Post-Purchase Support
We hope you love your Nanalinen order. If something doesn’t look or feel right when your package arrives, please check the information below. Our Customer Care Team is here to help.
1. Checking Your Order
What should I check when my order arrives?
Before wearing or washing your items, please check the style, color, size, quantity, and overall condition of each item.
If you notice anything unusual—such as damage, stains, open seams, missing pieces, or an incorrect item—please keep the item and its original packaging and contact us at service@nanalinen.com with your order number and clear photos.
What if an item is missing or I received the wrong item?
Your order may occasionally arrive in more than one package, so please check your shipping and tracking information first.
If an item is still missing or you received something different from what you ordered, email service@nanalinen.com with:
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Your order number;
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A photo of the shipping label;
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Photos of the items you received; and
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A photo of the size label, if applicable.
Our team will review the details and help you with the next steps.
What if my item arrives damaged, stained, or with an open seam?
Please contact us before sending anything back.
Email service@nanalinen.com with your order number, a full photo of the item, and clear close-up photos or a short video showing the issue.
Our team will review the information provided and explain the available next steps.
Depending on the circumstances, an appropriate resolution may include a replacement, exchange, refund, partial refund, or another available remedy.
Are wrinkles, loose threads, or a slight packaging smell normal?
Light wrinkles, a few loose threads, or a mild packaging smell can sometimes occur during packing and shipping.
These may improve after airing, gentle steaming, or washing according to the care instructions provided for the garment.
If you notice holes, open seams, significant stains, or another issue that affects normal wear, please send clear photos to service@nanalinen.com so our team can review the issue.
Why does the color look slightly different from the website?
We make reasonable efforts to display product colors as accurately as possible.
However, slight differences may occur because of:
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Lighting;
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Photography;
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Screen settings;
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Device displays; or
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Production variations.
If you believe the item you received is materially different from the product shown or described, please contact service@nanalinen.com with your order number and clear photos.
Why is the print placement slightly different?
For printed garments, the exact placement of a pattern may vary slightly from one item to another because of the fabric, garment construction, and printing process.
Small placement differences may occur.
If your item has an obvious printing issue—such as a missing section, significant misprint, major misalignment, or peeling—please email clear photos to service@nanalinen.com for review.
What if a belt, accessory, or part of a set is missing?
If the product description states that an accessory, belt, or additional piece is included and you did not receive it, please email service@nanalinen.com with:
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Your order number;
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Photos of everything you received; and
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Photos of the packaging and shipping label.
Our team will review the order information and help you with the next steps.
2. Size & Fit
What should I do if my item doesn’t fit?
If the fit isn’t quite right, please contact us before returning the item.
Email service@nanalinen.com with:
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Your order number;
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The size you purchased; and
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A brief description of the fit issue.
If needed, our team may ask you to provide flat-lay measurements or photos of the garment measurements so we can better review the issue.
For change-of-mind or sizing-related returns, the terms of our Return & Refund Policy will apply.
What if the measurements are different from the size chart?
Please lay the garment flat and measure it according to the measurement method shown in our size guide.
Send service@nanalinen.com:
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Your order number;
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A photo of the size label; and
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Clear photos showing the garment measurements.
Our team will review the information and advise you accordingly.
Small measurement differences may occur because of the manufacturing and measuring process.
What if I simply don’t like the size, color, style, or fit?
We understand that sometimes an item may look or feel different once you try it on.
Please contact service@nanalinen.com with your order number and details before returning anything.
Our team will review your request and explain the return or exchange options available under our Return & Refund Policy.
Nanalinen currently offers a voluntary return period of up to 30 days after delivery for eligible items, subject to the conditions of that policy.
3. Wear & Care
How should I care for my Nanalinen clothing?
Always follow the care label attached to your garment and any care instructions provided on the product page.
As a general guideline:
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Wash similar colors together;
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Follow the recommended water temperature;
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Avoid prolonged soaking unless the care instructions permit it; and
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Follow the specific drying, ironing, and dry-cleaning instructions for the fabric.
Care requirements may vary significantly between products, so the garment care label should always take priority over general recommendations.
What if my item fades, shrinks, or pills after washing?
Some fabrics may naturally experience a degree of fading, shrinkage, or pilling through normal wear and washing.
If the change appears unusual and the garment was cared for according to the applicable instructions, please email service@nanalinen.com with:
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Your order number;
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Photos showing the issue; and
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Information about how the item was washed and cared for.
Our team will review the available information and assist you.
4. Returns, Refunds & Support
What information should I provide when contacting Nanalinen?
To help us review your request as efficiently as possible, please include:
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Your order number;
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A brief description of the issue;
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Clear photos or video, when applicable;
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Photos of measurements for sizing concerns; and
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A photo of the shipping label for missing or incorrect items.
Providing complete information can help reduce delays when reviewing your request.
How do I request a refund?
Please email service@nanalinen.com with:
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Your order number;
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The reason for your request; and
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Any relevant photos or video when applicable.
Our team will review your request and explain the available next steps.
If a refund is approved, it will generally be issued to the original payment method, unless another method is required by applicable law or agreed upon.
Eligibility for a refund is subject to our Return & Refund Policy and any rights available under applicable U.S. federal or state law.
Should I send my item back immediately?
No. Please contact the Nanalinen Customer Care Team before sending an item back so we can provide the correct return instructions.
Important: Do not automatically return your order to the address shown on the original shipping package or to Nanalinen’s administrative mailing address unless our team specifically instructs you to do so.
The original shipping address may belong to:
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A logistics provider;
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A fulfillment facility;
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A carrier facility; or
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Another location that is not authorized to process customer returns.
Once we review your request, we will provide the applicable next steps and, when appropriate, the correct return address.
Sending a return to an unauthorized address may result in additional processing delays.
How long does a refund take?
Once an approved refund has been processed by Nanalinen, it may take approximately 7–14 days for the funds to appear in your account, depending on your:
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Bank;
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Credit card issuer;
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PayPal account;
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Klarna account; or
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Other payment provider.
The actual posting time is determined by your financial institution or payment provider and may vary.
If we have confirmed that your refund was issued and you still have not received it after the expected processing period, please contact your bank or payment provider first.
If you still need assistance, contact service@nanalinen.com with your order number.
How quickly will Nanalinen respond?
Our Customer Care Team typically aims to respond within 24–48 hours.
Response times may be longer during:
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Weekends;
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U.S. federal holidays;
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Major promotional events; or
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Periods of unusually high inquiry volume.
If you are already discussing an issue with us, please reply within the same email thread whenever possible so our team can review the history of your case more efficiently.
5. Important Return Information
Before returning an item, please remember:
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Contact service@nanalinen.com for the applicable return instructions.
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Include your order number whenever possible.
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Do not automatically return merchandise to the address printed on the shipping package.
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Do not automatically send merchandise to our administrative or business mailing address.
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Keep the original product and packaging when reporting damage, defects, or incorrect items.
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Use a trackable return shipping method when you are responsible for arranging the return.
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Keep your shipping receipt and tracking information until your return has been completed.
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Review our Return & Refund Policy for full eligibility requirements, costs, exclusions, and refund information.
Nothing in this FAQ is intended to limit any consumer rights that cannot legally be waived under applicable U.S. federal or state law.
We’re Here to Help
Still have questions about your Nanalinen order?
Contact our Customer Care Team and include your order number whenever possible.
Contact Customer Care:
service@nanalinen.com
Our team will be happy to review your request and help you with the available next steps.
— Nanalinen Customer Care Team