We know from experience that buying products online can be a doubtful process due to uncertainty about the ordering process, or even a general lack of information about the products themselves. That’s why we want you to be 100% informed about our products and procedures before your purchase. 🙂
You have questions or a problem?
The following FAQ definitely answer a lot of questions in advance.
If you cannot find a solution here, please fill out the online Service form so we can help you as soon as possible.
Most Common Questions
I want to cancel and return my purchase.
It’s a pity that things didn’t work out with your Nankia product. We’re always aiming to improve ourselves and would be happy to receive your feedback via email: service@nankia.com.
A refund is possible for 24 days as long as the product hasn’t been worn. Simply fill out the refund form (go to the refund form) and send the model to: H202, 331 Creative Park, Yintian Industrial Zone, Xixiang, Baoan District, Shenzhen, China.
In this case, the shipping costs will have to be paid for by you. So that we can immediately recognize your package and guarantee prompt processing, please include the refund form in your package.
As soon as your product has been returned, your payment will be refunded within a maximum of 30 days via the original payment method. In the case that you ordered via our payment provider, will be informed of your credit.
Important: Please note that products purchased in our stores can only be returned directly to that respective store.
Learn more on our Return Policy documentation.
When will my order arrive?
It will take approximately 2-9 workdays from the time you make your order until the day your product arrives. The duration of shipping depends on where exactly you live in the world. 🙂
Due to the high demand for some particular items, some of our products aren’t in stock and as a result, they will be shipped at a later date.
If you have already made an order, please note the delivery date in your order confirmation. If your order contains several models, for the sake of the environment we usually send all models together as soon as they are in stock.
In the case that a deliverable item is urgently required (e.g. as a present), please contact us using our online Service form and we’ll get started with a partial shipment.
How and where can I check the status of my order?
Here you can check the status of your order without signing in and without the need to have a customer account.
As soon as your order has been packed and is ready for shipping, you will receive an email with a shipping confirmation.
Once our shipping partner has picked up your packet and scanned it, you will receive an additional email with your tracking number. In some cases, this can take up to 24 hours after you have received the shipping confirmation.
Products
How do your jewelry perform in everyday life? / Care
Tips to keep your jewelry gold filled shiny and in good condition:
- Keep your jewelry away from lotion, perfume or other harsh chemicals.
- Remove before exercising and going to bed.
- When not wearing, keep in a jewelry box or pouch.
- Do not put away gold laminate and sterling silver together.
- Never use abrasive products to clean your jewelry.
- Never wear your accessories in the pool or ocean.
Do I have a jewelry allergy?
Some people have allergic reactions to some plating. The most common is nickel-plating- possibly up to 10% of people react to nickel. Unfortunately nickel is used to color gold, as an alloy, and sometimes in the electroplating process. If allergy is a problem, most jewelry makers like to use surgical steel, sterling silver, vermeil, or gold-filled items. The plating on plain electroplated items is usually too thin.
My jewelry is turning color, what do I do?
If your items turn immediately, it can be caused by a metal-to-skin oil reaction. Each persons oils can make each metal react differently. We are not responsible for your skins reaction to metal or vise versa. Feel free to use a mild jewelry cleaner on 14K Gold, & Gold Filled jewelry. Stainless Steel & Gold Plated jewelry will turn naturally over time, but there’s no way to reverse this. The beauty of our stainless steel jewelry is that it’s thick Gold Plated & when it turns, it fades to a lovely ombre of Gold & Silver.
I don’t see the necklace that i bought last month on your website anymore. Will it be available any time soon?
If you don’t see the item on the website anymore, please contact us at service@nankia.com with a picture and/or style number. We will reply back to you by email on the status should the item be available again. We can also help direct you to similar styles available on the Nankia online site.
Ordering
When will my order arrive?
It will take approximately 2-9 workdays from the time you make your order until the day your product arrives. The duration of shipping depends on where exactly you live in the world. 🙂
Due to the high demand for some particular items, some of our products aren’t in stock and as a result, they will be shipped at a later date.
