FAQs

Orders

Can I make an order without creating an account?
Yes, you only need an email address to place an order. However, we recommend signing up for a NAN account to add items to your Wishlist and track orders. You can also order and track as a guest.

How Do I Place My Order?

  • Start by selecting a product category or use the search box.
  • Choose your size, click 'ADD TO CART', and review items in your shopping cart by clicking the basket symbol.
  • Once ready, click 'CHECKOUT' to complete your order.

What Payment Methods Do You Accept?

  • Visa
  • MasterCard
  • Apple Pay via Visa/MasterCard

Which currencies can I shop in?
We offer Saudi Riyals, US dollars, Euros, British pounds sterling, and Canadian dollars. All orders are charged in SAR at checkout.

Can I Cancel My Order?
You can cancel your order for a full refund if it is still processing and has not been dispatched. Send us an email with your name, order number, and full address. If the order has been dispatched, you will need to return it at your own expense.

Can I Cancel a Pre-Order?
Cancellation of pre-order items is generally not possible. However, if you contact us within a few hours of placing the order, we may be able to accommodate your request depending on whether production has begun. Please reach out to our customer service team with your order details, and we will inform you if cancellation is still an option.

I Have Received My Order but One of The Items Is Missing, What Do I Do?
Email us with your name, order number, and details of the missing item. If available, we will send it out immediately. If sold out, we will issue a refund.

I Have Received an Incorrect Item In My Order, What Do I Do?
If you received an incorrect or faulty item, email us with your name, order number, and details of the issue. We will send the correct item or issue a refund if it's unavailable. We will cover the return shipping costs for incorrect items.

Where Is My Order Confirmation?
You will receive an email confirmation immediately after placing an order. If you do not receive it, check your Junk mail or contact us if it doesn't arrive within 24 hours. Your order confirmation can also be found on your account page.

 

 

Delivery

What Are Your Delivery Options?

  • KSA Delivery: Starts at 30 SAR, with additional fees based on item weight.
  • Standard GCC Delivery: Starts at 90 SAR, with additional fees based on item weight.
  • Worldwide Shipping: Fees are calculated at checkout based on your country.

What Countries Do You Ship To?
We ship worldwide.

When Will My Order Be Shipped?
Most orders ship within 1-3 working days of purchase. Shipping times may vary due to product availability. Orders are not shipped on weekends or local holidays. We will notify you of any delays.

When Will My Pre-Order Be Shipped?
Pre-order items have variable processing times, typically ranging from 7-14 business days. The specific processing time is indicated on the product page. Shipping will occur after the processing period.

Will My Pre-Order Be Shipped Separately?
If your order includes both in-stock and pre-order items, we will contact you to ask if you would prefer to wait until the pre-order item is ready or if you’d like the in-stock items shipped separately. Please note that if you choose separate shipping, you will be responsible for the shipping fees for each package.

How Do I Track My Order?
You will receive an email with tracking information once your order has been dispatched. This will direct you to the courier’s website to track your order.

My Order Is Late?
If your order is late, check the courier’s website using the tracking link in your confirmation email. If the estimated delivery date has passed with no relevant information, contact us.

Will my package be charged additional custom and import charges?
Customs duties/taxes are beyond our control and are the customer’s responsibility. Please check with your local customs office for more information. In rare cases, customs may delay delivery.

If you refuse a shipment, you will be responsible for the original shipping charges, import fees, and return shipping costs. This will be deducted from your refund. If the return fee exceeds the merchandise value, the package will be abandoned, and no refund will be provided.

 

 

General

How Do I Contact Customer Care?
If you can't find the answer to your question in the FAQs, please visit our Client Care page to send us an email. We will respond as soon as possible.

How Do I Create An Account?
Click the Sign-Up button at the top of the website. Follow the instructions to set up your NAN account, or Sign In if you already have one.

How Do I Subscribe / Unsubscribe to Your Newsletter?
To subscribe, click the Newsletter icon at the top of our page. To unsubscribe, follow the link at the bottom of the newsletter.

Are You Getting Any More Stock?
Our collections are limited edition Demi-Couture, and some items are one-of-a-kind. If you want to know if a specific style will be restocked, please contact us.