Frequently Asked Questions

On each product page, you will find information about the fit and cut 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 care team.

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

We recommend choosing according to your preferred fit. If you are looking for a more fitted effect, choose the smaller size; if you prefer a looser fit, choose the larger size.

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

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

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 on the product page. We will notify you by email as soon as it becomes available again.

Store availability is not displayed on the website. To check whether an item is available, it is necessary to contact the store directly.

Not necessarily. The items, colours, and stock available may vary between the online store and physical stores, as the selection intended for each channel is not always the same. To confirm availability in a specific store, it is necessary to contact the store directly.

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

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

Enjoy the benefits of Club Nice, save your shipping and billing addresses, consult your order history and status, and speed up future purchases without having to enter your details again.

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 address and password.

We recommend checking that your email address 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 care team and we will help you resolve it as soon as possible.

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

Check your spam or junk mail folder. If you still do not receive it, contact our customer care team and we will help you resolve the issue.

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

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

No, at the moment the invoice is sent together with the order. If you need an additional copy, you can contact our customer care team and we will be happy to 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 address to ensure the proper management of orders and Club Nice points.

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

Yes. You can subscribe to our newsletter through the website or from your customer account to receive news, 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 your inbox is not full. Also, you can check that your newsletter subscription is still active. If everything seems correct and you are still not receiving them, please contact our customer care team so we can help you solve the issue.

By clicking on the “unsubscribe” link that you will find in any of our emails or by contacting our customer care team.

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

For every purchase made in our online store and participating physical stores. For every €20 spent, you earn 1 Nice point, equivalent to a €1 discount on your next purchase. To redeem your 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 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 redeem Nice points during sales periods or other promotional campaigns.

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. In the case of a partial return, the points will be adjusted proportionally according to the returned items.

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

The available options will be shown during the checkout process before confirming your order.

• Visa
• Mastercard / Maestro
• PayPal
• Google Pay

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

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 processed at the moment your order is confirmed.

It is not possible, as the payment method is linked to the order once it has been confirmed.

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 care team.

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

There may be different reasons: expired card, incorrect details, purchase limit reached, or your bank’s security verification. Please also make sure you 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 has not been completed. This hold is automatically released according to your bank’s conditions.

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

We ship both nationally and internationally (excluding the United States). If your country does not appear in the list during the checkout process, we recommend selecting the corresponding region and language from the website menu or contacting our customer care 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 consult your order history.

You just need to select the items you like, choose the size and colour, and click on “Add to basket”. Then follow the checkout process: click on “Proceed to checkout”, 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 within the shopping basket before confirming your order.

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

Yes, in Spain, Portugal, and France. You can select the in-store pickup option during the checkout process 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 the checkout process. In this case, the order will be sent with the usual packaging and will always include the invoice. We currently do not offer gift wrapping or specific gift packaging.

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

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

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

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

We recommend contacting our customer care 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 care 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 separate new order.

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

In the event of a stock issue, our customer care team will contact you to offer an alternative solution or a refund for the item.

• Germany, Belgium, France, Italy, Luxembourg, Netherlands: €11
• Rest of European countries: €15

Shipping costs do not include customs duties, taxes or import fees that may apply to shipments outside the European Union.

These charges are always the responsibility of the customer and must be paid directly to the relevant authorities or transport company upon delivery.

IF THE RECIPIENT REFUSES THE SHIPMENT OR FAILS TO PAY THE APPLICABLE CUSTOMS DUTIES OR FEES, THE ORDER WILL BE CONSIDERED TO HAVE BEEN CORRECTLY DISPATCHED AND WILL NOT BE ELIGIBLE FOR A REFUND. SHOULD THE PARCEL BE RETURNED TO OUR WAREHOUSE, NICE THINGS PALOMAS S. RESERVES THE RIGHT TO DEDUCT FROM ANY REFUND THE ORIGINAL SHIPPING COSTS, RETURN SHIPPING COSTS, AND ANY OTHER EXPENSES INCURRED AS A RESULT OF THE RETURN OF THE PARCEL

Yes. Shipping is free for orders over €140, depending on the country and subject to the minimum purchase amount.
* If, due to a return made within the established period, the final order amount falls below €140, 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 collection at Nice Things Paloma S. stores in Spain, Portugal and France (excluding Andorra and shopping centres).

