MADE-TO-ORDER INFO
Some Nancaua garments are made on demand in London, which means we make the pieces once the order is placed. The lead time for each piece is specified in their product description.
Please allow the lead time specified for each garment before dispatching, followed by the delivery time indicated below.
Make sure to check the size guide before placing an order, as we make the garment specifically for you. If you wish to exchange the size later, we will have to create a new one that will take the same lead time as the one bought initially. Therefore, we encourage you to check your measurements to ensure that you are purchasing the correct size. For any size enquiries, please don’t hesitate to contact us at studio@nancaua.com.
If you would like your pieces to be tailored to specific measurements email us at studio@nancaua.com. Please note that tailored items can not be returned or exchanged.
GENERAL DELIVERY INFO
When placing your order please ensure that the billing and shipping address details are correct, as we are unable to redirect.
Please note that your billing address must match the address on your credit card statement.
When your order is shipped, we will send you a confirmation email.
Delivery times are estimates and start from the date of dispatch and do not include the production time. Please note that in some areas of the United Kingdom and Europe, there is a limited range of delivery services available, and we cannot be responsible for delays as a result of remote delivery locations or adverse weather conditions. We will endeavour to send your order out as quickly as possible but please note that there may be a slight delay in processing orders and returns due to external circumstances or reduced operating staff with our delivery partners.
Customers are expected to sign for goods, but our delivery partners can also accommodate contactless delivery if preferred. Please be aware, however, that our service is not a named delivery service and anyone at the designated delivery address may sign for your delivery. We will not be liable for a lost or missing order that has been signed for in a building, for example, an office address that has been provided for delivery.
If no one is available to sign for the delivery, the driver will make a total of three delivery attempts on three consecutive business days. If there is still no one available to sign for the package, after 5 days with no communication, it will be returned to London.
If you have any questions regarding shipping please contact us at studio@nancaua.com
UK Shipping
Free Standard Delivery 3 - 5 business days.
International Shipping to Europe
£12 Standard Delivery in 3-8 business days. Any additional customs duties, taxes, or fees are defined by the receiving country and payable by the customer, not to the provider but rather to the local customs and tax authorities. Before placing an order, customers are advised to make inquiries with their local customs and tax authorities.
International Shipping Worldwide
There is a flat rate of £15 for the International Standard delivery, which can take up to 8-15 business days from the dispatch. Any additional customs duties, taxes, or fees are defined by the receiving country and payable by the customer, not to the provider but rather to the local customs and tax authorities. Before placing an order, customers are advised to make inquiries with their local customs and tax authorities.
RETURN POLICY
Items must be undamaged and returned unworn, in their original condition and including all their elements, in their original packaging, and with all garment tags attached.
Returns that have been worn, used, altered, or damaged will not be accepted and refund-refused. If we receive an item that is not eligible for a return, the customer will have the option to pay for another shipment in order to get it sent back, otherwise, we will keep it. We cannot be held responsible for any missing returns or items whilst in transit. Item(s) must be returned from the original shipping address.
To register your return, please write us an email at studio@nancaua.com with the subject “RETURN (+ order number)”. Please write in the email your reason for returning and if you would prefer a refund or store credit. We will send you a return label via email, ready to print, along with the return instructions.
Our policy allows 14 days from the moment the goods are delivered, to return any unworn garments or products. Please note items received outside of the specified returns period will not be accepted. The costs for the return shipment as well as any related costs for importing the goods back to London shall be borne by the customer.
For orders that are returned to us from outside the UK kindly note:
Any duties/costs related to the return have to be borne by the customer and will be deducted from the refund. Please inform yourself about how to declare the goods in order to avoid any extra costs before shipping your return.
When to expect your refund
Once the items have been received they will undergo a quality review. Once cleared, you will receive a refund on the cost at the purchase price (excluding original shipping cost and return costs) directly to the original method of payment used for the purchase. We do not refund initial shipping charges, duties, taxes, or tariffs for items returned, other than for faulty items. Due to fluctuations in currency rates, the amount refunded may be slightly higher or lower than the price originally paid.
Please allow 5 to 8 working days for your return to be processed. You will receive an email notification of the status of your refund once processed.
We cannot accept returns or offer refunds for made-to-measure or tailored/bespoke items.
Refunding faulty items
Items are faulty if they are received damaged. Where possible, we will offer to repair faulty items. When items deemed faulty cannot be repaired or the same item is not available, a full refund will be offered. If you believe your items to be faulty, please contact us at studio@nancaua.com within a 3-day period from the delivery date. Please note, items that are damaged as a result of normal wear and tear are not considered to be faulty.