Frequently Asked Questions (FAQ)
Frequently Asked Questions (FAQ) – Nuexlo
Welcome to the Nuexlo FAQ section! Here you’ll find answers to the most common questions about our products, orders, shipping, and returns. If you can’t find what you’re looking for, don’t hesitate to contact us.
📌 1. General Questions
How can I contact you?
You can easily reach us via email at support@nuexlo.co.za. We strive to respond to all inquiries as quickly as possible.
What if a product is out of stock?
If a product is out of stock, we will clearly indicate it on the product page. We recommend checking the page regularly, as our inventory is updated continuously.
My question isn’t listed here, what should I do?
If your question isn’t on this list, please email us at support@nuexlo.co.za. We’ll be happy to help!
How do I use a discount code?
You can apply your discount code during checkout. Simply enter the code in the designated field, and the discount will be applied to your total.
💳 2. Orders & Payment
What payment methods are available?
We accept a variety of secure payment methods, including major credit cards (Visa, MasterCard, American Express) and other popular options displayed at checkout.
Can I cancel my order?
If you wish to cancel an order, contact us immediately at support@nuexlo.co.za. We will do our best to assist you, but please note that orders are processed quickly and may not always be cancellable once shipped.
Will my order be confirmed?
Yes. Once your order is successfully placed, you will receive an order confirmation email with all your purchase details.
Where can I find my order number?
Your order number can be found in the confirmation email you receive immediately after placing your order.
Do prices adjust after purchase?
Product prices may change. Once you place an order, the price you paid at that time is final, and no adjustments will be made afterward.
🚚 3. Shipping
Which countries do you ship to?
We ship worldwide. You can check if your country is included during checkout.
What are the delivery times?
Delivery times vary depending on the destination. For example, in South Africa, the estimated delivery time is 6 to 9 business days after order processing. Exact times for your location will be shown at checkout.
Is shipping free?
Yes, we offer free shipping for most destinations. Shipping costs for your specific location will be clearly displayed before checkout.
How can I track my order?
Once your order is processed and shipped, you will receive an email with a tracking code. You can use this code on the carrier’s website to track your package.
What if my tracking doesn’t work or my order doesn’t arrive?
If your tracking code doesn’t work after 3–5 business days, or if your order hasn’t arrived within the estimated timeframe, please contact us immediately at support@nuexlo.co.za. We will help investigate and find a solution.
🔁 4. Returns
How many days do I have to return a product?
You can return a product within 30 days of receiving your order.
Which products are excluded from returns?
Intimate or hygiene products (e.g., underwear or earrings) can only be returned if the sealed packaging is unopened, or if it can be clearly shown that they have not been used.
How does the return process work (3 steps)?
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Request a return: Email support@nuexlo.co.za with your order number and reason for the return. You will receive a form and instructions.
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Send the item: Pack the item carefully with the form and send it with a tracking code.
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Receive your refund: After receipt and inspection, we will process your refund within 7–14 business days.
Are returns free?
Return costs are the responsibility of the customer, unless the return is due to our error or a damaged product on arrival.
What if my product arrived damaged?
If your product arrived damaged, contact us at support@nuexlo.co.za within 48 hours of receipt. Send clear photos of the damage, and we will offer a solution.
Can I cancel if my order has already been shipped?
Once an order has been shipped, it cannot be cancelled, but you can return the product once received following our return process.
How long will it take to receive my money back?
Once we have received and inspected your return at our warehouse, your refund will be processed within 7–14 business days via the original payment method.
Do you accept returns after 14 days?
Yes, we accept returns up to 30 days after receiving your order, provided the return conditions are met.