What's my order status?
To look up the status of your order, click here! If you have a NINA-MOKA.com account, you can log in and view order status and tracking on the Track Your Order page, under recent orders. It typically takes 3-5 business days for an order to ship. If you need further assistance, please click here to email us.
How do I cancel my order?
Depending on the status of your order, we may not be able to cancel it. To best assist with your request, we recommend reaching out to us via phone for immediate assistance. If we are unable to cancel your order, we can always walk you through our easy returns process.
Can I exchange my order?
We are currently not set up for exchanges. Please click on the MY ORDER link below and follow the prompts to prepare your return. (please note, we currently do not generate return labels for shipments, customers will be responsible for return shipments & cost.). We will email you a refund notification once this has been processed. Once processed, please allow up to 10 business days for the refund to reflect onto your original form of payment.
I forgot to add an item to my order; can I make a change before it ships?
Once your order has been completed, the order goes almost immediately to processing, and then it’s sent to the warehouse to ship. To get your order to you as fast as possible, no changes can be made at this stage. Please place a new order on the website for the additional items.
Can I change the color/size of what I just ordered?
Once your order has been submitted successfully, the order goes almost immediately to processing, and then it’s sent to the warehouse to ship. To get your order to you as fast as possible, no changes can be made at this stage. Please contact us immediately to cancel the order. Otherwise, we’d be happy to start a return for you for the looks you didn’t mean to order. To be eligible for a return, your item must be unworn, unwashed, unaltered, or unused and in the sellable condition that you received it in with the original tags.
Can I make a change to my billing or shipping address before my package ships?
You may change your shipping address after you place an order by contacting customer service below. Typically, you can only do this the same day an order was placed because items are shipping as fast as possible. If an item has already been processed for shipping, you may not be able to change the address. All address corrections are subject to review and can be declined following a security screening.
Why is my order not being delivered in the time estimated?
Shipping estimates are provided by USPS. We have been advised that some customers may experience delays due to COVID-19 safety protocols. Sorry for the inconvenience!
RETURNS & EXCHANGES
What is the NINAMOKA return policy?
Any order placed can be returned within 21 days of purchase. To be eligible for a return, your item must be unworn, unwashed, unaltered, or unused and in the sellable condition that you received it in with the original tags. We do not accept returns from 3rd party retailers. To see the full policy, click here.
When will I receive my refund?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and on the approval or rejection of your refund. If you are approved, your refund will be processed and a credit will automatically be applied to your original method of payment. Please allow up to 10 business days for your return to be processed. We’ll refund the price of the merchandise including any taxes you were charged (excluding all applicable shipping charges) upon receiving the return. Depending on your bank, please allow up to two billing cycles for your credit to appear on your statement. For international orders, we are unable to issue refunds for any customs, duties, or additional fees that may apply to your order.
PRODUCT & INVENTORY
The style/size/color I want is out of stock. When will you be restocking?
NINAMOKA comes out with new collections each season. If something is out of stock, we’ll update and refresh our website when something is back in stock.
I am between sizes, what size do you recommend?
Please refer to our size guide for general measurements. If you still need assistance, please email or call us for any additional help.
OTHER
Do you offer any discounts for first-time buyers?
We offer 10% off for first-time buyers.