FAQ

We strive for a processing time of 3-5 working days, that is the time it takes us to ship your package after you complete your order.

There could be slight delays around major holidays like Christmas.

Please message us if you want to receive your order sooner (if e.g. it's for a gift) and we will do our best to fulfill it.

Standard shipping

We offer standard shipping with the national postal service that
always includes a tracking number. The shipping times depends on the
destination but is in the following range:

• Bulgaria: 1 working day
• Germany: 3-5 working days
• Switzerland: 3-5 working days
• Rest of Europe: 5-7 working days
• USA: 5-7 working days
• Rest of the world: 5-10 working days

To avoid delays make sure your address is reachable by the national carrier (for example USPS).

DHL Express shipping

Other than for remote areas, DHL offers 1-3 days express shipping
worldwide. Please make sure you provide your phone number when choosing
express shipping.

We have a 30-day return policy on not custom items, which means you have 30 days after receiving your item to request a return. 

Please be aware that we do not accept returns on custom
orders, i.e. clothes you chose the colors for yourself or sent us your
measurements for a custom fit.

To be eligible for a
return, your item must be in the same condition that you received it,
unworn, unwashed or unused, with tags, and in its original packaging.
You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at gruessech@nankacreative.ch. Please note that the buyer covers the costs of the return shipment. Returns will need to be sent to the following address: 

Nanka Creative Ltd
Mariana Roder
Ostritsa 21,
4700 Smolyan
Bulgaria
tel:+359893253318
Please declare the item as "return of goods" to avoid custom import fees in Bulgaria

Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at gruessech@nankacreative.ch.

Damages and issues
Please inspect your order
upon reception 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.

Exchanges
The fastest way to ensure you get what
you want is to return the item you have, and once the return is
accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding
the above, if the merchandise is being shipped into the European Union,
you have the right to cancel or return your order within 14 days, for
any reason and without a justification. As above, your item must be in
the same condition that you received it, unworn or unused, with tags,
and in its original packaging. You’ll also need the receipt or proof of
purchase.

Refunds
We will notify you once we’ve received
and inspected your return, and let you know if the refund was approved
or not. If approved, you’ll be automatically refunded on your original
payment method within 10 business days. Please remember it can take some
time for your bank or credit card company to process and post the
refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at gruessech@nankacreative.ch.