Frequently Asked Questions

On each product page you will find information about the cut and fit of the garment. In some items, we also indicate the size worn by the model in the images to help guide you better. If you have any doubts, you can consult our size guide or contact our customer service team.

You can consult it on each product page. It will help you choose the size that best suits you.

We recommend choosing based on the fit you prefer. If you are looking for a tighter fit, choose the smaller size; if you prefer a looser fit, choose the larger size.

On each product page you will find detailed information about composition, characteristics, and garment care.

We always recommend following the washing instructions indicated on the inside label of the garment to ensure proper care.

Yes. There may only be slight variations in handmade products.

The item may be temporarily out of stock. You can subscribe to the availability alert from the product page. We will notify you by email as soon as it becomes available again.

Store availability is not shown on the website. To check whether an item is available, you need to contact the store directly.

Not necessarily. Items, colors, and stock availability may vary between the online store and physical stores, as the selection for each channel is not always the same. To confirm availability in a specific store, you need to contact it directly.

It is a personal space where you can manage your data and check information related to your orders in our online store.

No, it is not mandatory. You can shop as a guest. However, creating a profile will allow you to enjoy a faster and more convenient shopping experience.

Use the advantages of Club Nice, save your shipping and billing addresses, check your order history and status, and speed up future purchases without having to re-enter your details.

You can create your profile during the checkout process or directly from the “My Account” section on the website by following the indicated steps.

By clicking on “My Account” at the top of the website and logging in with your email and password.

We recommend checking that your email and password are correct. If you do not remember them, you can use the “Forgot your password?” option to reset it. If the problem persists, contact our customer service team and we will help you solve it as soon as possible.

You can reset it from the “Forgot your password?” option on the profile login page. You will receive an email with instructions to create a new password.

Check your spam or junk folder. If you still do not receive it, contact our customer service team and we will help you solve it.

Yes, you can access your profile at any time to update your personal details, addresses, or preferences.

It is not possible to modify the email directly from your account. If you need to change it, contact our customer service team.

No, at the moment the invoice is sent together with the order. If you need an additional copy, you can contact our customer service team and we will gladly send it to you.

It is not possible to create more than one account with the same email address. Each customer account must be associated with a unique email to ensure proper management of orders and Club Nice points.

Contact our customer service team and we will help you manage it.

Yes. You can subscribe to our newsletter from the website or from your customer account to receive updates, collections, and promotions.

You will receive information about new arrivals, collections, promotions, and content related to Nice Things Paloma S.

We recommend first checking your spam or junk mail folder, as well as making sure that your inbox is not full. You can also check that your newsletter subscription is still active. If everything seems correct and you are still not receiving them, contact our customer service team so we can help you solve the issue.

By clicking on the “unsubscribe” link included in any of our emails or by contacting our customer service team.

It is our loyalty program. With every purchase made in physical stores and online (excluding shipping costs), you accumulate points that can be used as discounts on future purchases.

With every purchase made in our online store and participating physical stores. For every €20 spent, you receive 1 Nice point, equivalent to a €1 discount on your next purchase. To redeem points, you must have accumulated a minimum of 10 points.

Your points balance can be found in the “My Account” section within your customer profile, under “Club Nice”.

You can redeem your points during the checkout process by applying them as a discount to your order, provided that you have reached the required minimum.

No, they do not expire. However, they cannot be combined with other promotions. It is not possible to accumulate or use Nice points during sale periods or other promotions.

The points accumulated from that purchase will be deducted from your points balance once the return has been processed.

The points used will be refunded to your balance once the return has been processed, provided that the order conditions are met. If the return is partial, the points will be adjusted proportionally according to the returned items.

No, points cannot be transferred because they are individually linked to each profile and are non-transferable.

The available options will be displayed during the checkout process before completing your order.

• Visa
• Mastercard / Maestro
• PayPal
• Google Pay
• Bizum
• SeQura (payment in 3 installments) for Spain and Portugal on orders over €50

You can split the payment of your order into 3 monthly installments with no interest. The first payment is made at the time of purchase and the remaining two are automatically charged during the following two months.

No, all orders must be paid using the payment methods available during checkout.

Yes, all transactions are carried out through secure and protected payment systems. We use security protocols that guarantee the confidentiality of your data: SSL encryption and 3D Secure system.

The payment is charged at the moment your order is confirmed.

No, it is not possible. The payment method is linked to the order at the moment of confirmation.

