Shipping, Returns & Refunds

Shipping

Every order is packed by hand and dispatched within 24 business hours of purchase.

We ship across Europe. Shipping is free on orders over €150.

InPost (Mondial Relay) pick-up point delivery is available in France, Spain, Portugal, Italy, Germany, Austria, Belgium, Luxembourg and the Netherlands. Availability is shown at checkout.

Delivery times vary by destination and carrier. For orders shipped to the United States and Canada, any applicable taxes, duties or import fees are the responsibility of the customer.

Because we dispatch so quickly, please double-check your delivery address before confirming your order — see Delivery address below.

Returns

As a consumer in the EU you have the right to withdraw from your purchase within 14 calendar days of receiving it, without giving any reason, under Directive 2011/83/EU and Spanish Royal Legislative Decree 1/2007.

Conditions

The maximum period to request an exchange or exercise the right of withdrawal is 14 calendar days from the date you receive your order. To be accepted, items must be returned unworn, unwashed and in their original condition, with any tags and the original packaging. We cannot accept items that show signs of use, or that are returned without their original packaging or missing any element.

Who pays for the return

Where a return is due to the customer's own decision, the customer is responsible for the direct cost of returning the goods. Original shipping fees are non-refundable. We recommend using a tracked shipping service and keeping your tracking information until the return has been fully processed.

To meet the deadline it is enough to send us your communication before the 14-day period expires.

Delivery address

It is your responsibility to enter a complete and correct delivery address at checkout, including street number, flat or floor, postcode and — where applicable — the correct pick-up point. Please check it carefully before confirming your order.

Address changes after ordering

If you notice a mistake in your address, email support@nicawana.eu immediately with your order number. We will correct it only if the order has not yet been processed for shipping. We cannot guarantee that a change request will reach us in time, and requests sent outside our opening hours (Monday to Friday, 9:00 to 17:00 CET) are unlikely to be actioned before dispatch.

If the address cannot be changed in time, the order will be sent as placed and the terms below apply.

Failed deliveries

When a parcel comes back to us for this reason — or because it was not collected from the pick-up point or carrier depot within the carrier's holding period — you can choose between:

• Re-shipment. We send the parcel out again once the new shipping fee has been paid.
• Refund. We refund the price of the surf hat or surf helmet only. The original shipping cost, and any return-to-sender charge applied by the carrier, are not refunded.

This applies to delivery failures caused by incorrect address details or non-collection. It does not affect your statutory rights where a delivery fails for reasons attributable to us or to the carrier.

Orders to the USA and Canada

We currently do not accept returns or exchanges for orders shipped to the United States or Canada. Orders to these destinations are considered final sale.

Customers in the United States and Canada are responsible for any import duties, taxes and customs fees charged on delivery. These charges are set by your local customs authority and are not included in the product price or shipping cost at checkout.

How to return an item

• Email support@nicawana.eu with your order number.
• Follow the return instructions we send you.
• Pack the item(s) in the same condition in which you received them.
• Once we receive and inspect the item(s) and everything is in order, we process the exchange or refund.
• Refunds are issued using the same payment method you used at checkout, without undue delay and no later than 14 days from the day we are informed of your decision. We may withhold the refund until we receive the goods back or you provide proof of return.

Defective or damaged products

Products benefit from the legal conformity guarantee under EU and Spanish consumer law. If your item arrives with a defect or is not as described, email us as soon as you notice it, with a photo if you can, and we will arrange a repair, replacement or refund as required by law. In these cases, Nicawana covers the return shipping costs.

Damage in transit

We recommend checking your package on receipt. If it shows clear signs of transport damage, you may refuse delivery and tell the carrier the reason, then let us know so we can resolve it.

Exceptions

The right of withdrawal does not apply to goods made to your specifications or clearly personalised.