FREQUENTLY ASKED QUESTIONS
SHIPPING & DELIVERY
WHEN WILL MY ORDER SHIP?
Orders are usually processed within 48 hours (except for weekends and holidays). However we try our best to pack and ship all orders placed Mon-Fri before 12pm the next day. Our warehouse is closed Saturday and Sunday.
WHEN CAN I EXPECT MY ORDER TO ARRIVE?
Orders within The Netherlands, Indonesia and Australia are generally delivered within seven business days. Orders outside of these countries may take longer, depending on the country of delivery.
DO WE SHIP INTERNATIONALLY?
We sure do. Please note that international orders take longer for delivery and may be subject to import/value-added taxes that are beyond the control of NUSA Design, depending on the local tax rules and regulations. Please be aware that international shipping rates displayed on the NUSA Design webshop do not include these taxes or duties unless otherwise stated in the shipping method. Contact the customs office in your country for information about duties or taxes that may apply to your order. If an order is refused, NUSA Design is not responsible for the original shipping costs, duties, taxes, or any other charges associated with shipping the package.
WHERE IS MY ORDER, IT NEVER ARRIVED?
If an order is nowhere to be found please check with your surrounding neighbours and or building manager. If applicable, please contact your local delivery agent and confirm the package delivery. Please contact email@example.com if the parcel is not found and has gone missing. We will check the proof of delivery with the shipping company.
WHAT HAPPENEDS WITH INCORRECT ADDRESS INFORMATION?
Please double check all order and shipping details to ensure they are correct. NUSA Design takes no responsibility for any charges incurred due to a customer providing the wrong information on their order.
ORDERING & BILLING
HOW DO I PLACE AN ORDER?
When you see an item you like, click on “add to basket” and continue shopping until you are ready to complete your purchase. Then, click on view cart on the “cart/basket” icon to confirm your items. After you have made any changes and updated the quantities as desired, click on (“proceed to”) “checkout” to finish and place your order.
We accept the following payment methods:
Visa >> MasterCard >> PayPal>>Direct Bank Transfers
RETURNS & EXCHANGES
WHAT IS THE RETURN POLICY?
Purchases from the NUSA Design webshop can be returned within 30 days after purchase for either a refund or an Item exchange. Return items must be untreated, unworn, tags attached, and undamaged (cover bag included). We need a proof of purchase, the NUSA Design invoice and a filed out Nusa Returns Form to process your return. This form should be filled out and emailed to firstname.lastname@example.org and physically attached to the items being returned.
Items marked with “Sale” cannot be returned.
DO I HAVE TO PAY FOR A RETURN SHIPPING?
For all return items the buyer is responsible for the return shipping costs to NUSA Design. For exchanged items, the shipping costs are for the buyer. Nusa Design will refund or ship the exchanged items after receiving and processing the items you are returning.
We will try our very best to exchange items as soon as possible, but we cannot guarantee the availability of an item you are looking to exchange or hold items until the return items are received.
WHAT HAPPENDS WITH A REFUND OR EXTRA COSTS?
We strive to process the refund as quickly as possible. You will be notified via email once your refund has been processed. All applicable transfer costs for a refund on returned items will be charged to your account.
For exchanged items with a price difference for higher priced items, NUSA Design will charge you the surplus amount for the extra costs before shipping the exchanged items.
For exchanged items with a difference for lower priced items, NUSA Design will refund you the surplus amount as soon as possible.
WHAT IF THE WRONG PRODUCT WAS SHIPPED?
In the case of an incorrect item shipment, please let us know by filling in the Nusa Returns Form , including the Proof of purchase. After the shipment of the incorrect item has been processed, NUSA Design will send an email with a ‘prepaid return label’ and further information. The items must be untreated, unworn, tags attached, and undamaged (cover bag included).
You have 30 days after we send you the ‘pre-paid return label’ to send the items back to us. After we receive the incorrect items, we will send you back the correct items as soon as we can.
HOW LONG DOES IT TAKE TO RECEIVE A REFUND?
We strive to process refunds as quickly as possible. Once we have received the items(s) you would like to return, we will refund the costs which usually takes between 3-5 business days to settle with your bank. You will be notified via email once your refund has been processed.
WHERE CAN I FIND THE RETURNS FORM?
Please click on the link here to get to the form: Nusa Returns Form
WHEN AM I ELIGIBLE FOR WARRANTY?
All NUSA Design items are covered by a 90 day warranty against manufacturing defects which occur outside of normal wear and tear. The warranty period begins from the original date of purchase. Proof of purchase, a NUSA Design invoice or a retail shop receipt, photos of the warranty related issues and a filled out Warranty Request Form are required to be eligible for repair or replacement. There is no refund option for issues relating to warranty.
WHO SHOULD I CONTACT FOR WARRANTY ISSUES?
As retail stores do not handle warranty issues, NUSA Design requests that all warranty inquiries are sent directly to email@example.com and physically attached to the item(s) being returned. Please allow NUSA Design up to 72hrs to inform you about the qualification for warranty repair or replacement and to inform you about further actions to be taken.
WHAT DO I DO WITH MY WARRANTY SHIPPING?
After we approve the warranty issue, we will send you an email with a ‘prepaid return label’ and further information about the shipping. You have 30 days after we have sent you the ‘pre-paid return label’ to send the items back to us. After we receive the warranty items, we will send you back the repaired or replaced items as soon as we can.
All repair, replacement and sending costs will be for our account.
WHERE CAN I FIND THE WARRANTY FORM?
Please click on the link here to get to the form: Warranty Request Form