You will receive an order confirmation email. If you do not receive it, we recommend checking your spam or junk mail folder, or contacting our customer service team.

We recommend checking your spam or junk mail folder. In some cases, it may take a few minutes to arrive. If you still do not receive it after some time, you can contact our customer service team to verify that the order was placed correctly.

For different reasons: expired card, incorrect information, purchase limit reached, or due to your bank’s security verification. Make sure you also have your mobile phone nearby for the 3D Secure verification. We recommend checking the information entered or contacting your bank.

In some cases, the bank may place a temporary hold on the amount, even if the order was not completed. This hold is automatically released according to your bank’s conditions.

Yes. You can request your invoice by contacting our customer service team.

We ship nationally and internationally (excluding the United States). If your country does not appear during checkout, we recommend selecting the corresponding region and language from the website menu or contacting our customer service team for more information.

No, it is not necessary. You can place your order as a guest user. However, creating an account will allow you to enjoy the benefits of Club Nice, speed up future purchases, and check your order history.

You just need to select the items you like, choose the size and color, and click “Add to cart”. Then follow the checkout process: click “Start order”, enter your details, select the shipping method and payment method, and confirm your order.

You can enter your discount code in the “Do you have a discount code?” field inside the shopping cart before confirming your order.

Select the corresponding region and language from the menu located at the bottom right of the website.

Yes. You can select the in-store pickup option during checkout and receive your order at a Nice Things Paloma S. physical store. During checkout we will show you the available stores according to your location so you can choose the nearest one. Once the order arrives at the store, we will notify you so you can collect it within the indicated timeframe.

Yes, you can place an order as a gift by entering the recipient’s address during checkout. In this case, the order will be sent with the usual packaging and will always include the invoice. Currently, we do not offer gift wrapping services or specific gift packaging.

At the moment we do not offer gift cards, but it is something we are working on to provide in the future.

Once your purchase is completed, you will automatically receive a confirmation email at the email address you provided. This email includes the order number, a summary of the purchased items, and the shipping details. If you cannot find it, also check your spam or junk mail folder. Additionally, you can check the status of your order at any time from your account under the “Orders” section.

Yes, you can use the tracking link that you will receive by email once your order has been shipped.

No, each order is processed independently to guarantee proper management and delivery.

We recommend contacting our customer service team as soon as possible. If the order has not yet been prepared, we will try to help you correct the information. Once prepared or shipped, it will no longer be possible to modify it.

If your order has not yet been prepared, we can help you modify the delivery address. We recommend contacting our customer service team as soon as possible.

It is not possible to modify or add new items to a confirmed order. If you wish to include more products, you will need to place a new order separately.

If your order has not yet been prepared, we will do everything possible to help you. We recommend contacting our customer service team as soon as possible.

In case of stock issues, our customer service team will contact you to offer an alternative solution or a refund for the item.

• Spain (Peninsula and Balearic Islands): €4
• Spain (Canary Islands): €8
• Spain (Ceuta and Melilla): €8
• Portugal: €8

Yes. Shipping is free for orders over €120, subject to the minimum purchase amount.

* If, due to a return within the established period, the final order amount falls below €120, shipping will no longer be free and the corresponding shipping cost will be applied, as the promotion conditions will no longer be met.

We also offer free shipping with in-store pickup at Nice Things Paloma S. stores in Spain and Portugal (excluding Andorra and shopping centers).

Orders are prepared within 24–48 business hours. Once shipped, you will receive an email with the tracking number.

Standard delivery time is between 2 and 5 business days, depending on the destination. During high-demand periods, delivery times may be slightly longer.

Yes. Once your order has been shipped, you will receive an email with a tracking number so you can check the status of your shipment at any time.

For domestic shipments within Spain and Portugal we use GLS. For international shipments we work with DHL.

It is normal for tracking updates not to appear immediately. It may take a few hours for updates to appear after the carrier collects the package. If there has been no update after 24 hours, we recommend contacting our customer service team so we can review it.

It is not possible to change the delivery address once the order is in transit. In this case, you may be able to manage changes directly with the courier company using the tracking number, if the carrier allows it.

Once the order has been shipped, managing the delivery date or time slot depends directly on the courier company. We recommend using the tracking link to check whether the carrier allows delivery changes or contacting them directly.

If you are not at home at the time of delivery, the courier company will reschedule delivery for the next business day or, in some cases, the order may be delivered to the nearest pickup point where you can collect it at your convenience.

