Frequently Asked Questions
Orders & Shipping
Where do you ship?
We ship worldwide, including the United Arab Emirates. If your country isn't available at checkout, please email us and we'll let you know if we can help.
Where do your products ship from?
Our products ship directly from our partner suppliers' warehouses overseas (mainly in Asia). This keeps our prices low and lets us offer a curated range without holding stock.
How long does delivery take?
Processed in 1–3 business days, then: US 7–15 business days; UK 7–12; UAE & Gulf countries 8–15; Canada, Australia & Europe 10–20; rest of the world 12–25. Tracked.
These are estimates, not guarantees. Peak seasons, holidays, weather and customs checks can cause delays.
How much is shipping?
Shipping is free on orders of $35 and up. Orders under $35 ship for a flat $4.99.
Will my order arrive in one package?
Not always. If you order several items, they may ship from different warehouses and arrive separately on different days. Each package has its own tracking.
Can I change or cancel my order?
Email us as soon as possible, ideally within 12 hours of ordering. If your order hasn't been processed yet, we can change or cancel it. Once it has shipped, we can't cancel it, but you can return it under our Refund Policy.
Tracking
Will I get tracking?
Yes. Every order includes tracking. When your order ships, we'll email you a tracking number and link.
My tracking isn't updating. Is something wrong?
Usually not. Tracking for international parcels can take 3–7 days to show its first update, and it may not update while the parcel is in transit between countries. If you haven't seen an update for more than 10 business days, email us with your order number and we'll look into it.
My tracking says delivered, but I don't have my parcel.
Please check with neighbours, your building reception and your local post office, and wait 1–2 business days, because parcels are sometimes marked delivered early. If it still hasn't turned up, email us and we'll help you open an investigation with the carrier.
Returns & Refunds
What's your return policy?
You can request a return within 30 days of receiving your order. If an item arrives damaged, faulty or wrong, send us photos and we'll replace or refund it at no extra cost. For change-of-mind returns, items must be unused and in their original condition, and you pay return shipping. Full details are in our Refund Policy.
How long do refunds take?
Once your return is approved or received and inspected, we process the refund to your original payment method. Your bank or card provider usually takes 5–10 business days to show it.
Payment
What payment methods do you accept?
We accept Visa and Mastercard debit and credit cards, processed securely by Ziina (licensed by the Central Bank of the UAE). You pay as a guest: no account needed. Prices are charged in US dollars.
Is checkout secure?
Yes. Checkout is handled by Shopify's secure, encrypted checkout. We never see or store your full card details.
What currency are prices in?
Prices are shown in USD. If your card is in a different currency, your bank will convert the amount and may charge a conversion fee.
Customs & Duties
Will I have to pay customs or import fees?
Because orders ship internationally, some countries may charge import duties, taxes (such as VAT/GST) or customs handling fees when a parcel arrives. These charges depend on your country's rules and the order value. Unless they're shown and charged at checkout, they're the customer's responsibility. For low-value orders they often don't apply, but we can't guarantee that. Check with your local customs office if you're unsure.
What happens if I refuse a parcel because of customs fees?
If a parcel is refused or not collected, we may not be able to give a refund, or we may deduct the original shipping and return costs from it.
Products
Will my item look like the photos?
What you see is what you get. If your item doesn't match the photos and description on our site, contact us within 30 days of delivery and we'll send a replacement or give you a full refund.
Do the products look exactly like the photos?
We do our best to show each product accurately, but colours can vary slightly between batches and screens. Sizes and details are listed on each product page.
Still have a question? Email us at hello@nichendco.com.