Frequently Asked Questions
This year, we took an exciting step forward by opening the doors to our store. We know that support may not be perfect from the start, but we are committed to providing a welcoming and enjoyable experience for all of our customers.
Our priority is your well-being and satisfaction. We are constantly learning and improving, and we value your feedback to help us grow and serve you better.
Thank you for being part of this journey with us. Together, we will build something special!
It is not mandatory to create an account to order, but we recommend that you do so. By creating an account, you will be able to view your orders and better manage your account.
- Track order status
- Edit customer data
To make a purchase, simply add the desired product(s) to your shopping cart and proceed to payment. Fill in the address and email form and complete the purchase.
After completing your purchase, you will receive a confirmation email with all the details of your order. You can also check the status of your order in your customer account.
We are available to help if you encounter any issues during the purchase process. To do so, please contact Customer Service here and we will respond as quickly as possible.
- If you have entered the wrong delivery address, regardless of whether the order is in transit or not, it will always be possible to change the address.
- You can always contact customer service here , we will always help in the best possible way to solve your problem.
To find out the status of your order, simply ask in the message box or send a message to customer service here . As we grow, we are always improving our store and always making improvements so that all our customers feel satisfied.
It usually takes between 9 to 20 days. The delay may be caused by external factors such as holidays, weekends, holidays, time zones, or customs clearance. If your order does not arrive on time, please contact Customer Service here so we can find out the reason for the delay.
Mainland Portugal and Spain : Free shipping for orders over €80 for products from the new collection or orders without discount codes.
Rest of the World : Free shipping on orders over €100 for products from the new collection or orders without discount codes.
Yes, you can do so if you have an account created. Within your account, you will be able to check the status of your order. We recommend that you always create an account to make it easier to view your orders. If you have not created an account, you can contact customer service here
Yes, during the payment process you have the option to indicate a different shipping address than the one you entered when registering.
You can then enter the details of the new shipping address and complete the purchase.
We understand that there are times when you want to ship a package directly to another person or to a specific location, and we are here to make that possible. We want to ensure that your package is delivered to the desired location, according to your preferences.
If you have any questions or need assistance, please contact our customer service team here or simply send a message to the message box located on the bottom right-hand side.
For countries outside the European Union, such as Switzerland, the United Kingdom or Gibraltar, customs fees may apply upon delivery. For the United States and Australia, shipments are exempt from customs fees.
The amount of these fees varies depending on the value of the order and the destination country. It is important to note that these additional charges are determined by the customs of each country and, therefore, we cannot be held responsible if they occur.
We recommend that, before placing an order, you contact your country's customs office to obtain detailed information about possible fees and avoid unpleasant surprises at the time of delivery.
If you cancel your order due to customs fees, it will be returned to our warehouse, but shipping costs will not be refunded . We want to ensure your complete satisfaction, so it is important that you are aware of these possible fees when placing your order.
We are always available to help you and clarify any questions you may have regarding customs fees. We want your shopping experience to be smooth and hassle-free.
These are the countries that are always subject to customs duties:
Afghanistan
Åland Islands
American Samoa
Anguilla
Antigua and Barbuda
Argentina
Aruba
Azerbaijan
Bahamas
Barbados
Belize
Bermuda
Bhutan
Bolivia
Botswana
Brazil
Brunei Darussalam
Burkina Faso
Burundi
Cayman Islands
China, People's Republic of
Comoros
Congo, Democratic Republic of
Cook Islands
Cuba
Djibouti
Dominica
Egypt
El Salvador
Falkland Islands (Malvinas)
French Polynesia (Tahiti)
French Southern Territories
Gibraltar
Guam
Guatemala
Guernsey
Guiana
Haiti
Heard Island and McDonald Islands
Honduras
Hong Kong
Iceland
India
Iraq
Jersey
Kenya
Kiribati
Korea, Democratic People's Republic of
Laos
Lebanon
Lesotho
Liberia
Libya
Liechtenstein
Macao
Malawi
Marshall Islands
Micronesia, Federated States of
Mongolia
Montserrat
Myanmar
Namibia
Nauru, Republic of
Nepal
New Caledonia
Nicaragua
Nigeria
Niue Island
Northern Mariana Islands
Oman
Pakistan
Palau
Palestine
Pitcairn
Qatar
Rwanda
Saint Bartholomew
Saint Helena
Saint Kitts and Nevis
Saint Lucia
Saint Pierre and Miquelon
Saint Vincent
Samoa
Sao Tome and Principe
Serbia
Seychelles
Sierra Leone
Solomon Islands
Somalia
South Africa
South Sudan
Sri Lanka
Sudan
Suriname
Svalbard
Eswatini
Switzerland
Tajikistan
Tanzania
East Timor
Tokelau
Tonga
Trinidad and Tobago
Türkiye
Turkmenistan
Turks and Caicos Islands
Tunisia
Tuvalu
Uganda
United States Minor Outlying Islands
Vanuatu
Vatican City
British Virgin Islands
US Virgin Islands
Western Sahara
Yemen
If you receive damaged packaging, we recommend that you follow these steps:
When you receive your order, carefully check the condition of the outer packaging. If you notice any visible damage, write a note on the carrier's delivery note indicating that the box is damaged.
Additionally, please add a note mentioning that, due to the damaged box, it is not possible to guarantee that the order was delivered in its entirety. This information is important so that we can claim any missing goods with the carrier.
Take photos of the damaged packaging before opening it, as these can be useful as evidence if you need to file a claim.
After completing the above steps and receiving your order, carefully open the damaged packaging. Check the condition of the products inside and, if any are damaged, take photos of the affected items.
