Help Center
Need a hand with an order, a product question, or a quick clarification? You’re in the right place. Our support team is ready to help and will reply as quickly as possible during our customer support hours.
What can we help with
| Topic | How we support you |
|---|---|
| Orders & Delivery | Order status checks, delivery updates, tracking support (when available), address corrections (when possible), and general order assistance. |
| Shipping Questions | Estimated delivery guidance, shipping process explanations, and help if a package is delayed or marked delivered but not received. |
| Product & Sizing | Product details, sizing support, fit guidance, material questions, and pre-purchase recommendations. |
| Returns & Refunds | How to start a return, refund steps, and timing. |
| Checkout & Payments | Checkout troubleshooting, payment questions, order confirmation support, and invoice/receipt requests. |
| Feedback & Suggestions | Comments, ideas, and service feedback to help us improve your Nimelora experience. |
| Store Policies | Easy explanations of our key policies, including shipping, returns, privacy, and purchasing information. |
To help us assist you faster
If your message is about an order, please include:
- Order number
- Email address used at checkout
- Any helpful details (for example: the item name/size, tracking number if you have it, and photos if something arrived damaged)
We’ve put together a list of frequently asked questions to provide clear and helpful information about our products, services, and policies. We recommend reviewing this section before contacting us, as your question may already be answered here.
Orders & Payments
1. What payment methods do you accept?
You can find the full list of accepted payment methods on our Payment Policy. All payments are processed securely at checkout.
2. When will my payment be charged?
Your payment is charged at the time you place your order. Once payment is successful, you will receive an order confirmation email.
3. Do you charge additional shipping fees?
No. We do not charge additional shipping fees. The total shown at checkout is the final amount you pay.
4. Is my payment information secure?
Yes. Payments are processed through secure, encrypted payment providers supported by Shopify. We do not store or have access to your full card details.
Shipping & Delivery
5. Where do you ship?
We currently ship to addresses within Canada only.
6. How long does order processing take?
Orders are usually processed within 1–3 days, Monday to Friday, excluding public holidays.
7. How long does delivery take?
Transit typically takes 4–6 days, Monday to Friday, after dispatch. The total expected timeframe is about 5–9 business days from the date you place your order.
8. Will I receive tracking information?
Yes. Once your order is shipped, you will receive a shipping confirmation email with a tracking number and instructions on how to track your package.
9. What should I do if my order is delayed?
Delays can happen due to weather, holidays, peak periods, or courier disruptions. Please allow up to 3 additional business days beyond the estimated delivery window. If your order is still delayed, contact us for assistance.
Returns, Refunds & Cancellations
10. What is your return window?
You can request a return or exchange within 30 days after receiving your order, subject to our return conditions.
11. What condition must items be in to qualify for a return?
Items must be unused, unworn, unwashed, and in original condition, with all tags, packaging, and accessories included. Items showing use beyond initial inspection are not eligible.
12. How do I start a return?
Please contact our support team before sending anything back. Include your order number, the item(s) you want to return, the reason, and photos if applicable. Returns sent without prior approval will not be accepted.
13. What if my item arrives damaged, defective, or incorrect?
If there is an issue with your order, contact us as soon as possible with your order number, a description of the problem, and photos. We will offer a suitable solution, such as a free replacement or a full refund.
14. How long do refunds take?
Once your return is received and approved, refunds are processed within 7 days to the original payment method. Your bank or card provider may take additional time to post the refund.
15. Can I cancel my order after placing it?
You can request a cancellation only before your order has been shipped. Once an order is dispatched, it cannot be cancelled, but you can request a return after delivery in accordance with our Return and Refund Policy.
Need more help?
If you don’t find the answer you’re looking for, please contact us using any of the available contact options listed below. We’re here to assist you.
Contact Options
- Email: support@nimelora.com
- Phone: +31612226263
- Contact Form: Submit a request using the form below.
- Live Chat: Use the chat icon at the bottom right of the site.
- Customer Support Hours: Monday to Friday, 08:00–16:00 EST
Company Information
- Company Name: IKHGD B.V.
- Registration Number: 99239566
- Registered Address: Bremstraat 23a, 7161 CD Neede, Netherlands