NANO SUPPORT
Need to return an item or report a problem? Find the next steps, understand your options and get help from the NANO team.
returns@nanowallets.storeCHANGE OF MIND
For eligible UK online purchases, you normally have 14 calendar days after delivery to tell us you wish to cancel, then a further 14 days to send the item back.
We do not offer an extended change-of-mind returns period, including for Christmas or other seasonal purchases.
You do not need to give a reason. If one order arrives in separate deliveries, the notification period normally runs from delivery of the last item.
ITEM ISSUES
If you believe your item is faulty, contact NANO with your order details and a description of the issue. We will assess the issue and explain the appropriate next steps.
Faulty-goods rights do not cover damage caused by misuse or fair wear and tear.
PERSONALISATION
Items personalised with your chosen text or artwork, including NANO™ ID engraving, are not eligible for change-of-mind returns or exchanges.
This exclusion does not apply if the item is faulty, incorrect or does not match what was agreed. Please contact NANO so we can assess the issue and explain the next steps.
For change-of-mind returns, please return items unused beyond the handling reasonably necessary to inspect them as you would in a shop. Include all accessories, components and other contents supplied with the item being returned, and retain and return all original packaging wherever possible.
Opening packaging for reasonable inspection does not prevent cancellation. Where permitted by law, we may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish the item’s nature, characteristics and function. Missing original packaging does not automatically invalidate an eligible cancellation.
The periods above describe the normal UK cancellation process. If required cancellation information was not supplied, the cancellation period may be longer.
Please contact NANO before sending any item back so we can verify your order, review the return request and provide the appropriate instructions.
Use our contact form or email returns@nanowallets.store. It helps to include:
Sending an item to us does not automatically entitle you to a refund. We assess returns against this policy and applicable law.
A discretionary return requires NANO’s written agreement before posting. You do not need our approval to exercise a valid cancellation, and requesting return instructions does not change the cancellation or return deadlines.
Include all contents supplied with the item being returned and its original packaging wherever possible. If you no longer have the original packaging, use suitable protective packaging.
Pack the item securely and retain proof of postage. A tracked service and suitable insurance are recommended, not compulsory. For an item issue, contact us about return arrangements and reasonable postage costs.
RETURN ADDRESS
NANO™ WalletsWe will email you when your return has been received and assessed, with the outcome and any refund information. The applicable refund deadline still applies; it does not restart when an internal assessment is completed.
See refund timingsFor change-of-mind returns, you are responsible for the direct cost of return postage.
Please contact NANO before sending the item back. Include your order details and a description of the issue. Photographs can help us assess what has happened.
We will assess the issue and explain the appropriate next steps, including any return arrangements.
For a qualifying change-of-mind cancellation of your whole order, we refund the cost of our least expensive standard delivery option only. Any additional charges for delivery upgrades or optional delivery services you selected are non-refundable. If only part of an order is returned, contact us about the applicable delivery refund. Different rights may apply when an item is faulty or not as agreed.
01 / RECEIPT
We check the return and email you with the outcome. Keep your proof of return.
02 / REFUND
We normally issue refunds within 7–14 calendar days. The starting point depends on the type of return, as explained below. Refunds are issued without undue delay and within the applicable legal deadline.
Refunds go back to your original payment method, unless you expressly agree otherwise. There is no refund fee.
03 / YOUR ACCOUNT
Your bank or payment provider may take additional time to show the credit. This is separate from us issuing it.
Where we do not offer collection, your refund is due without undue delay and within 14 calendar days of receiving the goods, or receiving evidence that you have sent them back, whichever is earlier.
If we offer to collect the goods, the deadline is normally 14 calendar days after you tell us you are cancelling. An inspection does not start a new refund period.
When you are entitled to a refund under the Consumer Rights Act, it is due without undue delay and within 14 calendar days beginning with the day we agree you are entitled to it.
You normally have a short-term right to reject faulty goods within 30 days after delivery. Other remedies can apply after that, including repair or replacement and, where the legal conditions are met, a price reduction or refund.
If a refund is overdue or you are unsure about its progress, email the returns team with your order details and proof of return, if available. You do not need to wait 21 business days to ask for help.
We do not offer direct change-of-mind exchanges. If your purchase is eligible for a return, arrange that return and place a new order for your preferred colour or product.
For faulty or incorrect goods, a replacement may be available instead, depending on the issue.
If you are an EU consumer and EU consumer law applies to your order, you normally have 14 days after delivery to notify us that you wish to cancel an eligible online purchase, without a reason. Then send it back within 14 days of notifying us. Items made to your specifications or clearly personalised are excluded from this change-of-mind cancellation right.
For eligible EU cancellations, reimbursement is due within 14 days of your notice. Unless we offer collection, we may withhold it until we receive the goods or evidence that you sent them back, whichever is earlier.
For faulty goods, including personalised items, applicable EU rules provide a minimum two-year legal guarantee, with free repair or replacement and, where the legal conditions are met, a price reduction or refund.
Contact us for return instructions for your order.
Nothing in this policy limits your statutory consumer rights, including any additional protections under applicable national law. The change-of-mind rules do not replace the remedies available for faulty, incorrect or misdescribed goods, including personalised items.
We assess reported issues and provide the remedy required by applicable consumer law. The cancellation, return and refund deadlines explained above continue to apply.
Items personalised with your chosen text or artwork, including NANO™ ID engraving, are not eligible for change-of-mind returns or exchanges. This exclusion does not apply if the item is faulty, incorrect or does not match what was agreed. Contact NANO so we can assess the issue and explain the next steps.
For an eligible change-of-mind return, arrange the return and place a new order for the product you prefer. We do not offer direct change-of-mind exchanges. For faulty or incorrect goods, a replacement may be available instead, depending on the issue.
For change-of-mind returns, you are responsible for the direct cost of return postage. If your item is damaged, faulty, incorrect or not as described, contact NANO before sending it back. We will assess the issue and explain the appropriate next steps and return arrangements.
Contact us with your order details and a description of the damage. Photos of the item and packaging can help, but are not a condition of contacting us. Keep the item safely while we help with the next steps.
You can still contact us. Give the name and email address used for the purchase, the item and an approximate order date so we can help identify your order.
Check whether you have received a refund email and whether the credit appears against your original payment method. If the applicable deadline has passed, or you are unsure, contact the returns team. We can help check whether the refund has been issued; your payment provider can help with when it appears in your account.
Contact the NANO team with your order details and we’ll help you understand your options.
We aim to reply to returns emails within one business day.
Monday–Friday, 9am–5pm.