We recommend first checking with people in your household or neighbors, as sometimes the courier may leave the package with someone nearby. If it still cannot be found, contact our customer service team as soon as possible so we can review it with the courier company.

Yes. In some cases, once the order has been shipped, you can change delivery to a pickup point directly through the courier’s website using the tracking number. This option depends on the availability offered by the courier company in your area and can be selected once the shipment is in transit.

The collection period may vary depending on the selected pickup point. In any case, this information will always be indicated on the shipment tracking page provided by the courier.

If the order is not collected within the established time period, it will be returned to our warehouse. Once received, the refund for the products will be processed, excluding shipping costs. If the order benefited from free shipping, shipping charges will be applied according to the destination/origin of the package.

If your order is delayed beyond the estimated delivery time, we recommend contacting our customer service team so we can review it.

It is not possible to cancel an order once it has been shipped. In this case, you must refuse delivery when the courier attempts to deliver it.

Once the order returns to our warehouse, the refund for the products will be processed, excluding shipping costs. If the order benefited from free shipping, shipping charges will be applied according to the destination/origin of the package.

We do not offer direct exchanges. If you would like a different size or color, you will need to request a return and place a new order for the preferred item.

If you receive a defective or incorrect item, we recommend contacting our customer service team as soon as possible so we can provide a solution.

You can request a return from your customer profile in the “My Orders” section. Once inside the order, you can select the items you wish to return and the reason for the return.

If you placed your order as a guest, you will need to contact our customer service team to arrange the return.

Your order status may not yet have been updated correctly. After shipment, it can take up to 48 hours for the order status to change from “Shipped” to “Completed”, at which point the return option becomes available.

We recommend waiting for this update. If after this period you still cannot see the return button, please contact our customer service team and we will help you manage it.

The return request period is 15 calendar days from the date of delivery.

Items must be in perfect condition, with original tags attached and original packaging intact, or in suitable alternative packaging that guarantees proper protection during transport.

No, returns are free when made in a Nice Things Paloma S. physical store (excluding Andorra and shopping centers) or at GLS pickup points.

Home return costs are:
• Spain: €4
• Portugal, Canary Islands, Ceuta and Melilla: €8

Yes, it is possible to return items from different orders in the same shipment. In this case, each return must be correctly identified with its corresponding label included in each package to ensure proper processing.

Only one free return per order is allowed within the established period. If you need to make a second return from the same order, it must be managed at your own expense or may be subject to an additional fee.

No, the label included in the package identifies your order, but it is not a prepaid GLS return label.

To return your parcel at a GLS pickup point, you must download the label from the following link: https://www.gls-returns.com/#/m/nice-things

No, you can simply show the label on your mobile phone at the GLS pickup point.

You can check the nearest GLS pickup point by entering your address or postal code in the GLS pickup point locator: https://gls-group.com/ES/es/parcel-shops/localizador-puntos/

We recommend keeping a copy of the return label and tracking the shipment to check when it arrives at our warehouse. Once received, our team will inspect the returned items. If they meet the stated conditions, the refund will be processed.

We cannot guarantee proper handling or refund processing if the return has not been previously requested through the appropriate channels.

Returns sent outside the established period cannot be accepted or processed. In this case, the item may be returned to the customer if possible or held available according to the instructions from our customer service team.

Once the return has arrived at our warehouse, the refund will be processed within a maximum of 14 days. We will notify you by email once completed.

Refunds are always issued using the same payment method used for the purchase. Processing times may vary depending on the bank or payment provider.

Shipping costs are non-refundable. If the order originally qualified for free shipping and, due to a return, the final order amount falls below €120, the corresponding shipping cost will be deducted.

Shipping costs are not refunded in partial returns. If the order benefited from free shipping and the remaining amount after the partial return no longer meets the conditions, shipping costs will be deducted from the refund amount.

We recommend contacting our customer service team. We will review the status of the return and inform you as soon as possible.

You can contact our customer service team through the contact form or by email at [email protected]. We will be happy to help you.

Our customer service team is available Monday to Friday, from 10:00 AM to 2:00 PM.

We aim to reply to all enquiries as quickly as possible within these hours, usually within 24 to 48 business hours depending on the volume of requests.

We are sorry for the inconvenience. In this case, we recommend contacting our customer service team as soon as possible so we can provide a solution.