Clear answers to the questions we are asked most often about ordering, payment, delivery, returns and your account. Can’t find what you are looking for? Email us at info@nanikasbeauty.com or use our contact form. We reply by email.

Ordering

How do I place an order?

Add the products you want to your basket and go to checkout. Enter your details, choose how you would like to receive your order and pay securely online. Once your payment has gone through, we start preparing your order.

Do I need an account to order?

No, you can also check out as a guest. An account keeps your orders, reviews and saved addresses in one place. You can create one with your email address and a password, or sign in straight away with your Google account.

Will I receive an order confirmation?

Yes. Once you have placed your order, you will receive a confirmation email with your order number and a summary of your purchase. No email? Check your spam or junk folder. If it is not there either, email us and we will check that your email address was entered correctly.

Can I change or cancel my order?

Yes, as long as your order has not yet been shipped. Email us as soon as possible with your order number and tell us what you would like to change, or that you wish to cancel. If you have already paid, we will refund the full amount within 14 days of cancellation. Is your parcel already on its way? Then we can no longer make changes, but you can still withdraw from your purchase: before it arrives, or within the 14-day withdrawal period after delivery (see Returns).

Payment

How can I pay?

You pay securely online via Mollie, using iDEAL, credit card or another payment method. The methods available to you are shown at checkout.

Do your prices include VAT?

Yes. All prices are in euros and include VAT. Any shipping costs are shown at checkout, before you pay.

Is it safe to pay at Nanikas Beauty?

Yes. Our website uses a secure, encrypted connection, and your payment is handled in Mollie’s secure payment environment. You enter sensitive details, such as your card number, with Mollie or your own bank. We never see these details and do not store them.

My payment failed. What now?

We only process orders that have been paid successfully. Simply try again, with a different payment method if you prefer. Has money been debited from your account, but you have not received an order confirmation? Email us your name, the amount and the time of payment, and we will look into it for you.

Shipping and delivery

Which countries do you ship to?

We ship to the Netherlands, Belgium, Germany and France. As these are all EU countries, you pay no import duties or customs charges.

How much does shipping cost?

• Free shipping when your order subtotal is €60 or more.
• Below €60, you pay a flat rate of €6.95.

At checkout, you will see which shipping options are available for your address and country and what they cost, always before you pay.

Can I collect my order or have it delivered locally?

Yes. As well as shipping, you can choose at checkout:

• Local pickup: we arrange the time and place of collection with you by email.
• Local delivery: available in selected towns and cities. If your address qualifies, this option appears at checkout, together with any costs.

Not sure whether local delivery is available at your address? Email us before you order.

How long will delivery take?

We process your order as quickly as possible once your payment has gone through. Delivery time then depends on the destination country and the carrier. If, unexpectedly, we cannot deliver within 30 days, we will let you know and you may cancel your order free of charge.

Can I track my parcel?

We keep you informed of the status of your order by email. Where tracking details are available for your shipment, we share them with you. No tracking details? Email us your order number and we will find out where your parcel is. If you choose local pickup or local delivery, we agree the timing with you by email.

My parcel has not arrived. What should I do?

If you have received tracking details, check the status of your shipment first. It is also worth asking your neighbours whether they have taken in your parcel. Still nothing? Email us your order number and we will look into it for you. Until your parcel has been delivered to you, it remains our responsibility.

Returns

Can I return my order?

Yes. You have a 14-day withdrawal period, starting on the day after you receive your order. Within that period, you can withdraw from all or part of your order without giving a reason. During this time, you may examine a product just as you would in a shop. Please note the exception for sealed products below.

How do I return a product?

• Notify us within the 14-day withdrawal period by emailing info@nanikasbeauty.com with your order number and the products you are returning. No reason is required.
• Receive your return instructions: we confirm your notification and send you the return address.
• Send the products back within 14 days of notifying us, carefully packed and, as far as possible, in their original condition and packaging. Keep your proof of postage.

You bear the cost of returning the products. If you have handled a product more than necessary to assess it, we may deduct the reduction in value from your refund.

Which products cannot be returned?

For reasons of health protection and hygiene, a sealed product cannot be returned once its seal has been broken after delivery. This concerns a seal, seal sticker or other closure that you have to break to open the product, for example on skincare, make-up, fragrance or hair care products. If the seal is still intact, you can return the product in the usual way. Products delivered without a seal fall under the standard return rules.

When will I get my money back?

