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. Once we have reviewed your request and responded, please follow the instructions we provide by email. Be sure to:

  • Use the original packaging.

  • Include the return label (found inside your original parcel).

  • Ship the package according to the detailed instructions we’ll send.

Our policy allows 14 days from the moment the goods are delivered, to return any unworn garments or products. Please note that 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 the UK, 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 of 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. 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.

Faulty items

Items are considered faulty only if they are received damaged. If you believe you have received a faulty item, please contact us at studio@nancaua.com within 3 days of the delivery date. Where possible, we will offer to repair faulty items. If the item cannot be repaired and a replacement is not available, we will offer a full refund.

Please note the following:

  • Items that are damaged due to misuse, negligence, accidents, or normal wear and tear will not be considered faulty.

  • Any claims made after the 3-day window may not be eligible for return, repair, or refund.

We reserve the right to inspect the item and determine whether it qualifies as faulty under this policy.