Frequently Asked Questions
Here are a few of the questions we get the most. If you don't see what's on your mind, reach out to us anytime on email.
Order
I cannot check out and remain on my cart page?
This may be a local issue. Please try the following steps to troubleshoot:
- Clear your cache and cookies.
- Try a different web browser or use the incognito mode.
- Ensure your web browser is up to date.
- Try using another device, such as a computer or cellphone.
- Try using the Shopify Mobile app.
- Switch to another internet connection (e.g., cellular network instead of Wi-Fi).
- Make sure pop-ups are not blocked in your browser.
- Disable any firewalls or VPNs.
If the issue persists, please contact us at support@nimblefold.com, and we will assist you further.
Can I change my order?
You can make changes to your order before checking out by modifying your cart.
Once your order has been placed, please contact us at support@nimblefold.com, and we'll try to assist with changes before the order is shipped.
I want to cancel my order, but it has already been processed?
Once an order has been processed, it cannot be canceled. If you no longer wish to receive the order, you may refuse the delivery when the package arrives, marking it as "Return to Sender." Please contact us before returning the item.
If the order hasn't shipped yet, we can assist with canceling it—please contact us immediately at support@nimblefold.com.
Why haven’t I received my order confirmation email?
Sometimes, order confirmation emails take a few minutes to send, or they may land in your spam folder.
Please check your inbox and spam folder again within 30 minutes. If you still haven’t received it, reach out to us at support@nimblefold.com, and we’ll resend the confirmation. We apologize for the inconvenience!
My address is written incorrectly in the order confirmation—what can I do?
If your address is incorrect, please contact us immediately at support@nimblefold.com. We’ll work to resolve this within 24 hours.
Payment
What payment methods do you accept?
We accept PayPal, Google Pay, Apple Pay, and Credit Card Payments, including VISA, Maestro, American Express, and more.
Is my payment information secure?
Yes, your payment information is encrypted and securely processed through Shopify Payments and PayPal. We adhere to the highest security standards to protect your data.
Can I use multiple payment methods for one order?
Unfortunately, we only allow one payment method per order at this time.
Was my payment successful?
Once your order is processed and your card is authorized, payment will be taken immediately. You will receive a confirmation email or SMS (depending on your contact information) to confirm that your order has been successfully charged.
Shipment
Which countries and regions do you ship to?
Currently we ship to UK and USA.
How much is shipping cost, and what is the delivery time?
We offer FREE SHIPPING for orders over GBP 35 in the UK and USD 50 in the USA.
-UK:
Shippment time: Within 7- 15 business days
Shippment cost: £5.99 GBP | Free on orders over £35 GBP
-USA:
Shippment time: Within 7- 20 business days
Shippment cost: $8.99 USD | Free on orders over $50 USD
My order has already been shipped, but I need to change my address—how can I do this?
Unfortunately, we cannot change the shipping address once an order has been shipped. If it’s still not shipped, please contact us immediately at support@nimblefold.com, and we can help you with the address change.
The tracking says my package has been delivered, but I haven’t received it—what should I do?
We're sorry for the inconvenience. Please contact the carrier to check if the package was left with a neighbor or in another location.
If you still cannot locate your package, please contact us at support@nimblefold.com, and we will open a case for a missing package.
Why have I only received part of my order?
Some items may be shipped separately. If you have multiple tracking numbers, the additional shipments may not be visible on your order page.
Please wait 2-3 days for the rest of your order to arrive. If it hasn’t, reach out to us at support@nimblefold.com, and we’ll assist you further.
Do I need to pay for taxes?
No, we cover all taxes. You will not be charged any additional tax fees.
Return & Refund
What is your return policy?
We accept returns within 30 days of delivery. Items must be unused, in original packaging, and in the same condition as when received.
How do I exchange or return your product?
Please email us at support@nimblefold.com and include the following information:
Order Number
Reason for Return (choose one of the following):
• Didn’t suit me
• Wrong / Defective Product (please include pictures)
• Not what I was expecting
• Other reasons
Our customer care team will guide you through the next steps.
I have received the wrong product—what can I do?
We’re very sorry to hear that you received the wrong order. Please contact us at support@nimblefold.com, and we will provide you with further instructions and resolve this as quickly as possible.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to a faulty or incorrect item. Shipping charges will not be refunded for merchandise found to be unsatisfactory.
When will I receive my refund?
Once we receive your returned item, we will process your refund within 5-7 business days. Refunds will be issued to the original payment method. If you have any problem, please feel free to contact with us under support@nimblefold.com.
Are there any items not eligible for a return?
Yes, the following items are not eligible for a refund or replacement:
- Customized products (unless due to our error)
- Items that are not unused, in their original condition and packaging
- Items damaged due to misuse, mishandling, or abnormal use
Support
How can I contact customer support?
You can reach our customer support team by email at support@nimblefold.com or click "Contact Us" to drop a line. We aim to respond within one business day.
How long will it take to get a response?
Our support team typically responds within 24 hours during business days. If you haven’t heard from us after that, please check your spam folder.
What is your privacy policy?
Your privacy is very important to us. Read our Privacy Policy for more details.