Frequently Asked Questions

On each product page you will find information about the cut and fit of the garment. In addition, for some items we 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 fits you.

We recommend choosing according to the fit you prefer. 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 inner label of the garment to ensure proper maintenance.

Yes. There may only be slight variations in handcrafted 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.

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

No, it is not mandatory. You can make your purchases 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, consult the history and status of your orders, and speed up future purchases without having to re-enter your information.

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 “Have you forgotten 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 “Have you forgotten your password?” option on the profile access page. You will receive an email with the instructions to create a new password.

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

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

It is not possible to modify the email address directly from your account. If you need to change it, please 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 the correct 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 news, collections and promotions.

You will receive information about news, 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 is correct and you still do not receive them, contact our customer service team so that we can help you solve it.

By clicking on the “unsubscribe” link that you will find 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 you can use as discounts on your future purchases.

For every purchase made in our online store and associated physical stores. For every €20 purchase, you earn 1 Nice point, equivalent to a €1 discount on your next purchase. In order to redeem points, you must have a minimum of 10 accumulated points.

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

You can redeem your points during the checkout process by applying them as a discount on 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 sales periods or other promotions.

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

The used points 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.

It is not possible to transfer points because they are individually associated with each profile and are non-transferable.

The available options will be shown during the checkout process before completing the 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 charged at the moment your order is confirmed.

It is not possible, as 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 be sent. If after some time you still do not receive it, you can contact our customer service team to verify that the order has been completed correctly.

For different reasons: expired card, incorrect details, purchase limit reached, or due to your bank’s security verification. Also make sure you have your mobile phone at hand for the 3D Secure verification. We recommend checking the entered details 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 service 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 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 advantages 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 on “Add to cart”. Then follow the checkout process: click on “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 within 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, 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 that you can choose the nearest one. Once the order arrives at the store, we will notify you so that you can pick it up within the indicated period.

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 shipped 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 in order to offer them soon.

Once your purchase is completed, you will automatically receive a confirmation email at the email address you used. 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. In addition, 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 ensure correct 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 separate order.

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

• Africa, America (except the United States), Asia and Oceania: €25
• Rest of 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

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

The usual delivery time is 3 to 7 business days, depending on the destination. During periods of high demand, delivery times may be slightly extended.

Yes. Once your order has been 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 information not to update immediately. It may take a few hours to reflect changes after the order has been collected by the carrier. If 24 hours pass without any update, we recommend contacting our customer service team so we can review it.

It is not possible to modify the delivery address once the order is in transit. In this case, you may manage possible changes directly with the transport company using the tracking number, provided the carrier allows it.

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

The transport company will reschedule the delivery for the next business day or, in some cases, the order may be deposited at the nearest collection point, where you can pick it up whenever it is most convenient for you.

We recommend first checking with people in your household or neighbours, as sometimes the carrier may leave the package with someone nearby. If it does not appear, please contact our customer service team as soon as possible so we can review it with the transport company.

In some cases, once the order has been shipped, you can manage the change to a collection point directly from the carrier’s website using the tracking number. This option depends on the availability offered by the transport 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 carrier.

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 experiences a delay beyond the estimated delivery time, we recommend contacting our customer service team so we can review it.

It is not possible to cancel the order once it has been shipped. In this case, you must refuse the delivery when the carrier 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, the shipping costs will be applied according to the destination/origin of the package.

We do not offer direct exchanges. If you would like to exchange an item for another size or colour, you must request a return for the product and place a new order with the item you prefer.

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 must contact our customer service team to manage 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”, at which point the return option is activated. 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.

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

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

Returns have the following costs:

• Africa, America (except the United States), Asia and Oceania: €25
• Rest of countries: €15

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 transport company.

In the event that 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 corresponding refund or apply the costs derived from managing the return.

Yes, in this case each return must be correctly identified with its corresponding label included in each shipment package to guarantee proper management.

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 package:

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

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

The DHL prepaid return label is always included inside the package 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 review the condition of the items. If they meet the indicated conditions, the corresponding refund will be processed.

We cannot guarantee proper management or refund processing. We always recommend registering the return beforehand through your account or contacting our customer service team so we can indicate the steps to follow.

It cannot be accepted or processed. In this case, the item will be returned to the customer if possible or will remain at their disposal according to the instructions of 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 refund timing may vary depending on the bank or payment provider.

Shipping costs are non-refundable.

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 delighted to help you.

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

Within 24 to 48 business 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.