FREQUENTLY ASKED QUESTIONS
DELIVERY
We can only send our beautiful products to destinations within Europe. We will do our best to send your package within 1 to 2 working days. Please keep in mind that the delivery can delay. For destinations within Europe (outside the Netherlands) your package may take longer than 1 to 4 working days.
RETURN POLICY
If you would like to return your order, you may return it within 14 days after you have received your package. To be eligible for refund, your product must be in original brand-new condition, with all tags and labels attached, in the same condition that you received it. Note that underwear must be worn when trying on bottoms. Return your order in the original packaging of Ninazu.
You can send your return to:
Ninazu
Maasdijk 65 A
5308JB Aalst
The Netherlands
To return your order, please follow these steps:
Step 1. Place the product(s) you would like to return in the original packaging of Ninazu. Fill in the return form and enclose it within the packaging. Close the package securely, using sufficient tape.
Step 2. Bring your package to a self-chosen postal company and send it to:
Ninazu
Maasdijk 65 A
5308JB Aalst
The Netherlands
*The shipping costs and risks for your return to Ninazu are for the account of the customer. Incurred shipping costs are not reimbursed.
Please note that we are not responsible for items damaged or lost in shipping. In that case file a claim with the carrier. We suggest when sending packages back to us, to use trackable postal service.
Once we have received your return, we will send you an email. If your refund is approved, it will be processed and you will be credited to the original payment method, at the latest within 14 working days after we received your return package. Please note that we do not refund any custom costs.
Unfortunately, it is not possible to exchange items.
There are certain situations where only partial refunds are granted: (if applicable)
- Lingerie with clear signs of use.
- Any item that is not in its original condition or is missing parts for reasons not caused by our error.
- Any item that is returned more than 30 days after delivery.
FIND YOUR AWNSERS
I DIDN'T RECEIVE AN ORDER CONFIRMATION. WHAT CAN I DO?
It can take a while before you receive an email with your order confirmation. If you didn’t receive any email within a few hours, please send us an email. But make sure to always check your spam.
CAN I CHANGE MY ORDER?
Unfortunately, we aren’t able to make any changes after you’ve placed your order. This includes changing product(s), size, colour, removing a product or address changing. But you are always free to cancel or return your order within 14 days after you have received your package.
CAN I EXCHANGE A PRODUCT
Unfortunately, we aren’t able to exchange any product(s). Once we have received your returned package, we will issue a refund. If the product you are looking for is still available you can always place a new order!
CAN I CANCEL MY ORDER?
A cancellation of your order can no longer take place if an e-mail has been sent with your shipping confirmation. But you are always free to return your order within 14 days after you have received your package.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Ideal, PayPal and Klarna Pay later.
QUESTIONS ABOUT DELIVERY AND RETURNS
DO I NEED TO PAY SHIPPING COSTS FOR MY ORDER?
We only can send our packages to customers within Europe. For orders in the Netherlands, we calculate €7,95 shipping costs. For orders with a destination within Europe (Austria, Belgium, Bulgaria, Croatia, Denmark, France, Finland, Germany, Greece, Hungary, Italy, Ireland, Luxembourg, Lithuania, Malta, Norway, Portugal, Poland, Romania, Spain, Slovakia, Slovenia, Switzerland, Sweden) we calculate €13,00 shipping costs.
Please note that Ninazu won’t be responsible for any locals charges, that the customer may witness when the package is held by customs. These charges are at the customers own expense.
WHEN WILL I RECEIVE MY ORDER?
We try to ship your order within 1 to 2 working days. For destinations within Europe (outside the Netherlands) your package may take a little longer than 1 to 4 working days.
Delivery times are provided as guidelines only, and do not take into account possible delays caused by payment authorization and/or stock availability.
HOW DO I RETURN MY ORDER?
If you would like to return your order, you may return it within 14 days after you have received your package. To be eligible for refund, your product must be in original brand-new condition, with all tags and labels attached, in the same condition that you received it. Return your order in the original packaging of Ninazu. See for more information our return policy.
DO I NEED TO PAY FOR THE RETURN COSTS?
You can return your package to a self-chosen postal company. The shipping costs and risks for your return to Ninazu are for the account of the customer.
I RETURNED MY ORDER. WHEN WILL I RECEIVE MY REFUND?
Once we have received your return, we will send you an email. If your refund is approved, it will be processed and you will be credited to the original payment method, at the latest within 14 days after we received your return package.
QUESTIONS ABOUT OUR PRODUCTS
WHAT IS MY SIZE?
At each individual product there is information about sizing and fitting. If you have any uncertainty about your size feel free to contact us.
HOW DO I WASH MY NINAZU PRODUCTS?
In every lingerie piece you’ll find the washing instructions. Please follow them with care to keep the best results, so you can enjoy your lingerie the longest.
THE PRODUCT I WANT IS OUT OF STOCK, WHAT DO I DO?
Every piece has a limited stock, because each product is hand made. If you can’t find your size, it has a high change it is out of stock. Unfortunately, collections are not coming back, but you can always contact us to ask if there are any similar collections coming in the near future.