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CUSTOMER CARE

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ORDER
To place an order, you must be legally eligible to enter binding agreements or have parental/guardian consent if required.
Purchases under someone else’s identity are only allowed with their explicit authorization.
When placing an order, please provide accurate and up-to-date personal information (name, birth date, email, delivery address, telephone number, etc.) Please double check the information as errors may delay or prevent delivery.
WHAT HAPPENS NEXT
Once your order is placed, you'll receive a confirmation. We’ll then pack and ship your items as quickly as possible according to availability.
In rare cases, It may unintentionally happen that items marked as available may actually be unavailable at that moment.
Prices are in Euros and may change based on promotions.
PAYMENT
We accept all major credit cards. Payments are processed securely via Stripe, which encrypts sensitive details and complies with Strong Customer Authentication (SCA) standards to prevent fraud.
Nousa Concept does not store or process payment information. We are not responsible for any errors on the payment provider’s end.
SHIPPING
Shipment is free for orders over €200. Below that, shipping costs apply at checkout:
- Spain (excl. Canary Islands): €9.50
- Portugal (excl. Azores & Madeira): €11.50
- Zone A (€16.00): Austria, Belgium, Croatia, Czech Republic, France, Germany, Hungary, Italy, Luxembourg, Netherlands, Poland, Romania, Slovakia, Slovenia
- Zone B (€19.00): Bulgaria, Estonia, Greece, Ireland, Latvia, Lithuania
For unlisted countries, contact us at info@nousaconcept.com or through WhatsApp at + 34 644 470 742.
Estimate time of delivery is ì 4 -7 days.Since we are shipping from the lovely island of Ibiza, it takes some extra time to get to the mainland.
Please ensure accurate shipping details to avoid returns and additional shipping charges. Be available at delivery to prevent delays.
DELIVERY
Orders require a signature upon delivery, to make sure that no package gets lost or misplaced and reaches safely its final destination.
For Estonia, Latvia, and Lithuania, deliveries go to the nearest DHL Service Point instead of home addresses. We can help you find the most convenient pickup location.
Contact us at: info@nousaconcept.com
RETURNS
We encourage you to carefully check product descriptions and sizing details to minimize returns. If you have any doubts about fit, measurements, or colors, feel free to contact us via email at info@nousaconcept.com or WhatsApp at +34 644 470 742.
We currently do not offer free returns unless the product is faulty. Customers are responsible for return shipping costs. We also aim to raise awareness of the environmental impact of unnecessary returns—so please choose mindfully.
If your order doesn’t meet your expectations, notify us within 14 days of delivery via email or WhatsApp. You can return items using your own courier or request a DHL return label from us. If using our DHL service, the return shipping cost will be deducted from your refund.
Ship returns to:
NOUSA CONCEPT
Giorgio Dimitrio
Calle San Francesc de Formentera, 7 Bj 2
07800 Ibiza, Baleares, Spain
Returned items must be in their original condition with all tags attached, unused, unwashed and properly packaged. Sale items are non-returnable.
Once received and inspected, we’ll refund the purchase price (excluding initial shipping costs) via the original payment method.
EXCHANGES
We’re happy to exchange items for a different size, color, or product, but please remember that you’ll need to cover return and re-shipping costs.
FAULTY ITEMS
If you receive a faulty item, email us within 7 days of delivery with photos of the defect. We inspect every item before shipping, but if an issue arises, we’ll cover all return and replacement shipping costs.
PRIVACY POLICY
Your privacy matters to us. We collect and store your personal information only to enhance your experience with us.
We may ask for details like your name, email, and address when you place an order or subscribe to our mailing list for updates and promotions. Occasionally, we may request feedback on your preferences to improve our products—because, at the end of the day, we are developing our product to make you happy and share our passion with you!
Your data is securely protected from unauthorized access or disclosure, and we are committed to keeping it private.
SECURITY
Payments are securely processed via Stripe which encrypts sensitive information to protect your financial data. Nousa Concept does not store or process any credit card details.
Stripe complies with Strong Customer Authentication (SCA) regulations, adding an extra security step to prevent fraud. While we ensure secure transactions, we are not responsible for any errors or issues related to Stripe’s payment processing.
COOKIES
We love cookies—but only the good kind!
Cookies are small files stored on your device that help improve your browsing experience. They allow our website to remember your preferences and help us understand which pages are most visited, so we can keep making things better for you.
Cookies do not give us access to your computer or personal data—just insights on how you navigate our site, so your next visit is even smoother.
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