If you have already made an order, please note the delivery date in your order confirmation. If your order contains several items, for the sake of the environment we usually send all items together as soon as they are in stock.
In the case that a deliverable item is urgently required (e.g. as a present), please contact us using our online Service form and we’ll get started with a partial shipment.
How and where can I check the status of my order?
Here you can check the status of your order without signing in and without the need to have a customer account.
As soon as your order has been packed and is ready for shipping, you will receive an email with a shipping confirmation.
Once our shipping partner has picked up your packet and scanned it, you will receive an additional email with your tracking number. In some cases this can take up to 24 hours after you have received the shipping confirmation.
My voucher doesn’t work?
1.) This is probably due to the fact that the voucher code has been entered in the “Discount Code” field. Then the error message “Code not valid” or “Code does not exist” appears.
In our online shop, the voucher can either be redeemed in the shopping cart or during the payment process. It’s important that you enter the voucher code in the field “Use Gift Card to checkout”. Please copy your voucher code and enter it in this field.
2.) It may also be important to check whether you are entering the number 0 or the letter O, and generally that the details have been entered correctly.
How does the order process work?
You can easily order our products in our online shop and, once your order is completed, you will receive a confirmation via email.
In case you didn’t receive an email confirmation, it could be due to one of the following reasons:
- Perhaps you typed in the wrong email address?
- Perhaps our confirmation landed in the spam folder of your email address?
- The order hasn’t been successfully completed. Please check your user account to see if your order has been entered into our system. In the case that it hasn’t, try making your order again.
Can I change my order afterwards?
We’ve set things up so that your order will be processed and shipped within a very brief window of time. In this way we can guarantee fast delivery times, but are unable to make any retrospective changes once your order has been completed.
My discount code is not working?
Please note that discounts and special promotions cannot be combined. That means that for every order only one discount or promotion code can be entered. The respective code can be redeemed at our checkout using the field “Apply Discount Code”.
In case your discount code contains a free product, it is important that you additionally place that product in the shopping cart. Please also note the conditions attached to the discount or promotion respectively.
In case it still doesn’t work, send us a screenshot of the error message using our online Service form. We’ll make sure to promptly find a solution for you. 🙂
Delivery
How does it work with shipping?
We ship worldwide – our shipping is generally free of cost. After placing your order you will receive an email with an order confirmation from us, and when shipping commences you will receive a shipping confirmation email as well as an additional email with your tracking number. Our products are sent using the DHL, UPS, or GLS so that your order arrives quickly and easily within 2-9 workdays once payment has been processed.
Exception: Pre-ordering – the respective shipping date can be looked upon your order confirmation as well as on our website. If your order contains several models, for the sake of the environment we usually send all models together as soon as they are in stock.
The shipment status hasn’t changed – what can I do?
Simply keep waiting and drink tea. No, just kidding – we know how annoying it can be when problems or delays occur during shipping.
In case the status of your package hasn’t changed for a few days, feel free to contact us via our Service form. We can then start investigating with the respective shipping partner for you.
When will my order arrive?
It will take approximately 2-9 workdays from the time you make your order until the day your product arrives. The duration of shipping depends on where exactly you live in the world. 🙂
Due to the high demand for some particular items, some of our products aren’t in stock and as a result, they will be shipped at a later date.
If you have already made an order, please note the delivery date in your order confirmation. If your order contains several models, for the sake of the environment we usually send all models together as soon as they are in stock.
In the case that a deliverable item is urgently required (e.g. as a present), please contact us using our online Service form and we’ll get started with a partial shipment.
My package has arrived and is empty or damaged – what now?
Our sincerest apologies that your model has arrived damaged or empty. Please do the following:
Register the damage promptly with the respective delivery service.
Fill out our Service Email and send us photos from all sides of the package as well as its contents so that we can help you as quickly as possible.