FAQ
Here you will find answers to questions about orders, shipping, returns, and much more.
Ordering and paying
What payment methods can I use in the NILE online store?
You can currently pay in the NILE Online Store with various credit cards, Twint (Switzerland only), Apple Pay, PayPal (EU only), and KLARNA (on account).
How can I redeem a promotional code or gift card?
You can redeem your promo code on the shopping cart or on the checkout page in the "Enter a promo code" field. The discount will then be deducted directly from your order. It is important that you are logged in with your NILE customer account.
To redeem a giftcard, enter the corresponding number of your gift card in the field «gift voucher» at the checkout.
My promotional code won’t work. What should I do?
Please check that you are logged into your NILE customer account. If you are logged in and your promotional code is still not being accepted, please contact our Customer Service.
Which product will my discount code be applied to?
If your discount code is valid for one favorite item, it will be applied to the most expensive one. If two items have the same price, the discount will be applied to the item that was added to the cart first.
If you return the reduced item, the discount will not be automatically transferred to a retained item and deducted.
I have a gift card but I don’t know how much is on it.
To find out how much is currently on your gift card, you can ask in a NILE Store or contact our Customer Service.
What size do I need?
Our size chart will help you find the right size clothing for you.
How can I change or cancel an order I’ve already placed?
You cannot change or cancel a current order yourself. In this case, please contact our Customer Service.
Delivery
Which countries does NILE deliver to?
NILE delivers online store orders exclusively to the following countries: Switzerland, Liechtenstein, Canada, Germany (excluding Büsingen, Helgoland), United Kingdom and Austria.
How long does delivery take?
Your new NILE clothing items will generally be delivered within one to three days if you live in Switzerland, Germany or Austria. If you live outside of these countries, your delivery may take longer than three days.
What should I do if my package does not arrive?
Please contact our Customer Service if your order does not arrive as expected.
What are the shipping costs for an order?
We will deliver your NILE clothing items to you free of charge if you live in Switzerland, Liechtenstein, the European Union or United Kingdom. For all other deliveries we will charge a flat rate of CHF 50 for shipping.
If there a minimum order value?
No, there is no minimum order value for regular orders.
The minimum order value for redeeming loyalty points is CHF 100.
Can I have an order delivered to a NILE store?
Currently, you can only have orders delivered to your home address.
Returns
How do I return an item?
You can return your order to us within 14 calendar days without giving any reasons. Please use the return slip sent with your order for this purpose. Return address for customers living in Switzerland, Liechtenstein or other non-EU countries: Nile Clothing AG
Nile Online Store
Burrirain 56
2575 Täuffelen Switzerland
Return address for customers living in Germany:
NILE Retourenlogistik
c/o PVS eBusiness-Services GmbH
Schleißheimer Strasse 93a
85748 Garching Germany
Return address for customers living in Great Britain:
NILE Store
Online Store Returns
51 South Molton Street
London W1K 5SD
Return address for customers living in other European Union countries:
Nile Tex-Logistics GmbH
Nile Online Store
Markus-Sittikus Strasse 20
6845 Hohenems Austria
What do I need to be aware of when returning an item?
In order for us to accept your return, the clothing must be returned unworn, clean, unwashed, undamaged and intact, complete with labels. Once we have received the returned item, we will check to determine whether it is in good condition and, if so, issue a refund. You are responsible for the return shipping costs.
What are the instances in which I can return an item?
You can return your order to us within 14 calendar days without giving any reasons.
How do I exchange an item?
You can return the item to us and place a new order for the item you want.
How will I receive the refund for a return?
The refund for your return will be issued using the same payment method you used when ordering. The refund will be issued once the returned item has been received and checked. It may take a few days for you to be credited with the outstanding amount.
How can I complain about an item?
If the item ordered shows any defects, please contact our Customer Service.
Customer account
How can I set up a customer account?
You can register for a NILE customer account in a NILE store or in the online shop via the account page.
What are the benefits of having a NILE customer account?
When you set up a customer account with NILE, you will immediately receive the Nilecard. As a member of this loyalty program, you can collect points with each purchase and redeem them against future purchases.
When you buy non-discounted items, one point per CHF will be credited to your Nilecard. When you buy reduced-price items or use discounts, you will receive 0.5 points per CHF. Once you have collected a minimum of 1000 points on your Nilecard, you can redeem them in any NILE store and online at nile.ch. 10 points correspond to a value of CHF 1, meaning you will have points credit equivalent to 10% off your favorite items when purchasing at full price and 5% off your favorite items when purchasing at a discount. You must redeem a minimum of 1000 points (equivalent to CHF 100) each time.
As a NILE customer, you’ll also receive a small surprise on your birthday, various discount promotions and invitations to events.
How can I change or delete my NILE account information?
You can change certain account information, such as the delivery address, yourself in your personal customer account on the website. Please contact our Customer Service if you need any help with changing your personal account information.
I’ve forgotten my password. What should I do?
If you’ve forgotten your password, you can reset it using the “Forgotten password” link on the login page. You will then receive an email with the option to set a new password.
I have not received a message in response to my “Forgotten password” request. What should I do?
If you do not receive an email about resetting your password, please check the spam folder in your inbox or contact our Customer Service.
Sometimes, it can take a while for the password to be sent. If you have requested the password several times, only the last password sent is valid.
Where can I view current and past orders?
Both current and past orders can be viewed in your customer account page.
When will the NILE points of an order be credited to my customer account?
NILE points are credited to the NILE customer account 30 days after the order date.
How do I unsubscribe from the newsletter?
There are three ways to unsubscribe from our newsletter:
1. Click on the “Unsubscribe from newsletter” link at the end of the newsletter itself.
2. Deactivate the newsletter on your profile page.
3. Contact our Customer Service for help with how to unsubscribe.
Can you purchase from the NILE online store without having a customer account?
Yes, you can shop at the NILE Online Store without a customer account. To do so, click on the "Guest Checkout" button in the shopping cart.
However, we recommend that you create a NILE customer account to benefit from many advantages.
Didn't find the answer to your question?
We are here for you personally, so don't hesitate to contact us. We will help you as quickly as possible.
