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Contact Us

If you cannot find the answer you need in our FAQ or information pages, please feel free to contact us.

We will make reasonable efforts to respond as soon as possible.

To help us assist you more efficiently, please include:

• Your first and last name;
• Your order number, if available;
• The email address used to place your order;
• A brief description of your question or issue;
• Photos of the product when reasonably necessary to review a damaged, defective, incorrect, or quality-related item.

We generally aim to respond within 24 business hours, excluding Sundays and U.S. federal holidays.

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Customer Service Hours

Our customer service team is available during the following hours:

You may email us at any time.

Messages received outside our regular support hours will be reviewed as soon as reasonably possible during the next business day.

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Frequently Asked Questions

How long will it take to receive my order?

Orders are generally processed and prepared for shipment within 3–7 business days.

After your order has shipped, estimated delivery generally takes 14–20 business days, depending on factors such as:

• Your destination;
• The shipping carrier;
• Carrier processing times;
• Weather conditions;
• Holidays; and
• Other logistical circumstances outside our reasonable control.

Estimated shipping or delivery information applicable to your order will be displayed during the ordering process or otherwise communicated to you where applicable.

Once your order ships, tracking information will be sent to the email address associated with your order when tracking is available.

Under applicable U.S. federal requirements, sellers must have a reasonable basis for any stated shipping timeframe. If no shipping timeframe is stated, applicable federal rules generally require shipment within 30 days after receiving a properly completed order.

If we are unable to ship your order within the applicable promised timeframe, we will provide notice and, where required, give you the option to agree to the delay or cancel the affected order for a refund.

Please note that the federal 30-day rule generally concerns when an order is shipped, not a guarantee that an order will be delivered within 30 days.

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What is your return policy?

Nanalinen offers a voluntary return period of up to 30 days after delivery for eligible items, subject to the conditions stated in our Return & Refund Policy.

Eligibility may depend on factors including:

• The condition of the item;
• The type of product;
• Whether the item has been worn, washed, altered, or damaged;
• Whether required packaging or accessories are included; and
• Any exclusions disclosed in our Return & Refund Policy.

Unlike certain European consumer laws, ordinary purchases made entirely online in the United States are not generally subject to a federal 14-day right to cancel solely because a customer changes their mind.

Additional consumer rights may apply under the laws of your state.

For complete eligibility requirements, procedures, exclusions, and applicable return costs, please review our:

Return & Refund Policy

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When will I receive my refund?

Once an eligible returned item is received and reviewed, we will notify you regarding the status of your refund.

If the return is approved, the refund will generally be issued to the original payment method, unless another method is required or agreed upon.

After a refund has been issued, additional processing time may be required by your:

• Bank;
• Credit card issuer;
• Payment provider; or
• Other financial institution.

The time it takes for a refund to appear in your account may therefore vary depending on your payment provider.

For detailed refund processing information, please review our:

Return & Refund Policy

Nothing in this policy limits any refund or other remedy required by applicable law.

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Who pays for return shipping?

Responsibility for return shipping depends on the reason for the return and the terms stated in our Return & Refund Policy.

For eligible returns made because you changed your mind, ordered the wrong size, or otherwise wish to return an item for reasons unrelated to a product issue, return shipping costs may be the customer's responsibility when disclosed in our policy.

If you receive an item that is:

• Damaged;
• Defective;
• Incorrect; or
• Materially different from what you ordered,

please contact our customer service team before returning the item.

We will review the issue and provide appropriate return or resolution instructions in accordance with our policies and applicable law.

Please do not send a product back to our administrative or mailing address unless our customer service team specifically instructs you to do so.

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I received a damaged, defective, or incorrect item. What should I do?

Please contact us at:

service@nanalinen.com

Include:

• Your order number;
• A brief description of the issue;
• Photos of the item and relevant packaging when reasonably necessary to evaluate the issue.

Our customer service team will review the information provided and advise you of the available next steps.

Depending on the circumstances, an available resolution may include:

• Replacement;
• Exchange;
• Refund; or
• Another appropriate remedy.

The specific resolution will depend on the circumstances, our applicable policies, product availability, and any rights provided under applicable law.

Consumer rights relating to defective or misrepresented products may vary by state.

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Can I cancel my order?

If you would like to cancel an order, please contact us as soon as possible at:

service@nanalinen.com

We will make reasonable efforts to accommodate cancellation requests submitted before an order has entered processing or shipment.

However, we cannot guarantee that an order can be canceled once processing or fulfillment has begun.

If your order has already shipped, the applicable Return & Refund Policy will generally apply.

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What happens if my order is delayed?

If we determine that we cannot ship an order within a shipping timeframe that we previously stated, we will provide notice as required by applicable law.

Where required, you will have the opportunity to:

• Agree to the revised shipping timeframe; or
• Cancel the affected order and receive the applicable refund.

If an order has already been transferred to the carrier, delivery estimates may be affected by circumstances outside our reasonable control.

Please contact us if your tracking information shows an unusual or extended delay.

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How can I contact you about my order?

You may email us at any time:

service@nanalinen.com

Please include your order number whenever possible so that we can locate your order and assist you more efficiently.

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