NOLLUMI CLIENT CARE
Frequently asked questions
Thoughtful answers for choosing, caring for and enjoying your NOLLUMI favourites.
Client care
Product & Care
How should I care for my squishy?
Follow any care instructions provided with the product. Otherwise, wipe gently with a soft, slightly damp cloth and allow it to air-dry fully. Do not soak it or use strong cleaners, direct heat or sharp objects.
Will every piece look and feel identical?
Soft products may show small differences in colour, finish or feel. If you are unsure whether something is a quality issue, keep the item and packaging and contact Client Care before using or discarding them.
Are NOLLUMI products edible?
These products are not food and must not be eaten. Follow all warnings, age guidance and supervision instructions on the product packaging. If packaging information is missing or unclear, do not use the product and contact Client Care.
Client care
Orders & Delivery
How do I know my order was received?
After checkout is successfully completed, an order confirmation page appears. An order confirmation is also sent to the email provided at checkout. If it does not arrive, check spam and contact Client Care with the name and email used at checkout.
Can I change or cancel an order?
Contact Client Care as soon as possible. Changes and cancellations are not guaranteed. If fulfilment has begun, we may be unable to change or cancel the order. This does not affect any rights for faulty goods.
Where can I find my tracking information?
Once our fulfilment partner or carrier adds tracking to your Shopify order, it will appear in your account and may be included in a shipping update email. Carrier updates can take time after collection.
When will my order arrive?
Estimated delivery is 8–12 days after dispatch. Special circumstances, including peak periods, severe weather, carrier disruption, customs processing, remote destinations or public holidays, may delay dispatch or delivery. Available delivery services and final costs are confirmed at checkout.
Do you deliver internationally?
Available destinations and shipping options are shown at checkout. Delivery estimates are not guaranteed and may be affected by fulfilment, carriers, customs or local conditions. Tracking is available only when provided by the fulfilment partner or carrier. Import duties, taxes or fees may be charged by the destination and may not be included at checkout.
Client care
Membership & Account
What is included with NOLLUMI Membership?
Current membership benefits, price, term and eligibility are shown on the Membership page and at checkout. Complimentary standard shipping applies only to eligible orders when the benefit appears in the checkout total.
How does membership renewal work?
If you choose a recurring membership, the renewal schedule is shown before purchase. Contact Client Care before the next renewal date to request that future renewal be turned off. The current paid term continues until its stated end date.
Where can I manage my membership?
Sign in with the email used for purchase to review your current membership status. Contact Client Care for help with future renewal or payment questions.
Can I see previous orders in my account?
Sign in to view orders associated with that customer account. An order placed as a guest or with a different email may not appear.
Client care
Returns & Support
Can I return an item?
Change-of-mind returns are not offered unless a separate published policy says otherwise. If your item has a possible quality issue, keep the item, packaging and shipping label and follow the quality-issue process below. Nothing here limits rights under applicable consumer law.
What if my product has a quality issue?
Before opening the parcel, start a continuous unboxing video showing the sealed parcel, shipping label, opening and first inspection. If you believe the product has a quality issue, contact NOLLUMI Client Care with your order number, video, clear photos of the item and packaging, and keep everything while we review the case. If we confirm a qualifying quality issue for an item purchased on nollumi.com, we will send a new replacement at no additional cost. This replacement support does not limit any rights available under applicable consumer law.
When will an approved refund appear?
If NOLLUMI approves a refund, it is submitted to the original payment method. The time for funds to appear is controlled by the payment provider and financial institution.
How can I contact NOLLUMI Client Care?
Open Client Care to start a secure conversation. If a specialist is online, replies appear in the chat. If the team is away, leave your message and we will email you when a reply is ready so you can return to the conversation. You can also email support@nollumi.com directly. Include your order number when your question relates to a purchase.