ANSWERS TO YOUR QUESTIONS

RETURNS AND EXCHANGES

CAN I RETURN AN ITEM? 

We try our best to ensure you receive a product you'll love and treasure. However, if you need to return an item, we're glad to make it possible as long as:

• We receive the item within 14 days (for Singapore orders) and 30 days (for international orders) from the date of delivery. 
• Your item is in the same condition that you received it i.e. unused, unwashed, attached with tag attached and original cotton bag.

Please note that sale items are non-returnable. You'll also need to cover the shipping costs for returning an item (except for defective/incorrect items). 

HOW DO I RETURN AN ITEM? 

Here are 2 simple steps: 

1. Write to us at sales@nostshop.com with these details: 

2. Print and fill in this Return Slip. Enclose it with your parcel and mail to:  

NOST
38A Sago Street 
Singapore 0590283

You may use any packaging of your choice. We highly recommended registering your mail in case your parcel is lost or damaged upon return. 

WHEN WILL I GET MY REFUND?
Once we have received and inspected your item, we'll inform you via email if the return is successful within 3 working days. After which, a credit will automatically be applied to your credit card or original method of payment within 14 days.

Please note that shipping fees are non-refundable. 

*We try our best to accept all returns as long as they reach us in good condition and in their original state. In the unlikely event that a product is returned to us in an unsuitable condition, we may have to send it back to you. 

CAN I EXCHANGE MY ITEM FOR A DIFFERENT SIZE? 

We're glad to replace your item with a different size if we have the stock available. Please email us within 3 days of receiving your item at sales@nostshop.com with the following details and we'll get back to you as soon as we can. 

Please note that each order can only be exchanged once and sale items are non-exchangeable. Items to be exchanged have to be in the same condition that you received it i.e. unused, unwashed, with tag attached and original cotton bag. You'll also need to cover two-way shipping costs for returning an item and for us to send you a new item (except for defective/incorrect items). 

HOW DO I EXCHANGE A DEFECTIVE OR INCORRECT ITEM? 

We do our best to check the quality of every item we produce and ship out. Regrettably, the item you received must have slipped past our quality checks and we sincerely apologise for any disappointment or inconvenience caused. We'll cover all shipping costs for returning any defective or incorrect item and get a replacement sorted out for you as soon as possible.

Please email us at sales@nostshop.com with the following details: 

• Name 
• Order Number 
• Order Date 
• Product Name and SKU
• Clear pictures of defect (for defective items)
• Product name, size and colour details of wrong item received (for incorrect items)

SHIPPING

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE? 

Once we have confirmed your order, it'll take us up to 2 working days (except for Singapore express shipping) to ship your order out and you'll receive a "Shipping Confirmation" email with a tracking number. These are the estimated delivery times:

I NEED MY ITEM URGENTLY - HOW DOES EXPRESS SHIPPING WORK FOR SINGAPORE ORDERS? 

For deliveries within Singapore, we offer same day express deliveries from Monday - Friday, excluding Public Holidays. Orders must be placed by 9am (GMT+8) for it to be delivered on the same working day. Any orders received after 9am (GMT+8) will be delivered on the next working day.

HOW DO I TRACK MY PARCEL? 

Your tracking number and shipping operator is stated in the Shipping Confirmation email. It'll link you directly to our shipping partner's tracking page where you can check the status of your parcel.

WHAT ARE THE SHIPPING CHARGES? 

We're glad to offer free standard shipping for local (Singapore) orders over USD100, and international orders over USD250.

For local (Singapore) orders, all prices shown are inclusive of sales tax. 

For international orders, please note that this charge does not include prevailing custom charges and/or additional local delivery charges if required. These charges must be paid by the recipient of the parcel. 

DO I HAVE TO PAY FOR CUSTOMS/IMPORT DUTIES?

You may be charged for handling fees, custom duties and taxes as your order passes through customs to your delivery location. These charges must be paid by the recipient of the parcel and will be informed by the shipping partner. 

Unfortunately, NOST has no control over these charges and we can't tell you what the cost would be, as customs policies and import duties vary widely from country to country. 

SIZING

WHAT SIZE SHOULD I CHOOSE? 

For kids: 
If your child is 90-100cm tall, he/she will probably fit into our kids Size 1. If your child is 110-120cm tall, he/she will probably fit into our kids Size 2. 

For adults: 
If you usually wear size UK8/10, you will probably fit into our Size 1. If you wear size UK12, you will probably fit into our Size 2.

That said, it's good to compare actual body measurements with the clothing specifications found on every product page. The garment is laid flat and measured side to side in centimetres. Please allow a variation of +/- 1.5cm as each piece is individually cut and made. 

CARE

HOW DO I CARE FOR MY NOST CLOTHING? 

Each NOST piece is handmade using traditional methods such as wood block printing and weaving. We use only natural and azo-free eco-friendly dyes. To preserve this beauty, we recommend:

• Hand wash using cool water and a mild detergent
• Machine wash on a short, gentle cycle using mild detergent
• Wash separately for first wash as natural colours may fade
• Do not soak
• Dry in the shade, not direct sunlight
• Iron on medium heat

If you have any other queries, feedback or just want to say hi, feel free to write to us at hello@nostshop.com and we'll get back to you as soon as we can!