FAQ

Answers to the questions we are asked most often. If yours is not here, please contact us — we reply within 1–2 business days.

Where do you ship?

Nightwell ships internationally. We currently deliver to the United States, the United Kingdom, the European Union, Canada, Australia and New Zealand, and to a selected list of other countries. If your country is available at checkout, we can ship to you.

Where are orders shipped from?

Orders are fulfilled and shipped by our trusted fulfilment partners located in China. They are sent directly to you.

How long does order processing take?

Orders are processed within 1–3 business days before being handed to the carrier.

How long does delivery take?

Standard delivery normally takes approximately 7–20 business days after dispatch. Delivery time depends on the destination, the carrier and customs clearance, so we cannot guarantee a specific delivery date.

How much does shipping cost?

Standard shipping is US$4.99. Orders of US$59 or more receive free standard shipping. The threshold is calculated on the order subtotal after any discounts have been applied.

How can I track my order?

Tracking information is sent to you by email once your order has been handed to the carrier and tracking becomes available. If your tracking has not updated for an unusually long period, contact us and we will look into it.

Can I change or cancel my order?

Contact us as soon as possible. We can usually change or cancel an order while it is still being processed. Once an order has been dispatched, address changes cannot be guaranteed, so please check your delivery address carefully before you order.

What is your return policy?

You may request a return within 30 days of receiving your order. Items must be unworn, unused, undamaged, with tags attached and in their original packaging. Contact us first to get approval and return instructions. Full details are in our Return & Refund Policy.

Where should I send a return?

Approved returns are sent to a return address in China, which our customer support team will give you when your return is approved. Please do not send returns to our registered office in Hong Kong, and do not send anything back before your return has been approved — unapproved parcels may not be accepted.

When will I receive my refund?

Once your return has been received and inspected, we will tell you whether it has been approved. Approved refunds are issued to your original payment method within 3–5 business days of that inspection. Depending on your bank or card issuer, it can take additional time for the money to appear on your statement.

Will I have to pay customs duties?

Customs duties, import taxes and local charges may be payable by you if they were not collected at checkout. These charges are set by your local authorities and are outside our control.