FAQs
Contact
How can I contact nileoriginals?
If you have any questions, don't hesitate to contact us, we are happy to help. Our experts are available 7 days a week to answer all the questions you may have.
How long does it take to get an answer?
We always aim to answer every question within 48 hours.
Orders & Payment
Which payment methods can I use?
You can pay with Ideal, Paypal, Apple Pay, Mastercard, Visa, Maestro, Google Pay, Apple Pay, Amex, Clearpay, Bancontact and Klarna.
How can I cancel my order?
Unfortunately we cannot cancel your order after it has been placed, as we process and package your order as quickly as possible.
If the item(s) are not to your liking you can always return them within 14 days
Will I receive an order confirmation?
You will receive an order confirmation by e-mail immediately after placing your order. This e-mail contains the order number (consisting of minimum 6 digits), order summary and the shipping address.
I have entered incorrect address details, can this be changed?
Yes, we encourage you to email our customer service department as soon as possible so they can change the address information. Unfortunately, we cannot change the details of your order after it has been shipped. To be on the safe side, please contact our customer service team to discuss solutions.
Shipping
To which countries do you ship?
We deliver worldwide. ICON. AMSTERDAM orders are shipped with trusted carriers such as DHL, DPD, UPS and local carriers.
Go to checkout to see which carriers we use in your country.
What is the delivery time?
All information about the shipping times and rates we apply can be found on the following page
What are the shipping costs?
All information about the shipping times and rates we apply can be found on the following page
How can I track my order?
As soon as your package is shipped we will send you an email with a Track and Trace. Here you can find the status of your order and if necessary provide the delivery service with additional instructions.
I have not received my order, what should I do?
Did you not receive your order? Sorry to hear! After placing your order you will receive an order confirmation with the order number. The same day your order will be sent. Here you will receive an email with a track and trace to follow the package. Did you not receive this mail or is the status of your package unclear?
My Track & Trace indicates that my order has been returned. What should I do?
One of our customer service agents will investigate what happened and come up with a solution as soon as possible.
Products
How do I find the right size?
We advise you to check the size guide on the product page. You can find this by clicking on "size finder" which is located right below the size selector. By doing so, you will find the perfect size for you.
The product or size I want is out of stock, what now?
You can leave your email address on the relevant product page. You can do this by clicking on the 'Size out of stock?' button when choosing the size. This way you will be automatically notified as soon as the item is back in stock.
How do I redeem my voucher code or gift card?
To redeem the store credit you can add the voucher code in the first part of the checkout. After you have completed this, the voucher value will be deducted from the the purchase amount.
Returns and exchanges
What are the return conditions?
Return period
We use a return period of 14 days during which the customer may return his or her package without giving any reason. These 14 days start when the package is received. Please note that the return shipment must be sent back to us within these 14 days.
Return conditions
All items must be returned to us in an unworn and unwashed condition suitable for resale with the tags still attached to the item.
For items purchased in the sale, nileoriginals does not offer the possibility for a refund. These items can only be exchanged for an other item from the collection or can be redeemed for store credit.
Shipping costs are not refundable.
What are the return costs?
Returns are on your own cost and depending on the courier and the country you return your package from.
How can I exchange or return my order?
The exchange or return of an order is very easy.
Send within 14 days after receipt of your order an email to nileoriginals.myshopify.comin which you indicate that you want to exchange one or more products. We will send you the return instructions right away. :)
How long does it take to exchange a product?
After your return shipment is received by our warehouse, we will process your return within 10 days. In most cases your exchange wish will be executed in just a few days. You will always receive a confirmation email with a tracking code once your new order is fulfilled.
Press & Careers
HOW DO I CONTACT YOU FOR PRESS ENQUIRIES?
For any press enquiries, please contact us
How do I contact you for career enquiries?
Great to hear that you are interested in working at ICON. Amsterdam! Please send us a message at and we will get back to you as quickly as possible.