable to give a specific day or time for the delivery of your order. If the package has not been delivered within this specified time, please contact our customer care team.

** PLEASE NOTE: we do not ship to P.O. Box addresses **

** PLEASE NOTE: During peak times such as holiday seasons and public holidays, shipping times may be delayed slightly. Please be patient with us during these times. We apologise for any inconvenience caused **

How do I track my order?

Once your order has been processed and has left our warehouse, we will send you a shipping confirmation email with your tracking number. Please allow 24-48 hours from the time you received your shipping confirmation email, for the tracking status to update.

Where is your office located?

We are an online only store, that ships our products worldwide. Our headquarters is located in the United Kingdom.

Custom fees and tax charges?

Orders may be subject to customs or import duties once it reaches the destination country. We are not liable for payment of these charges and they must be paid by the person receiving the parcel. Unfortunately, we have no control over these charges and as they vary from country to country, we cannot advise you at checkout what these charges may be. We advise contacting your local customs office before placing an order.

Which delivery company do you use?

The delivery method and carrier we use depends on your country and location. Please be rest assured that your order will be shipped using the fastest, safest, and most reliable delivery method possible.

My tracking info shows my package was delivered, but I never received it?

We’re so sorry for any inconvenience this may have caused you. Sometimes if you are not in when your order is delivered our courier may leave your parcel at a neighbour, a safe place or a local collection point. When this happens, you will receive a card from our courier advising where it has been left or how to re-arrange delivery. Other areas to look may be to;

  • Check with members of your household, neighbours, doormen and the front desk to see if someone accepted delivery.
  • Look around your delivery area. Couriers try to leave packages in safe locations. Typical spots include sheds, under porches, under benches, back doors, and around garages.
  • Look for an attempted delivery note/card. If the courier feels it is unsafe to leave your package at your residence, the driver will leave a note.

Do I need to sign for my delivery? What if I’m not there to accept delivery?

Sometimes, the courier may need someone at the delivery address to sign for the package. If there is no one available to receive the package, it will be returned to our warehouse and the customer will be liable for the cost of re-delivery.

Returns & refunds policy

If for any reason you are unhappy with your order, please let us know immediately, so we can make it right. If you would still like to return your order, you can do so for a full refund within 7 days from the date of delivery. Returned items must be:

– returned in its original condition and packaging.
– properly packed and secured within a shipping box/shipping bag.

Items which cannot be returned or refunded includes:
– Items which are personalised or customised to your specifications.
– Items with missing products or parts.

How to return an item

To return an item, please email the following to hello@shopnuuk.com:

– Order number.
– Product code of the items you wish to return.
– Please send us a picture of the item if it is damaged or the item you received is incorrect.

We will send you our warehouse address once we receive the above information.

Return delivery cost – the customer is responsible for the cost of return. We’ll only pay the return delivery cost if the return is a result of our error (for example: you received an incorrect or damaged item).

Original delivery cost are non-refundable. If you receive a refund, the original delivery cost will be deducted from your refund amount.

Proof of return

Please obtain proof and receipts for packages you’ve sent back to our warehouse. All goods and its condition remain the customer’s responsibility until they reach us. We cannot accept any liabilities incurred including but not limited to damage incurred in transit back to us, theft or loss of goods.

When will I receive my refund?

We will refund your order amount to your original payment method within 7 business days. If you haven’t seen your refund in your account after this time, please contact your debit/credit card provider, as each provider has different processing times. They will be able to tell you when the credit will be made available in your account.

General payment terms

All prices are inclusive of VAT, and are correct at the time of entering the information into the system. We reserve the right to change the prices of goods at any time.

The default pricing on our site is in £ (British Pounds). The currency conversion rate applied depends on your debit/credit card provider.

The refund value for overseas orders placed in a non-BRITISH POUNDS (£) currency will be based on the current daily exchange rate as set by the customer’s credit/debit card company.

All credit and debit cardholders are subject to validation checks and authorisation, and no order will be processed before this has taken place. Customers will be notified immediately if payments are not authorised.

Accepted payment methods?

We accept a variety of payment methods including: Debit and Credit Cards (Visa, MasterCard, American Express), PayPal, ApplePay.

My debit/credit card was declined?

If your payment is declined when trying to complete your purchase, you will have an opportunity to enter a new card number or alternative form of payment prior to completing your purchase. Please also check the following, as it may resolve the card issue:
– Ensure your card has been enabled for online transactions. Please contact your debit/credit card issuer.
– Check if you have exceeded your bank’s authorized purchase limit.
– Check if you’ve entered all payment details correctly.

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