FAQS

BEFORE PLACING YOUR ORDER
How do I place my order?

All you have to do is click on the product and select your size and the number of units you need. If you are not sure of your size, our guide will help you decide. Then, click on “Finalise Purchase." You can also continue shopping by clicking on this option and then keep adding more items to your basket.
Once you have clicked on “Finalise Purchase,” we will ask you for your billing and shipping information. If these are the same, all you have to do is indicate this by checking the option “Use Billing Address” as your shipping address.
After this, all you have to do is select the shipping method and form of payment.
Once the system verifies the data and the payment has been correctly completed, you will receive an email confirming your purchase.

Can I make my purchase without having to register?

Of course! You can make your purchases at www.nicolishop.com as a guest user.
However, registering will give your numerous advantages, such as tracking your orders, reviewing previous orders, adding products to your favourites or saving your data automatically in order to purchase more easily and quickly.

How will I know I have registered correctly?

Once registered with your account, you will receive a confirmation email with all the information to correctly access your account. You will also receive a catalogue of our collection and will be able to select the newsletter option.

I don’t know what size I’m looking for

Below the product information you will find our sizing guide, so you can work out your size according to the dimensions of each item. Our customer services will also be happy to help you decide.

How do I know if you have what I want in stock? Can you get what I’m looking for?

Our physical stores and the online store do not have a common stock. When a clothing item is out of stock, we will inform you via an “Out of Stock” message. If it is in stock, but there is no specific size, it will be crossed out.
Some items, especially early on in a season, will appear out of stock, but with the message “Coming Soon.” In this case, you can select the option “Inform me when in stock” and we will send you an email when it is in stock.
If for any reason a product you have bought comes to not be in stock, we will inform you at the time. You can also get in touch with us at pedidos@nicoli.es so we can give you more information.
If you want to know if an item is in stock at our physical stores, you can find the telephone of our stores in the “Stores” section and our colleagues will let you know.

What payment methods do you accept? If it secure to pay by credit card?

You can choose from several forms of payment:

  • Credit or debit card: Visa, Visa Electron or MasterCard
  • Paypal

All transactions made from the store www.nicolishop.com will be carried out through secure payment systems and confidential data is transmitted directly and as encrypted data (SSL) to the bank.
We have online transaction security certificates: Verified by VISA, MasterCard SecureCode.

Marking merchandise as a “Gift”

You can ask for your order to be shipped as a “gift.” In this case, the shipment will include the purchase gift receipt and the order will be completely gift-wrapped. You can also ask us to send a card with a personal message.
In accordance with international law regulating the import and export trade of all orders, Nícoli Network ships its products from Madrid (Spain), with an official invoice declaring the exact value of the merchandise bought in the respective currency. It is illegal to declare values lower that those paid or clothing items as a gift, according to international import regulations.

Can I receive a package at an address other than my billing address?

Yes, you can! As long as the order is shipped to an address in the same country where you make the purchase.

Do you deliver to PO Boxes?

Unfortunately, we do not deliver to PO Boxes. Our shipments should be collected and signed for by a person at the time of delivery.

Order verification

Orders are subject to verification before shipping. You will receive an email when your order has been confirmed and is ready to prepare and ship.


AFTER COMPLETING THE ORDER
How can I know if my order has been accepted?


When you complete your order, we will send you a confirmation email. Once your data is verified and the payment is accepted, you will receive a shipping notice with details of your package and tracking number. If any of the products is out of stock for any reason, you will be informed of this situation beforehand.

How soon will I receive my order?

The order will be processed once payment is approved and the delivery data is confirmed. The usual delivery terms for standard shipments depend on the shipping zone. You can consult the delivery terms in “Shipping” or click here.
We remind you that the delivery term is an estimate and that Nícoli Network S.L. is not liable in the event of delays caused by customs processes, weather conditions or potential delivery delays by the shipping company.

Is my package insured?

www.nicolishop.com insures your package against theft and damage from the time it leaves our warehouse to the time it arrives at its destination. Once the package is delivered and signed for, the merchandise is your responsibility.

Can I change the shipping address of my package?

You can change the shipping address of your order before you receive your shipping confirmation email, provided that the new address is in the country you initially selected.

Can I change the type of shipping of my package?

Unfortunately, once the order is finalised and confirmed, we cannot make any changes to the type of shipping. In this case, you should cancel the order, if possible, and make another purchase.

I have placed an order; it is on the way and I don’t want it anymore. What do I do?

If the package you want to cancel has already been shipped, we will order a return to origin and a new shipment. However, the return costs will be payable by the customer. The refund will be made within 14 calendar days from receipt of the package at our facilities.

How much duty and tax will I be charged if my shipment is outside the European Union?

Orders outside the European Union are subject to the payment of customs tax and duty determined by each country at the time of the package’s entry. This amount is calculated by each country. In any case, Nícoli Network S.L. is not responsible for determining the amount or the rates.


RECEIVED ORDER
Can I return my order?

If you are not satisfied with your purchase, you have 30 calendar days to request its return from the date of purchase. From “My Account” you can select the order and items you want to return. You may also choose the return method from home pickup or at one of our stores.
You can also contact pedidos@nicoli.es with any questions about your return.
We will refund the total of the purchase, except return costs. Only items in the same condition as when they were shipped will be returned, provided they have not been worn, altered or washed and you keep all the tags with which they were shipped. The products should be sent in their original packaging. Any returns that do not adhere to this protocol will be rejected, entailing no liability for Nícoli Network S.L.

Can I request the return and subsequent pickup of my package from a country other than the shipping country?

It is not possible to request pickup of a return in a country other than the package delivery country. Pick up may be made at an address other than the shipping address, provided that it is the same country.

Can I return a sale product purchased on the website?

Yes, the refund of the amount of the item(s) will be made at the time of purchase, in accordance with our return policy.

I have received my product damaged or in poor condition.

Any products received as defective should be reported within a maximum period of 48 hours by sending an email to pedidos@nicoli.es. These products may be returned within the 30 days stipulated in the Return Policy.
You can also visit our stores and request the exchange, or do this through the website. In the latter case, we may ask you for photographic proof in order to continue with the process. Defects or faults due to the incorrect use or handling of the items, or wear and tear caused by their normal use are not included in the warranty.

When will the refund of the amount be honoured in my account?

Once we receive the order back at our facilities and after the pertinent quality control, we will proceed to refund the amount using the same method utilised by you for the payment within a period of 1-2 calendar days. Bear in mind that it can take up to 14 calendar days to be honoured (depending on the payment method selected).