Shipping, Returns & Exchanges

Order

I made a mistake. Can I change my order?

We strive to process orders as quickly as possible. But we will try to accommodate any order change. The quickest way to get in touch with us is by emailing us at hello@nenolo.com. Please make sure to include your order number and clearly mention what changes need to be made. We will certainly let you know, as quickly as possible, whether we are able to make the wanted changes.

Can I cancel my order?

You can cancel your order within 24 hours of placing it. To cancel your order drop us a cancellation email at hello@nenolo.com. We appreciate it if you inform us as soon as possible in case you do not want an order, so that we do not dispatch the order and save on the courier cost and the effort. In the event of a cancellation, all prepaid payment will be returned to your bank account.

Please Note: An order cannot be canceled after 24 hours of placing it. Due to the nature of our business, we cannot offer refunds or credits for cancellations for the same.

Can I place a custom order?

Yes, we offer customization on our Personalized Wall Art tab. Check it out in the Decor category.

What payment methods do you accept?

We accept UPI payment, Visa, MasterCard, American Express, Discover etc for online orders. We also offer cash on delivery with a minimal charge.

Why isn't my payment going through?

Please double check to ensure you are providing us with the correct information associated with your mode of payment. If the problem persists, please check with your bank account. 

Will I be charged right away when I place an order?

Yes, your card will be charged right away. We don't store payment information for security purposes.

Do you have any discount codes available?

We do not offer discount codes at the moment, however, we do run special promotions from time to time. If you would like to hear about promotions, please sign up for the same.

I never received a confirmation email. What should I do?

If you haven't received an order confirmation email, it is likely the result of one or two things:

• Your order was never actually placed and processed.

• You have entered an incorrect email address with your order.

If you are certain that the email address linked to your order is correct, please check the spam folder for your order confirmation. In the event that you still cannot locate an order confirmation, please email us at hello@nenolo.com

My order never arrived, what do I do?

Oh no! We’re sorry to hear that. Our shipping carriers work independently from Neñolo, but here are a few solutions we can offer:

If your package has been marked delivered and it's only been a day or two, sit tight! Sometimes the carriers scan it before it gets to you. Keep an eye out for it in the next few hours.

If the tracking hasn’t been updated in an unusually long time or if it was never updated since the label was created, chances are it was lost in transit. Please send an email to hello@nenolo.com so we can help you look into this.

If the shipping address was a temporary location, we do not assume responsibility if the recipient is no longer at that address upon delivery within the projected shipping timeline.

My order arrived damaged. Help!

So sorry to hear it! We kindly ask you to inspect your package as soon as it is delivered. Ensure that the package is unopened and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If there are any faults or missing items, you can contact us at hello@nenolo.com. If you do not let us know by email within 24 hours of delivery, we reserve the right to not replace your purchase. Please include your order number so we can take a closer look and help with a solution. It is essential for you to include a photo and unboxing video of the damage so we can determine whether we need to contact the shipping carriers as well. 

Shipping 

We have a tie up with a network of the leading courier services to offer the best shipping service, irrespective of where you live. Our efforts are always to ensure that we provide the highest levels of responsiveness to you at all times.

Do you accept Cash on Delivery?

No, we do not accept cash on delivery currently.

Prepaid Delivery

We offer Free Shipping on all prepaid orders.

Do you ship worldwide?

We are currently only shipping in India. However, we are planning to spread the #nenololove all over the world with our products very soon.

How do I know if my order has shipped? Can I track it?

Once your order ships, you will receive an email containing your tracking number. If for any reason you have not received your shipping confirmation email and your order date is past 5 business days, please let us know by emailing at hello@nenolo.com

We will be happy to find out what exactly is going on with your order.

What is the processing time for my order?

Once order verification, tailoring, quality check and packaging is done, the order is dispatched within 2-3 days of placing it. Upon placing the order, you will be provided with a tracking number via SMS or email. Please allow 24 hours for the status of the shipment to correctly display on the tracking link.

How long will it take for my order to arrive? 

*After processing and leaving the warehouse, orders can take anywhere between 5-7 business days to arrive at the destination depending on your pin code. 

However, sometimes due to festivals, extreme weather conditions, and unforseeable circumstances, there might be slight delays in delivery. 

Will all the products I have ordered come in the same package?

We try our best to deliver all your orders in one package. But if not, we make sure it always reaches on time safely to you. 

Returns and Exchanges

Do you offer Returns and exchanges?

We are committed to providing premium products and service to our customers. We take quality and child safety very seriously and it is our top priority.

Due to the personal nature of our products, we have a strict no return and no exchanges policy. We expect our customers to thoroughly go through the product information before placing the order. However, in the unlikely event of size issues, we offer alternate size exchanges only in the sleepwear category. (Not Applicable on Flash Sales)

How to initiate the size exchange?

To initiate an exchange please write to us at hello@nenolo.com and we will try to help you out as per the given case of exchange. 

The product must be unused and in the same condition that you received it in. It must also be in its original packaging with tags intact.

If your exchange request has been accepted, you will need to courier the product to our Head Office so that we can initiate the exchange process for you.

What happens after I've returned the product for an exchange?

Once your returned product is received and inspected by our quality control team, an email will be sent to you to confirm the receipt of the returned item and the exchange product requested by the customer will be shipped out.

Once a piece is exchanged, it cannot be exchanged again. If we are unable to exchange your product due to non availability, we shall offer refund or store credit (valid for 3 months for any future purchase on www.nenolo.com) for the same, depending on your choice. 

Products ordered during the sale are not eligible for return/exchange, except in case of any manufacturing issue.

Refunds

As per company policy any we do not offer returns and refunds. However, in certain cases like damages, lost orders and unavailability for exchanges, where informed timely may be refunded to source. Any such refunds will take up to 2 weeks (after approval of refund) to reflect in your bank account. 

Discounts and Coupons

Can I use a discount code during the sale?

Discount codes cannot be combined with any other discount promotions including sales.  

Do you price match other retailers carrying your products?

No, we do not offer price matching.

How can I get a discount code?

If you're a first-time shopper and haven't signed up for our email list, you just might get a little something special once you do!

Can I exchange or return a discounted purchase?

Unfortunately, we cannot accept returns on sale items, products bought with a discount coupon or gift cards.