FAQs

How can I contact Nexu?

You can email us at info@nexuvoyage.com where our customer service team will be happy to assist you with any inquiries!

Do you ship worldwide?

Yes, we ship worldwide.

Where do you ship from?

We ship from our warehouse in Hong Kong.

Can I change or cancel my order?

As we strive to process orders as quickly as possible, any change or cancellation requests must be made within 12 hours of placing the order. Requests made after this period will not be accepted. However, once you receive your order, you can return it for a full refund.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal.

When will my order be processed?

All orders are handled and shipped out from our warehouse. During holidays and sale periods, please allow extra time for processing. We process orders between Monday and Friday, typically within 1-3 business days of the order date. Once processed, orders will be shipped the following business day. Please note, we do not ship on weekends.

How long will it take to receive my order?

Due to high demand, orders may take between 2-4 weeks to arrive, depending on your location.

What if I don't receive my order?

If your order has not arrived within 30 days after shipping, you are eligible for a full refund.

Will I be charged with customs and taxes?

The prices displayed on our website are tax-free in US Dollars. However, depending on your local customs regulations, you may be liable for duties and taxes once your order arrives. Any related charges, such as import taxes and customs fees, are determined by your local customs office and are your responsibility. We do not cover these costs. For any delays caused by customs, please contact your local customs office for further details.

How do I return an item?

Please contact us at info@nexuvoyage.com for return instructions.

What if the item(s) I received are defective/incorrect/damaged?

If you receive a defective, incorrect, or damaged item, please reach out to us at info@nexu.shop with your order number, photographs of the item(s), and any relevant details. We will work quickly to resolve the issue.

When will I receive my refund?

Refunds will be credited to your original form of payment. If you paid by credit or debit card, the refund will be sent to the card-issuing bank within 7-10 business days of receiving the returned item or cancellation request. For questions regarding when the refund will appear in your account, please contact your card-issuing bank. If you haven’t received your refund yet, contact your bank/credit card company as it may take some time before it is posted.