We refund you no later than 14 days after you notify us of your withdrawal, using the payment method you paid with. We may withhold the refund until we have received the product back or you have shown that you have sent it back, whichever is earlier. If you return your entire order, we also refund the standard shipping costs. Depending on your bank, it may take a few more working days for the amount to appear in your account.

I received a wrong or damaged product. What now?

That should not happen. Email us as soon as possible with your order number, a short description and, ideally, a photo of the product and its packaging. We will arrange a suitable solution, such as a replacement or a refund. If the product needs to be returned to us, you pay no shipping costs. Your statutory rights remain unaffected.

Products

Which brands do you sell?

Just one: our own brand, Nanikas Beauty. Our entire range consists of Nanikas Beauty products, from skincare, make-up and hair care to fragrance, bath & body, men’s care and beauty tools & accessories. We do not sell any other brands.

Are your products genuine?

Yes. At Nanikas Beauty, you buy directly from the brand itself. Every product in our shop is a genuine Nanikas Beauty product, sold by us.

Which product suits my skin?

Not sure which skincare or make-up suits your skin best? Email us your skin type, what you are looking for and your current routine, and we will help you choose. Our advice is a personal product recommendation, not medical advice. If you have a skin condition, an allergy or persistent symptoms, consult your GP or a dermatologist first. Ideally, test a new product on a small area of skin before using it fully.

Where can I find a product’s ingredients?

The product page shows the product information and, where available, the ingredient list and directions for use. For cosmetic products, the ingredient list is also printed on the packaging. Allergic to a particular ingredient and can’t find the information? Email us before you order and we will check it for you.

A product is out of stock. Will it be back?

Leave your email address on the product page. As soon as the product is back in stock, you will automatically receive an email, which also contains an unsubscribe link. Want to know whether and when we expect it back? Email us the product name.

Who can write reviews?

Only customers who bought the product from us. We verify this against the order, so every review comes from a genuine buyer.

• Ordered with an account? Sign in and share your experience on the product page. You will find your reviews under My Reviews.
• Ordered as a guest? Once your order has been completed, we may send you an email with a personal link to write your review.

Account, emails and newsletter

What are the benefits of an account?

In your account, you will find your orders under My Orders, your reviews under My Reviews and your details under My Profile. Your saved addresses are kept there too. Create an account via Create Account, or sign in directly with Sign in with Google.

I have forgotten my password. What now?

On the sign-in page, click Forgot password? and enter your email address. You will receive an email with a link to set a new password. Do you sign in with Google? Then you do not need a separate password for our shop.

How do I change my details or delete my account?

You can update your details yourself under My Profile. Would you like us to delete your account, or to know which personal data we process about you? Email us from the email address linked to your account. Data we are legally required to keep, such as our financial records, is retained for as long as that obligation applies. Read more in our privacy policy.

Which emails will I receive from you?

• Service emails about your order, such as your order confirmation and status updates.
• Basket reminder: if you are signed in and leave products in your basket, we may send you a reminder by email.
• Review request: once your order has been completed, we may ask about your experience.
• Back-in-stock alert: only if you requested one on the product page. You can unsubscribe via the link in the alert.
• Newsletter: only if you have signed up for it.

Prefer not to receive basket reminders or review requests? You can object at any time by emailing info@nanikasbeauty.com. We will then stop sending you these emails.

How do I subscribe to or unsubscribe from the newsletter?

Subscribe with your email address using the sign-up form on our website. We send the newsletter through our email marketing service provider, and only to people who have signed up themselves. You can unsubscribe at any time, free of charge, via the unsubscribe link in every newsletter or by emailing us.

Do you use cookies?

Only the functional cookies our shop needs to work, for example for your session and basket, for security and to remember your cookie choice. We do not use analytics, advertising or tracking cookies. Full details are in our cookie statement.

Contact

How can I contact you?

Our customer service is handled by email. Send your question to info@nanikasbeauty.com or use our contact form. If your question is about an order, include your order number so that we can help you faster.

Can I call you?

No, we do not offer telephone customer service. We answer every enquiry by email, so you always have our answers and any arrangements in writing.

What are your company details?

• Trade name: Nanikas Beauty
• Address: Kanaalstraat 108, 3531 CN Utrecht, the Netherlands
• Chamber of Commerce (KvK) number: 95277447
• VAT identification number: NL005142400B83
• Email: info@nanikasbeauty.com
• Website: nanikasbeauty.com

The full rules on ordering, payment, delivery and returns are set out in our terms and conditions.