Order changes, cancellation and right of withdrawal

Can I modify my order?

Once your order has been confirmed, it can no longer be modified. This means that it is not possible to add or remove products or change details such as size, colour, delivery address or delivery method.

Cancelling an order before shipment

If you would like to cancel your order before it has been processed or shipped, please contact our customer service team as soon as possible at customerservice@nansogroup.com. We will check whether the order can still be stopped before shipment and will confirm the status of your request by email.

EU customers – Right of withdrawal

If you are a consumer in the EU, you have the right to withdraw from your purchase within 14 days of receiving your order. You may also exercise your right of withdrawal before your order has been delivered.

If your order has not yet been shipped (you have not received a shipping confirmation email), please contact our customer service team at customerservice@nansogroup.com to exercise your right of withdrawal. We will check whether the shipment can still be stopped. You will receive a confirmation by email once your request has been received.

If your order has already been dispatched, you can exercise your right of withdrawal through the returns portal below. After submitting your withdrawal request, you will receive a confirmation email and return instructions. Please return the order in accordance with our return instructions.

Refunds

Following a cancellation or withdrawal, any refund will be issued to the original payment method in accordance with applicable legislation.