If you have further questions that are not listed in our FAQ, send us your request as precisely as possible to info@nylea.ch or use the contact form (if available, please include the order number)
AN ORDER
Can I still change or cancel my already completed order?
If you change or cancel your order, please send us an email immediately to info@nylea.ch or use the contact form and we will try to take your wishes into account if the package has not yet been dispatched.
What should I do if the items I ordered arrived damaged?
In this case, please send us a short description and photos of the defective item(s) by email to info@nylea.ch. When taking photos, make sure that the damage is clearly visible. If the items show obvious damage, we will immediately refund the corresponding amount for your order.
What should I do if the items I ordered have not arrived?
Due to unexpected restrictions, delivery delays occasionally occur. We therefore ask for a little patience. If the expected delivery date stated in your invoice has already been exceeded or the shipment has been lost, we will place a repeat order upon request or refund the corresponding amount for your order. You can also contact us at any time if you have any questions about the delivery status.
Can I return or exchange an item?
Yes, that is possible. Please be sure to send us an email in advance to info@nylea.ch with your request and ideally a reason why you would like to return/exchange your order or use our contact form.
According to our cancellation policy, as the end customer you are responsible for the costs of return shipping.
As soon as we have received the order again, you will receive a refund of the corresponding amount.
PAY
What payment options are offered?
The payment methods available are TWINT, Klarna, PayPal, Apple Pay, Google Pay and credit cards such as Visa, Mastercard, American Express.
How secure is NYLEA’s online shop?
Our online shop uses transport protocols such as HTTPS, which are standard for a modern website. The payment process is also encrypted using SSL according to AES-256. In addition, we follow PCI-DSS standards. NYLEA is therefore a modern online shop based on the highest security standards where you can shop without hesitation.
Why isn't my payment accepted?
This can have various reasons. Please try another payment method. If you don't have the desired result here either, please contact info@nylea.ch with the subject: "Payment not possible".
Where can I redeem my discount and voucher codes?
You can redeem discount and voucher codes at checkout in the order summary or in the (final) payment step.
SHIPMENT
How much are the shipping costs?
Each of our products is shipped to you free of charge as standard.
How long does delivery take?
We know that fast delivery is important to you and we work hard to achieve this. Unless a different deadline is specified in the respective offer, your order will usually be prepared for dispatch within 1 to 3 working days and delivered within 4 to 7 working days. As a small compensation for the comparatively long shipping times, we offer you free shipping on all products in our range!
Which countries do you ship to?
We currently offer worldwide shipping.
Is it possible to track my order?
Yes, as soon as your order is dispatched, you will receive a shipping confirmation email. This contains the corresponding tracking number and a tracking link.
REVOCATION
What does the extended 14-day right of withdrawal mean for me?
We are absolutely confident in our products, which is why we think you will be too. We therefore give you a full 14 days from the day of delivery, beyond the statutory deadline, to cancel your order.
How can I make use of it?
If you would like to make use of your extended 14-day right of withdrawal, please send us an email to info@nylea.ch with the subject “Cancellation” or use our contact form. Ideally, you should add a reason for your wish to cancel, as your feedback is very important to us.
For hygienic reasons, our clothing items cannot be exchanged/returned after opening the packaging/removing the film, or after use/application or after testing in any form.
Where does the return shipment go?
After you have informed us of your wish to cancel, you will receive information from us via email on how to proceed and the corresponding return address.
When and how will I get my money back?
Once we have received the return, it will be checked within one to a maximum of two working days and the corresponding invoice amount will then be refunded to you immediately using the payment method used when ordering.
