FAQ
Welcome to the Nuwellus FAQ section. This page is designed to help you shop with confidence by answering the most common questions about our products, services, shipping, and policies.
If you need further assistance, our customer care team is always happy to help.
Contact Information
▹ Email: help@nuwellus.com
▹ Phone: +44 808 160 9559
▹ Address: 225 Green Street, London, E7 8LL, United Kingdom
General Questions
Q: What is Nuwellus?
A: Nuwellus is an online lifestyle and fashion brand offering carefully curated products that balance style, comfort, and quality. Each collection is selected to help customers feel confident in their everyday lives.
Q: How can I reach customer support?
A: You can contact us by email at help@nuwellus.com or by phone at +44 808 160 9559 during our support hours.
Orders & Shipping
Q: How do I place an order?
A: Browse our website, add your chosen items to the cart, and complete checkout securely online.
Q: What payment methods do you accept?
A: We accept major credit and debit cards, including Visa, MasterCard, and American Express, as well as secure payment gateways such as Stripe and PayPal. All transactions are processed in GBP (£).
Q: How long does delivery take?
A: Orders are processed within 1–2 business days. Delivery typically takes 3–7 business days. Most UK orders arrive within 4–9 working days from order confirmation.
Q: Do you offer international shipping?
A: At this time, we ship exclusively within the United Kingdom.
Q: Is shipping free?
A: Yes. We offer free standard UK shipping on all orders with no minimum spend.
Q: Will I receive tracking information?
A: Yes. Once your order has been dispatched, you will receive a shipping confirmation email with a tracking link.
Returns & Exchanges
Q: What is your return policy?
A: Eligible items may be returned or exchanged within 30 days of delivery. Items must be unused, unworn, unwashed, and returned in their original packaging with tags attached.
Q: How do I return an item?
A: Email help@nuwellus.com with your order number and reason for return. Once approved, we will send you a free pre-paid return label and return instructions.
Q: How are returns handled?
A: All returns and exchanges are handled by mail only. Please retain proof of postage when returning your item.
Q: Do I have to pay for return shipping?
A: No. All approved returns and exchanges include a free pre-paid return label.
Q: Can I exchange a product?
A: Yes. Exchanges are accepted within 30 days for a different size, colour, or an alternative product. Replacement items are shipped at no extra cost once your return is received.
Q: How long do refunds take?
A: Refunds are processed within 7 business days after we receive and inspect your return. Refunds are issued to the original payment method in GBP (£).
Q: Are there items that cannot be returned?
A: Yes. For hygiene reasons, items such as underwear or products removed from sealed packaging cannot be returned. Personalised, customised, or made-to-order items are also non-returnable unless faulty.
Products
Q: Are your products high quality?
A: Yes. We carefully source and select products that meet our quality, durability, and comfort standards.
Q: How do I choose the correct size?
A: Many product pages include detailed size guides. If you are unsure, contact us before placing your order for assistance.
Q: Do you offer sustainable products?
A: We are committed to expanding our range of eco-friendly and responsibly sourced products over time.
Account & Security
Q: Do I need an account to place an order?
A: No. You can check out as a guest. Creating an account allows you to track orders, save your details, and access exclusive offers.
Q: Is my personal information secure?
A: Yes. Our website uses SSL encryption, and all payments are processed by secure, PCI-compliant providers.
Q: How do I subscribe to your newsletter?
A: Scroll to the bottom of our homepage and enter your email address to receive updates on new arrivals, promotions, and offers.
Contact Information
For any questions regarding refunds, returns, or exchanges, please contact us:
▹ Email: help@nuwellus.com
▹ Phone: +44 808 160 9559
▹ Address: 225 Green Street, London, E7 8LL, United Kingdom
Support Hours (GMT – London):
▹ Monday to Friday: 9:00am – 5:00pm
▹ Saturday and Sunday: 10:00am – 2:00pm
We aim to respond to all enquiries within 24 hours.
For more support, please visit our Contact Us page.