Frequently Asked Questions

Payment

You can pay with us using all common payment methods such as credit card, Paypal, Klarna, Google Pay, Apple Pay or instant bank transfer.

Shipping

In Germany we charge 3.50 EUR per order and offer free shipping for orders over 49EUR. For international orders, fees apply and are calculated at checkout. All orders are shipped tracked with DHL.

Returns

You can return orders free of charge within 30 days via your account. After receipt and inspection, you will receive your refund within 4-7 days.

Get in touch

Do you have questions about our products or your order? We're happy to help. Simply contact us by email at support@nomiactive.eu.

Frequently asked questions

We currently offer five payment methods, which you can explore below and learn how to complete the payment process for each specific provider.

PayPal: You will be redirected to PayPal at the end of the order process. If you are already a PayPal customer, you can log in with your user data in your account and complete the payment. If you are new to PayPal, you can log in as a guest or open a PayPal account and then make the payment.

Klarna Payment: Klarna is a global payment method that gives you a range of payment options during checkout. Pay with Klarna for Buy Now, Pay Later.

Credit Card: To use this method you need to provide the Name and Surname of the card holder, payment card number, expiry date and CVC number. Once all the information has been entered and checked, you can place your order. All credit card payments are secured with a 3D and CVC check, ensuring that our transactions are fraud protected.

To redeem a coupon, please enter the code during the checkout process, not in the shopping cart. Once you enter your coupon code at checkout and click "Apply", either:

- Percentage-based discount code: your order total will be reduced.

- Free Shipping coupon: your shipping costs will be reduced.

You can apply a percentage voucher in addition to that as a next step

Important: Only one promo code can be applied per order. The voucher is applied to the initial order and might change conditions or become not valid if you decide to return some items for a refund.

Shipping in Germany in 3.50 EUR and free of charge for orders of 49 EUR and above.

For shipments to other countries in the European Union a flat fee of 13.99 per shipment is automatically applied in the checkout process.

We currently do not ship to locations outside of the EU.

We usually hand over orders within one business day after we have received your payment. After the order has been shipped, you will receive an email update with the tracking information.

Alternatively, you can log into your account and find your latest order under "Order History".

Orders within Germany are usually delivered within 3 business days. Shipments to other European countries take 7-10 days to deliver.

If you want to cancel your order before shipping, please get in touch with us.
There is only a short window of time in which orders can be successfully cancelled.
If your order cannot be cancelled and has been shipped already, you can either refuse the delivery and parcel will be returned back to us, free of charge or create a free return and ship the order back to us.

After your order has been placed, we unfortunately can no longer change the address, items, sizes, or the payment method of the order.

Incorrect Address
Once an order is placed, we unfortunately can’t change the address anymore. When you receive the tracking link, please contact the carrier directly to request a delivery update and e.g. route the parcel to a parcel shop.

Order Returned to Sender
If your parcel is returned to us, we’ll issue a refund as soon as it arrives back. To receive your items, please place a new order with the correct details.

Missing Item
If an item is missing, contact us with your order number and the missing product details. We’ll sort it out as quickly as possible.

Wrong Item Received
If you received the wrong item, please contact us. We’ll send a prepaid return label and refund you once it’s returned. You can reorder the correct product anytime.

Damaged Item
We are sorry that you have received a damaged item. Please reach out via our Contact Form with photos and your order number and we will organize a free return and replacement for you.

You can return your item(s) within 30 days after you have received them for a refund.

If you requested a return within the 30-day window after receiving your order but are unable to return the package on time, please contact us, so we can adjust the return period.

Here's what we need to process your refund:

Items must be returned in the original condition:

Not worn or used (it's okay to try on an item, but please avoid wearing the item)
Original packaging intact (boxes, bags, or protective wrapping)
Original tags and labels attached
No signs of wear or damage (e.g. stains, odors, tears or alterations)

All returned items are carefully inspected to ensure they meet these conditions. If an item shows signs of wear or damage, we won't be able to process a refund. Please make sure the tags are still attached.

Please log into your account here to find the order you want to return or click on the "View your order" button in your order confirmation email.

In the order, please click on "Request a Return", select which items you want to return and why and then request the return.

If your order is eligible for a return, we will send you a free return shipping label in the next 24-48 hours. Please use this label to ship the return to us.

Once your items arrive at our warehouse, we'll process your refund within 7-10 working days.

Unfortunately we do not offer exchanges today. Please return your order to us and place a new order the right article.