Frequently Asked Questions (FAQ)
Everything you need to know before—and after—you order.
Ordering & Products
Q: Do I need an account to place an order?
A: No. You can check out as a guest. However, creating an account allows you to track orders, view history, and access exclusive perks.
Q: How do I know if a product is in stock?
A: All products listed on the website reflect real-time availability. If a product is out of stock, you’ll see a “Sold Out” label.
Q: Can I reserve an item before it sells out?
A: We don't currently offer reservations. For high-demand items, we recommend subscribing to restock notifications on the product page.
Q: Can I change or cancel my order?
A: We process orders quickly. Please contact us within 2 hours of ordering. Once shipped, we’re unable to modify or cancel it.
Q: Do your products come with a dust bag or gift box?
A: Yes, most product arrive with a branded dust bag and protective packaging. Gift wrapping is available—see below.
Gifting & Personalization
Q: Can I send an order as a gift?
A: Yes! At checkout, you can mark your order as a gift and add a custom message. We’ll omit the price on the packing slip.
Q: Do you offer gift wrapping?
A: Select items are available with premium gift wrapping for an additional fee. You’ll see the option at checkout if eligible.
Q: Can I personalize or monogram a product?
A: Currently, we do not offer monogramming or personal engraving—but it's in development. Subscribe to our newsletter to be notified.
Shipping & Delivery
Q: Where do you ship?
Yes, we ship worldwide! Shipping times and costs may vary depending on your location and the method you choose at checkout — but in most cases, you’ll only pay for the product itself, with no extra shipping fees.
Q: How long does shipping take?
A: Expedited shipping: 3–7 business days Processing time: 1–2 days
Q: Do I have to pay customs or duties?
A: For most of the time you won't.
Payments & Checkout
Q: What payment methods do you accept?
A: We currently accept payments via PayPal, credit card, and debit card. More payment options are coming soon to make your checkout experience even easier.
Q: Is my payment secure?
A: Absolutely. Our platform uses industry-standard SSL encryption to protect all transactions.
Q: Can I pay in installments?
A: We’re working on offering installment options via partners like Klarna or Afterpay. Stay tuned.
Returns, Refunds & Exchanges
Q: What’s your return policy?
A: You can return eligible items within 3 days of delivery. Items must be unused and in original packaging.
Q: How do I start a return?
A: Contact our support team with your order number and reason. We’ll send return instructions within 24 hours.
Q: Do you offer exchanges?
A: Yes. If you need a different size or style, please reach out—we’ll assist with the fastest exchange option.
Q: What if my item arrives damaged or incorrect?
A: We’ll make it right. Just send us photos or a quick video within 5 days of receiving your order.
Product Quality & Warranty
Q: Are your products made with high-quality materials?
A: Absolutely. Every item we offer is crafted with carefully selected materials and strict attention to detail. We collaborate with trusted suppliers and apply thorough quality checks to ensure long-lasting performance and aesthetic excellence.
Q: Do your products come with a warranty?
A: Yes. All items are covered by a 1-year limited warranty from the date of delivery. This warranty protects against manufacturing defects in materials or workmanship under normal use.
Q: What does the warranty not cover?
A: The warranty does not cover damage caused by misuse, accidents, unauthorized repairs, or natural wear and tear over time. For full terms, please refer to our Warranty Policy.
Q: What should I do if I believe my product is defective?
A: Please contact our support team within the warranty period and provide your order number along with photos or a video showing the issue. Our team will assist you with repair, replacement, or other appropriate solutions.
Q: Do you offer repair or replacement outside the warranty period?
A: Depending on the item and the issue, we may offer a paid repair or replacement option after the warranty has expired. Contact us and we’ll evaluate your case individually.
Account & Privacy
Q: How do I reset my password?
A: Click “Forgot Password” on the login page. We’ll email a secure reset link.
Q: Will you share my personal data?
A: Never. We respect your privacy. Please refer to our Privacy Policy for full details.
Q: Can I delete my account?
A: Yes. Just contact us and we’ll process your request promptly.
Notifications & Support
Q: Why am I getting emails from Nurolyn?
A: Emails are sent for order updates, promotions, or helpful content. You can unsubscribe at any time using the link in any email.
Q: How can I contact support?
A: Reach out to us via Contact us 
Hours: Monday to Friday, 9AM – 5PM GMT+1
Hours: Monday to Friday, 9AM – 5PM GMT+1
