SHIPPING

Shipping Methods
Orders are shipped via our affiliate courier FedEX and via Post. All shipments that are sent by Nina Mair are insured against theft and accidental damage. Upon receipt of shipment and written acknowledgement, this insurance coverage ceases to exist. Please be aware that we cannot deliver to post office boxes. We process and send orders during our main service hours, Monday to Friday, from 9:00 am till 6:00 pm CET, with the exception of Austrian public holidays.

Nina Mair is committed to using resources responsibly and avoids expensive warehousing costs. For this reason, most of our products are only produced once we have received an order. This is indicated for each product, and products marked “produced on demand” are delivered after a period of 8-10 weeks. Several smaller products are available immediately. These products are consigned within 5 working days of receipt of payment.

Track your status
As soon as we have shipped your order you will receive an email stating the FedEx or Post tracking number. You can check the status of your order one to two hours after receiving the email. If you do not receive a tracking confirmation after 5 business days from the day you completed your payment, please kindly contact our customer service representatives at support@ninamair.at for more information.

Collective shipment
In order to conserve resources and save shipment costs we ship all products of an order at once. If an order includes products with different delivery times, the longest time of delivery is your point of reference. If you wish to receive certain products earlier, please send an email to support@ninamair.at. Please note that, in this case, we may have to charge additional costs of delivery.

RETURNS

Returns policy
All products that we keep in our warehouse can be returned at no charge. The precise terms can be found in our general terms and conditions. Shipping costs for the return of the product must be paid by the customer. 
If you want to cancel your contract, please note the following criteria:  
The contract must be cancelled in writing within 14 days of delivery, for example by email or by post. We recommend that you use our template form (in our general terms and conditions). Following this, please send the products back to us within 14 days.
 
We can only accept returned products if all the conditions below have been satisfied: 
•    All items must be in mint condition i.e., have not been used and all tags have to be attached
•    All merchandise to be returned has to be sent in one package
•    Return shipments must be made using the service used for original delivery

Refunding the purchase price
Please be aware that it may take a few days for us to process your return after we have received it. After we have received the returned merchandise, we will send you an email concerning your refund. The time it takes for you to get refunded depends on your credit card. The refund should appear on your credit card statement within two months of the return, at the latest.
In case the recipient is not the same person that made the purchase, the refund will be booked onto the credit card holder’s account. Refunds are made in the same currency as the purchase. Potential losses due to currency fluctuations will not be refunded.
In case returned merchandise was purchased using a gift card, a new gift card will be issued.

Custom-made products
Custom-made products from Nina Mair are marked as “produced on demand”, and manufactured to order according to the customer's wishes. We make sure that the product is created and delivered to the customer's full satisfaction. If a custom-made product from Nina Mair is delivered in a damaged condition, it will be repaired or replaced by us. Custom-made products from Nina Mair are excluded from return and refund, from the point that the customer agrees to delivery and production.

Incorrect item, missing item or faulty item
Please contact us if any merchandise you receive is defective, missing and/or incorrect. Please include your order number, photographs of the item(s) and all related references upon receiving of shipment. We will do our very best to resolve your case in a timely manner.

Please note that we can only accept returns from the country which the shipment was sent to. If the shipment was sent to Austria, for instance, we can only accept a return from Austria. Please note that shipping costs will not be refunded. More details about our delivery conditions can be found in our general terms and conditions.
If you have any questions about your delivery please send us an email at support@ninamair.at