Please contact our Customer Service team here immediately, providing details of the situation and sending photos of the damaged packaging and damaged products, if applicable. Our team will review the situation and provide the appropriate resolution, which may include replacing the damaged items.
Please contact customer service here or via message box so we can assist you with the return process.
Items must be in their original condition, must not appear to have been used, and must still have all tags attached . We do not accept returns on items that show signs of use, are missing tags, or do not have an invoice.
Place the items and invoice in the original packaging. If you no longer have the original packaging or it is damaged, you can use a different packaging. However, we are not responsible for any damage during transport.
We do not accept returns on orders older than 30 working days from the invoice issue date.
If you decide to send an item back to us, either for exchange or return, without going through the normal returns process, you will be 100% responsible for all costs and possible damage or loss.
The exchange process can take between 9-11 business days and the refund process up to 20 business days (in the months of November, December, January, July and August, these deadlines may change up to 30 business days for exchanges and 40 business days for refunds).
You have 30 days from the date indicated on the invoice.
The exchange process can take between 9-11 business days and the refund process up to 20 business days (in the months of November, December, January, July and August, these deadlines may change up to 30 business days for exchanges and 40 business days for refunds).
If you have not received one of the items in your order, please check whether you have received an email informing you that one of the items was not available. In this case, we will refund the amount corresponding to the item.
If you have not received an email, please contact Customer Service here and we will respond as soon as possible.
We only sell items in perfect condition, so if you ever receive an item that is not, please contact customer service.
If you occasionally receive an item you didn't order, please contact customer service here
We offer several payment options for your convenience. You can pay for your purchases using the following methods:
- Visa
- MasterCard
- Conductor
- American Express
- UnionPay
- Paypal
- Apple pay
- Google pay
- Bancontact: Available to customers in Belgium.
- iDEAL: Available for customers in the Netherlands.
- Multibanco: Exclusive for customers in Portugal.
We do not accept checks .
At Nix Faction, we guarantee maximum online security. We use a server certificate and the SSL protocol to protect your data and ensure secure transmissions. Your privacy is essential and you can consult our Privacy Policy for more information.
We are committed to providing a safe and reliable shopping experience. If you have any questions about payment methods or need additional assistance, please contact our customer service. We are here to help!
If you want to place an order with a gift card or discount code, follow the steps below:
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Once you have added all the items you wish to purchase to your shopping cart, proceed to checkout.
- Before finalizing the purchase, on the right side you will have a field to add the code.
About the discount code:
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A discount code is a code that offers you a percentage discount on the final value of your purchase.
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A discount code has the validity period announced in each campaign.
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You can only use one discount code per purchase.
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You cannot use a discount code in conjunction with a gift card.
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The discount code must be transcribed without errors: you must respect upper and lower case letters, as well as spaces and digits.
About Gift Card:
The main purpose of a gift card is to give someone a card loaded with money so they can purchase items from our online store.
The gift card contains a code that can be used at checkout multiple times until the limit is reached.
You cannot use a gift card in conjunction with a discount code.
The gift card is valid for 12 months from the date of payment.
Your gift card can only be used while it has a credit limit.
If you want to buy a gift card you can do so here .
Yes, it is safe to provide your credit card details when purchasing online from our store. We use secure connections through TLS/SSL (Transport Layer Security/Secure Sockets Layer) certificates. These certificates encrypt the communication between your device and our store, ensuring that your data is protected against unauthorized access. We are committed to maintaining the security and privacy of your information.
Your security is our priority and we take all necessary precautions to protect your information during the payment process. If you have any further questions or concerns about the security of your online transactions, please click here .
Yes, it is possible to pay by bank transfer. Although this option is not available when paying in-store, you can contact our customer service for information on how to pay by bank transfer. Contact Customer Service here and we will get back to you as soon as possible.
If the item you like is not available in the size you want, simply contact customer service here and share the product link and the out of stock size. Just go to the product and below it says share, click there and you will have the link.
Your satisfaction is important to us, and we will do our best to help you get the product you want. Keep an eye on your email, as we will contact you as soon as the size is available again.
If you are unsure about your ideal size, don't worry! We have a Size Guide available to help you. You can check our Size Guide here
In this guide, you will find detailed information and guidance to help you choose the correct size. It is important to take your measurements according to the instructions provided to get an accurate reference.
We are committed to ensuring that you find the perfect size for you, to ensure your comfort and satisfaction with our products. If you have any further questions, please do not hesitate to contact us here .
We don’t have a physical store, as we operate online. However, we understand the importance of trying on clothes before purchasing. That’s why we offer a free return policy if the item doesn’t fit or doesn’t meet your expectations. The return process is quick and hassle-free.
We want to ensure that you are satisfied with our clothing, even without the possibility of trying it on in person. If you have any questions about the size or fabric of a garment, our customer service team will be available to provide all the necessary information and help you choose the best product. To contact Customer Service, click here and we will respond as soon as possible. We are working to make this happen.
You can contact us via our social media channels or via the email provided. We are committed to responding as quickly as possible, however, due to the high volume of requests and busy periods, responses may take 12 to 24 hours from the time of contact.
We are here to help and ensure your satisfaction, so please do not hesitate to contact us if you have any questions, concerns or need assistance. We will do our best to assist you promptly.
Yes, we offer special benefits to our newsletter subscribers. Additionally, throughout the year, we offer discount codes for specific seasons, such as Black Friday, which are sent via email. Don't miss out on the opportunity to take advantage of these exclusive promotions.
Additionally, at certain times of the year, our customer service team contacts our customers to offer gifts or special benefits.
Don’t miss out on all these benefits! Subscribe to our newsletter and stay tuned for our special promotions and communications. We are always here to provide you with the best experience as a Nix Faction customer.