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

The usual delivery time is 2 to 5 working days, depending on the destination. During high-demand periods, delivery times may be slightly longer.

Yes. Once shipped, you will receive an email with the 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 not to update immediately. It may take a few hours to reflect changes after the order has been collected by the courier. If there is no update after 24 hours, we recommend contacting our customer service team so we can check it for you.

It is not possible to modify the delivery address of an order already in transit. In this case, you may manage possible changes directly with the courier company using the tracking number, whenever the courier allows it.

The management of the delivery date or time slot depends directly on the courier company. We recommend using the tracking link to check whether the courier allows delivery modifications or contacting them directly.

The courier company will reschedule the delivery for the next working day or, in some cases, the order may be left at the nearest collection point, where you can collect it whenever it is most convenient for you.

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

In some cases, once the order has been shipped, you can manage the change to a collection 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 collection point. In any case, this information will always be indicated on the shipment tracking page provided by the courier.

The order 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, the shipping costs will be applied according to the destination/origin of the package.

If your order is delayed beyond the estimated delivery period, we recommend contacting our customer service team so we can check it for you.

It is not possible to cancel an order once it has been shipped. In this case, you must refuse the delivery when the courier attempts it. Once the order is returned to our warehouse, the refund for the products will be processed, excluding shipping costs. If the order benefited from free shipping, the shipping costs will be applied according to the destination/origin of the package.

No, we do not offer direct exchanges. If you would like a different size or colour, you will need to return the item and place a new order for the preferred one.

We recommend contacting our customer service team as soon as possible so we can provide you with a solution.

From your customer profile, in the “My orders” section. When accessing the order, you will be able to 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.

It is possible that your order status has not yet been updated correctly. After shipment, the order may take up to 48 hours to change from “Shipped” to “Completed”, which is when the return option becomes active. 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 process it.

You have 15 calendar days from the date of receipt of the order.

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

Returns have the following costs:

• Germany, Belgium, France, Italy, Luxembourg, Netherlands: €11
• Rest of European countries: €15

Returns are free only when made in a Nice Things Paloma S. physical store (excluding Andorra and shopping centres).

Return costs do not include customs duties, taxes or import fees that may apply to returns made from outside the European Union.

These charges are always the responsibility of the customer and must be paid directly to the relevant authorities or courier company.

If the customer does not cover these costs and the return generates additional charges for Nice Things Paloma S., the company reserves the right to deduct these amounts from the refund or apply the resulting management costs to the return.

Yes, in this case each return must be correctly identified with its corresponding label included in each parcel to ensure proper processing.

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

Yes. You must attach the two labels provided with the order on the outside of the parcel:

• One with the shipping address and the order barcode.
• Another with the prepaid DHL return label.

If you live outside the European Union, you must wait for an email from Nice Things Paloma S. containing the invoice for the items you wish to return. Please print it and attach it to the outside of the parcel as well.

The prepaid DHL return label is always included inside the parcel together with your order.

You can check it using the following link: https://mydhl.express.dhl/us/en/locator.html

Select the country and enter your city or postal code. Then choose the option “Send a shipment”.

If necessary, tick the boxes “I have a DHL account or a return shipment” and “I have printed a DHL label” to find the most suitable collection point.

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

We cannot guarantee the correct processing of the return or refund. We always recommend registering the return beforehand through your account or contacting our customer service team so we can guide you through the process.

The return cannot be accepted or processed. In this case, the item will be returned to the customer if possible or kept available according to the instructions provided by our customer service team.

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

Always through the same payment method used for the purchase. The processing time may vary depending on the bank or payment provider.

Shipping costs are non-refundable. If the order benefited from free shipping and, due to a return made within the established period, the final order amount falls below €140, shipping will no longer be free and the corresponding shipping cost will be applied, as the promotion conditions will no longer be met.

Shipping costs are non-refundable. If the order benefited from free shipping and, after the partial return, the remaining amount no longer meets the conditions of the promotion, the shipping costs will be deducted from the refund amount.

We recommend contacting our customer service team. We will check 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.

Monday to Friday, from 9:00 to 14:00 (GMT).

Within 24 to 48 working hours depending on the volume of requests.

We are sorry for the inconvenience. We recommend contacting our customer service team as soon as possible so we can provide you with a solution.