FAQ

Creating an account is simple. Click on “my stories” in the upper right corner, select “create account,” enter your first name, last name, email address, and choose a password.

An account provides a secure, convenient, and efficient way to place orders, allowing you to store your measurements, order history, and billing and shipping addresses.

If you forget your password, click the “Forgotten Password” button when logging in. You will receive an email with a link to create a new password.

If you wish to delete your account, please contact our customer service team at care@nueame.com.

Click on the product you are interested in, select the size, and click “Add to Cart.” When you are ready to complete your purchase, click on the cart icon at the top right and then proceed to checkout. If you have not created an account, please enter your personal information and shipping details. Verify the product size and add any additional information regarding your order. Then, click “Pay Now” to proceed with payment. Once confirmed, you will receive a confirmation email.

You do not need to create an account to place an order. However, we recommend registering so you can easily track order history, save your measurements, and store billing and shipping addresses.

You can find size and fit details on the product page by clicking “Size Guide.” A size chart is available to help you find the perfect fit. Alternatively, you can consult our dedicated Size Guide page or contact our customer service team at care@nueame.com.

If the item you are interested in is out of stock, you can click “Notify Me When Available.” You will receive an email as soon as the product is back in stock.

When an order is placed, our warehouse immediately begins preparing it to ensure timely delivery. However, you can cancel an order within 30 minutes of confirmation. To cancel an order, please contact our Customer Service team at care@nueame.com. If more than 30 minutes have passed since the purchase, or if you are unable to cancel the order, you can still return your purchase for a refund or exchange within 21 days from the fulfilment date.

Once your order has been processed, you will receive a confirmation email with all essential information. As soon as your order has been shipped, you will receive a second email with a tracking number.

You can find care instructions on the garment labels or by visiting our dedicated Care guides page.

The NUEAME online boutique ships internationally. However, there may be restrictions for some countries, such as Myanmar, Pakistan, Iran, Iraq, etc. For additional questions, please contact our Customer Service team.

NUEAME offers free standard delivery on all orders within Italy and Europe, with estimated delivery times of 1-2 business days for Italy and 1-5 business days for Europe. For all other international destinations, express shipping is available for a fee, with estimated delivery times of 2-4 days; rates are visible at checkout.

Please note that delays may occur due to payment authorization or customs checks. During sales periods, delivery times may extend due to high order volume.

When your order is shipped, you will receive a confirmation email with a tracking number.

Once your order has been shipped, you will receive an email with a tracking link to follow your order’s progress. Track your package on the courier’s website using the tracking number provided. If you need further assistance, please contact our courier or customer service team.

If you have not received your order, please file a report with the courier and contact our customer service team at care@nueame.com. Please note that any delivery report must be submitted within 14 business days of the estimated delivery date. After this period, we cannot claim any lost orders.

If you receive a damaged item, please contact our customer service team immediately upon receipt. Any issue must be reported within 7 days of receiving the order.

All products can be returned within 21 days from the fulfilment date, provided they are in their original condition, with the identification tag attached and in the original packaging (accessories, dust bags, hangers, etc.). For more information, please visit our Returns page.

All products can be returned within 21 days from the fulfilment date. Follow these steps to return your order:

- All items to be returned must be pre-registered and authorized for return through our return form.

- The return request will be reviewed, and once approved, you will receive a prepaid UPS return label.

- Ensure the items you’re returning are in their original condition, with the identification tag attached and the original packaging (accessories, dust bags, hangers, etc.).

.- Pack the items in the original box and attach the prepaid UPS label over the previous delivery information.

- For customers outside the EU, once the return is approved, a proforma invoice will be sent to attach outside the package. Print two copies of the invoice, place them in a transparent envelope, and attach it outside the package so it is easily accessible for customs clearance. If not visible, the package may not pass customs and will be returned to the sender.

- Contact UPS by phone to arrange a pickup or, if applicable, drop off the package at your chosen UPS Access Point.

Please note:

For customers outside the EU, return shipping costs will be borne by the customer.

Yes, all items to be returned must be pre-registered through our return form. Remember to keep your return tracking number.

Refunds are issued directly to the original payment method within 14 business days of receiving the returned item. Please note that we reserve the right to decline a refund if the item is not returned in its original condition.

No, returns are free for the following countries: Austria, Belgium, Croatia, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg, Monaco, Netherlands, Portugal, San Marino, Slovenia, Spain, and Sweden.

For Bulgaria, Estonia, Hungary, Latvia, Lithuania, Poland, Romania, Slovakia, and the United Kingdom, we can provide a return label for a fee of €15.

For all other countries not listed, return shipping costs will be the customer’s responsibility, who must arrange for the return shipment.

If you would like to exchange an item for a different size of the same model, you can do so using our return form. To exchange an item or color, please contact us at care@nueame.com to check availability. If the item is available, we will hold it for you. After receiving your return, we will send the replacement item to the specified address.

The NUEAME store accepts the following payment methods:

Credit Cards: Visa, MasterCard, American Express, Maestro, Klarna. The full amount will be charged to your card at the time of order fulfilment. In case of order cancellation, the refund will be credited back to the card used for the transaction.

PayPal: Your account will be charged once the order is completed.

Other Payment Methods: Apple Pay, Google Pay, and Shop Pay are supported to streamline and speed up the purchasing process.

Payments can be made in EUR.

The invoice can be requested by contacting our customer service at care@nueame.com.

NUEAME ships from Italy, so custom duties will not apply for shipments to European countries, including Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden.

If the destination country is not listed above, customs duties and import taxes may apply upon delivery.

If your order is being shipped outside the EU, the courier may contact you to request additional information for customs purposes.