Frequently Asked Questions
FREQUENTLY ASKED QUESTIONS
1. What are the countries where International Shipping is available?
Currently Nykaa ships products only to the contiguous United States, Canada, United Kingdom, Australia, United Arab Emirates, Singapore, Hong Kong, Japan, Qatar, Oman, Malaysia, and Mauritius. However we are working to introduce delivery to more countries very soon. Stay tuned!
2. How can I place International orders?
You can place international orders from Nykaa's website or mobile site. Simply add products to your cart and select your country from drop down while adding an international address.
3. What payment methods are available for International orders?
We accept all major Debit and Credit Cards such as VISA, Master Card, American Express etc. for international orders.
4. Is COD Available on international orders?
No, COD is not applicable on international orders. We accept only prepaid orders.
5. How is the shipping rate calculated for international orders?
You will be charged 30 USD or 2400 INR shipping charges if your order cost is below USD250 or INR 20,000. Once you are done stacking your cart with your favorite products, you will find the shipping calculation at the check-out page.
6. Are shipments from Nykaa liable for import fees in my country?
Yes, depending on the postal code and local laws, customs duties & local sales taxes may be charged. These charges are to be borne by the customer at the time of delivery. Nykaa will not be liable to pay these charges. We are also unable to predetermine the tax and duty you may be asked to pay upon delivery.
7. I was given a coupon. How can I use it?
In case of any inconvenience, we may issue a coupon as a token of apology. To use your coupon, you will have to continue shopping with us on the App/Website. In case, you don’t have access to the App/Website/M-site currently, don’t worry, your coupons are safe with us. Whenever you have the access in future, you will be able to use the coupon (unless it has not expired). Note: All the issued coupons can only be used once per user.
8. Can I gift wrap my order?
Apologies, currently we do not have this service available but we will surely notify you once it is operational.
9. Bulk Order Enquiry
To enquire about bulk orders you can mail us at "email@example.com".
10. Are all the products listed on Nykaa Fashion authentic?
Nykaa Fashion has been directly tagged with the original brands and the products are been sent from the brand warehouse itself hence we claim all our products to be 100% authentic. Also, you may receive tags and a bar code scanner which can be used to check the authenticity of the product. Note: We do not sell used or refurbished products and we do not accept any trade-ins.
11. Modes of Contact for Support
Please write to us at firstname.lastname@example.org and please expect a response within the next 24 to 48 hours.
12. My order is not visible in my order section. What do I do?
It may happen due to a glitch hence kindly, clear the cache and reload the website. if still not resolved please feel free to contact us.
13. I'm unsure that the order was successfully placed.
You can review the status of your order and other tracking related queries under the My Orders section. In case your money has been debited and you can't see your order under My Orders section, please recheck after 15 minutes.
14. How do I track my order?
You can track the status of your order on the 'My Orders' section on our app or website once logged in. You will also receive an email when your order is dispatched with the tracking number and courier details.
15. How long will it take for my order to reach me?
Please refer to the product page of the item purchased for estimated days for the item to get delivered. The delivery timelines may vary depending on the seller processing the order. Please note that for orders with multiple items, we will aim to consign all items in the order together. Please expect shipment only once all items in your order are ready. The estimated delivery time is indicative and on some occasions, there might be an unavoidable delay. We will keep you informed in case of any such delays.
16. What can I do if my order dispatch is delayed?
We will try our best to get your products to you within the estimated delivery times. If the package has not reached you by the expected delivery date, please write to us and we will try our best to resolve your issues.
17. Can I modify the shipping address of my order once it has been placed?
Currently, we do not have an option to edit the address post the order is confirmed. If you have made a mistake, simply cancel the order within 24 hours and place a new one.
18. Can I cancel my international order?
There is a cool-down period of 24 hours during which you may change your mind and simply cancel your order through the “My Orders” section on the website. Unfortunately, we cannot entertain any cancellation requests beyond this time.
19. How can I find the contact details of the delivery/pickup executive?
We are unable to furnish direct contact details of the courier partners and their delivery personnel. However you should be able to contact the local office of the logistics provider at your location.
20. Can I receive a refund of the promotional discounts/coupons?
Please note that promotional discounts or coupon codes cannot be refunded back in any form.
21. How can I contact Nykaa Fashion customer support if I receive a damaged / defective product?
Please write to email@example.com within 7 days from the date of delivery, detailing the condition of the products received. Please provide product and packaging images along with your email.
22. The order I received is damaged. What should I do?
Our shipments go through rigorous quality check processes before they leave our warehouse. However, in the rare case that your product is damaged during shipment or transit, you can request for a replacement or refund within 7 days of receiving the order:
Step 1: Follow one of the following steps: a. Via My Orders section Click on 'My Orders'. Go to Order and select 'Return'. Proceed with reason for return. b. Via Help Center Click on 'Have a Concern'>Click on 'Submit a Request' > Provide us with your order ID details and your request to return your order. Kindly share an image of the product and the invoice for our reference.
Step 2: Once your request is received, we will be responsible to investigate your claim within the next 72 hours and share a resolution for the same.
Step 3: In case a refund is approved, payments made through credit/debit cards or net banking will be refunded to the same account, within 24-48 business hours of the request being approved. It may take 2-3 additional business days for the amount to reflect in your account. The additional customs amount paid by the customer to receive the product cannot be reimbursed as taxes and duties once paid cannot be retrieved from the authorities.
23. I was not available to collect my order.
Our delivery partners will leave a note upon a failed delivery for you to call back and arrange a suitable time of delivery. Alternatively, you may contact the local office of the courier company directly.