FAQs
Frequently Asked Questions
Welcome to the SHOP NIBBI FAQ. We’ve answered some of the most common questions about ordering, delivery, returns, payments and products below.
Orders
How do I know if my order has been placed successfully?
Once your order has been completed, you should receive an order confirmation at the email address provided during checkout.
If you cannot find it, please check your spam or junk folder. If you still cannot locate your confirmation, contact us at shopnibbi@gmail.com.
Can I change my order after placing it?
If you need to change an item or delivery detail, please contact us as soon as possible.
We will do our best to help, but we cannot guarantee changes once your order has entered processing or has been dispatched.
Can I cancel my order?
If your order has not yet been fulfilled, please contact us as soon as possible at shopnibbi@gmail.com.
If cancellation is no longer possible because the order has already been processed or dispatched, you may still be able to return eligible items in accordance with our Return & Refund Policy.
Shipping & Delivery
How long will my order take to arrive?
Please allow up to 3 working days for your order to be processed and prepared for dispatch.
Once dispatched, delivery usually takes approximately 5 working days.
Our estimated total delivery timeframe is therefore approximately 7–9 working days from the date your order is placed.
Working days do not include weekends or UK bank holidays.
Will I receive tracking information?
Where tracking is available, your tracking details will be provided after your order has been dispatched.
Please allow a little time for the courier’s tracking system to update after dispatch.
My order is taking longer than expected. What should I do?
Occasional courier delays can happen, particularly during busy periods or around public holidays.
If your order has not arrived after the estimated 7–9 working day timeframe, contact us at shopnibbi@gmail.com with your order number and we’ll help investigate.
My tracking says delivered, but I cannot find my parcel.
Please first check around your property, any designated safe place, with members of your household and, where appropriate, with neighbours.
If you are still unable to locate your parcel, contact us and we will help you investigate.
Returns & Refunds
What is your return policy?
We offer a 30-day return policy.
You have 30 days from the date your order is delivered to request a return for an eligible item.
What condition must returned items be in?
Items should be returned in the same condition in which they were received, unused or unworn, with original tags and packaging where applicable.
You will also need your order details or proof of purchase.
How do I start a return?
Email us at:
Please include your order number, the item you would like to return and the reason for your return.
We will then provide you with the appropriate return instructions.
Please do not send items back without contacting us first.
Do I have to pay for return postage?
For ordinary change-of-mind returns under our voluntary 30-day return policy, return postage is generally the responsibility of the customer.
If your item is faulty, damaged or incorrectly supplied, please contact us before returning it so we can arrange the appropriate solution.
How long will my refund take?
Once your return has been received and inspected, we will let you know whether your refund has been approved.
Approved refunds are returned to the original payment method.
Please allow additional time for your bank, card provider or payment service to process the refund after it has been issued.
Can I exchange an item?
If you would like another colour, size or product, please contact us.
The quickest option may be to return the original item and place a new order for the replacement.
Exchanges are subject to product availability.
Damaged or Incorrect Orders
What if my item arrives damaged?
Please contact us as soon as possible at shopnibbi@gmail.com.
Include your order number and, where possible, clear photographs showing the damage.
We will review the issue and arrange an appropriate refund, replacement or other solution.
What if I receive the wrong item?
Contact us as soon as possible with your order number and details of what you received.
We’ll help correct the issue.
Products
Will product colours look exactly the same as they do online?
We try to display product colours and details as accurately as possible.
However, colours can appear slightly different depending on your screen, device settings and lighting.
What if a product becomes unavailable after I order?
In rare cases, an item may become unavailable after an order is placed.
If this happens, we will contact you and arrange an appropriate refund for the unavailable item.
Are beauty or personal-care items returnable?
For hygiene reasons, some sealed beauty or personal-care products may not be eligible for change-of-mind returns once their protective seal has been opened.
If you are unsure whether a particular item can be returned, please contact us before sending it back.
This does not affect your statutory rights if a product is faulty or not as described.
Payments
What payment methods do you accept?
The payment methods currently available to you will be displayed securely at checkout.
Depending on availability, these may include major debit and credit cards and accelerated payment options supported by Shopify.
Is checkout secure?
Yes. Our store is powered by Shopify, and payments are processed through secure payment providers.
SHOP NIBBI does not need to manually handle your full payment-card details.
What currency will I be charged in?
The currency applicable to your order will be displayed clearly on the website and at checkout before you complete your purchase.
Promotions & Gift Cards
Can I use more than one discount code?
Unless a promotion specifically states otherwise, some discount codes may not be combined with other promotions.
The checkout will show whether the selected discounts can be used together.
Can gift cards be refunded?
Gift cards are generally non-refundable except where required by applicable law.
Account & Privacy
Do I need an account to place an order?
If guest checkout is available, you can place an order without creating a customer account.
Creating an account may make it easier to view previous orders and manage your details.
How do you use my personal information?
Information about how we collect, use and protect personal data is available in our Privacy Policy.
Our store also uses Shopify’s customer-privacy and cookie-consent tools.
Contacting SHOP NIBBI
How can I contact you?
For customer support, please email:
For order-related enquiries, please include your order number and the email address used at checkout.
SHOP NIBBI is a trading name of Horizon Bee Tech Ltd.
We aim to respond to enquiries as soon as reasonably possible.