Help Center & FAQ

ORDERS 
►  Where is my order?
The first thing to check is if you had your dispatch email? If yes, then it's on its way if not then your order is being prepared and waiting to leave our warehouse. Once you have the dispatch email you can track it yourself via the link in the email we have sent. If you don't have your order number with you, you can get it by logging into your account here and then by going to 'Order History'.
►  Can I cancel or edit my order?
As soon as you place your order, we’re on it and your order might have been already processed and left our warehouse. Please call Customer Services at +44(0)1842 820200 , Monday through Friday, from 9AM to 5PM, GMT and we can attempt to make a cancellation. We are unable to stop a shipment once an order has left our warehouse. However, you can always return your items to us for a full refund. To qualify for a refund, order must be cancelled within 14 days of delivery and then it must be returned to us within 14 days of order cancellation date. Please refer to our Returns section for more information.
►  Can I exchange an order?
Yes. However, we can only offer size exchanges for the same style and color, provided the item is in stock. Please contact us at customercare@nvcathletica.com to process an exchange. If you would like to order a different style or color, you would need to complete a return form and then place a new order for your replacement item.
►  Missing item(s) from my order?
We always double check your order and do our best to ship it in full. However, if an item is unavailable, we will notify you via email and refund you for any missing items.
►  I just placed my order. Can I still make changes to my cart?
Unfortunately, once an order has been placed, we are unable to add or remove items to your order.
DELIVERY
►  How much does shipping cost?
The following shipping rates will be applied to your order at the checkout.
UK MAINLAND
Free Delivery (2-3 days) -- (Available for orders over £40)
Standard Delivery ( 2-3 days) -- £2.95 ( Available for orders under £40)
Next working day by 4:30 pm -- £4.95 (Courier service )
Next working day by 12.00 noon -- £6.95 (Courier service )
Saturday Before 5 pm Delivery Service -- £16 (Courier service )
For orders placed by 4 pm Monday – Friday, delivery will be the next working day by courier service.
Please note that Friday orders will be delivered by courier service on Monday unless a Saturday delivery is selected.
A signature will be required on receipt.
If you miss your delivery you might have to collect from local delivery depot.
EU / EEA COUNTRIES
Standard Free Delivery (3 to 5 Days) -- (Available for orders over €80)
Standard Delivery (3 to 5 Days) -- €14.25
A signature will be required on receipt.
USA
Standard Free Delivery (4 to 7 Days) -- (Available for orders over $100)
Standard Delivery (4 to 7 Days) -- $19.95
A signature will be required on receipt.
CANADA
Standard Free Delivery (4 to 7 Days) -- (Available for orders over C$150)
Standard Delivery (4 to 7 Days) -- C$27
A signature will be required on receipt.
REST OF THE WORLD
Standard Delivery ( 5 to 10 Days) -- £14.95 - Please note this is an estimated amount and actual amount may differ depending on currency exchange rates.
►  Can I update my shipping address?
As long as the order has not yet left our warehouse for shipping, then we will do our best. Please call Customer Services at +44(0)1842 820200 to check if we can change the delivery address.
►  My tracking is showing that my parcel is being returned to sender
Our carrier has been unable to deliver your parcel. (This might have happened due to there was nobody to receive your order at your address or they might not have been able to gain access to your delivery address). If your tracking is showing as being returned to us you can wait for your parcel to come back and we will give you a refund when it does. A typical refund will take up to 21 days, that’s 14 days for the parcel to arrive back at our warehouse and us processing with up to 7 days for it to make its way through the banking system.
RETURNS & REFUNDS
►  What is your return policy?
if you do not like an item or it does not fit, please return it to us for a full refund. if your order placed from UK or any countries within EEA, USA, Canada, Australia and New Zealand then you have 14 days from your order arrival date to request a return. Once we have authorised your return then you have 14 days to ship your item(s).
All other International customers have 14 days from your order arrival date to request a return. Once we have authorised your return then you have further 7 days to ship your item(s) to qualify for a refund.
Please note that no returns will be accepted without a return authorization. A return authorization is created when your return request is approved. All items in your order must be in their original packaging and in original, as-sold condition (i.e. not soiled or obviously worn, unwashed or damaged) with swing tags still attached and accompanied by proof of payment.
All items are returnable, apart from the items marked as final sale.
We reserve the right to return any item that does not comply with our return policy. Please also make sure you keep your proof of postage!
On average your refund can take up to 21 days to show in your account, that is from us receiving your returned items back, processing and the refund going through the bank system.
Faulty items are dealt with individually. Goods are guaranteed against by manufacturing defects and will have to be inspected by us before we can accept them as faulty. Once we are satisfied the goods are faulty then we will offer a full refund.
Please call Customer Services at +44(0)1842 820200 , Monday through Friday, from 9AM to 5PM, GMT or email us at customercare@nvcathletica.com to get your return authorization.
►  Do I have to pay to return an item?
We offer free returns for orders within the UK and for any countries within EU/EEA. We will provide you a prepaid return label to process your return. Please only use our return label to return your items and we will not be able refund your shipping costs if you use your own shipping method. For international returns (including USA, Canada, Australia, New Zealand), customers are responsible for return shipping costs. If your order has been sent to a destination outside of the UK/EU countries, customs, duties, and sales taxes are not refundable through NVC Athletica. However, you may be able to recover these by contacting your local customs office directly.
►  Do I get refunded the initial delivery charge I have paid for my order?
Yes. We'll refund your initial delivery charge if you return all the items from your order. You need to cancel your order with us within 14 days from your order arrival date and request a return authorisation. Once we have authorised your return then you have further 14 days to ship your item(s) if your order placed from UK/EEA, USA, Canada, Australia or New Zealand. For all other International customers have further 7 days from order arrival date to request a return in order to qualify for initial delivery charge refund. If you decide to keep one of the items, then you need to pay for your initial delivery charge.
►  My order has faulty items and I would like to return them. What is your procedure?
We are sorry that our garment is not up to our usual high standards at this instance. Our garments are guaranteed against manufacturing defects and we will have to inspect before we can accept them as faulty. Once we are satisfied the garments are faulty then we can offer you a full refund. Please email us at customercare@nvcathletica.com with the following information;
-Your name
-Your order number
-Faulty product name and code
-Picture of the fault
-Short description of the fault
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