Shipping policy

Last updated: 21 August 2026

"Business Days" means Monday to Friday, excluding public holidays and Bank Holidays in England and Wales.
"Calendar Days" means all days of the week, including weekends and public holidays.

Processing Times

We aim to process all orders within 2 Business Days of being placed, unless otherwise stated on the relevant product page during launch periods, pre-orders or seasonal releases.

Once your order has been dispatched, you will receive a confirmation email containing your tracking information. Where available, you may also receive updates at key delivery stages.

Shipping

We currently ship within the United Kingdom, excluding the Isle of Man.

Orders are sent using fully tracked delivery services. Our estimated standard delivery time is 2 Business Days from dispatch.

Customers in certain locations, including the Scottish Highlands and Northern Ireland, may experience longer delivery windows. Where a courier applies an additional delivery charge, this will be shown at checkout before you place your order.

Delivery times are estimates and are not guaranteed. Occasionally, deliveries may be affected by courier disruption, adverse weather, high-volume trading periods or other circumstances outside our reasonable control.

If your delivery is materially delayed, please contact us via our Contact form or at hello@nsisimu.com and we will investigate.

Goods remain our responsibility until they are delivered into your physical possession, or into the physical possession of a person you have identified to receive them. Where you have specifically authorised delivery to a nominated safe place, neighbour or other location, delivery in accordance with those instructions may constitute delivery to you.

Nothing in this section affects your statutory rights.

International Shipping

We do not currently ship outside the United Kingdom, including to Jersey, Guernsey or the Isle of Man.

We intend to introduce international shipping in the future. Please subscribe to Keeping Company to be notified when international delivery becomes available.

Incorrect Shipping Information

Please check your delivery address carefully before placing your order.

If you notice an error after placing your order, please contact us via our Contact form or at hello@nsisimu.com as soon as possible. We will do our best to amend the details before dispatch but cannot guarantee that changes will be possible once an order has entered processing.

If an order has already been dispatched to the address you supplied, we may be unable to redirect or recover it. Where additional delivery costs arise because incorrect or incomplete delivery information was provided, you may be responsible for those reasonable additional costs.

This does not apply where the delivery error was caused by us or our delivery partner.

Pre-Orders

For pre-order products, the estimated dispatch timeline will be clearly stated on the relevant product page. Payment for pre-order products is taken in full when the order is placed.

If your order contains both in-stock and pre-order products, we will normally hold the order and dispatch everything together once the pre-order product becomes available.

If you would prefer an in-stock product to be dispatched separately, please contact us via our Contact form or at hello@nsisimu.com before or shortly after placing your order.

Where we are able to arrange a split shipment at your request, an additional delivery charge may apply. We will let you know before arranging the additional shipment.

Cancellations

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible via our Contact form or at hello@nsisimu.com.

We will do our best to stop the order before dispatch. However, we cannot guarantee this once your order has entered processing.

If your order has already been dispatched, we may be unable to intercept it. This does not affect any statutory right you may have to cancel the order after dispatch.

Your Statutory Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you generally have the right to cancel an online order for physical goods without giving a reason.

For most products, you must tell us that you wish to cancel within 14 Calendar Days beginning on the day after you, or a person nominated by you, receives the goods.

If a single order is delivered in separate shipments, the cancellation period will generally begin on the day after you receive the final part of the order.

To cancel, contact us at hello@nsisimu.com with your name, order number and a clear statement that you wish to cancel. You may also use the Model Cancellation Form at the end of this policy, although you are not required to do so.

Once you have notified us of your cancellation, you must return the goods without undue delay and no later than 14 Calendar Days after telling us that you wish to cancel.

For a change-of-mind cancellation, you are responsible for the direct cost of returning the goods to us. We strongly recommend retaining proof of postage or using a tracked service.

Body Fragrance and Sealed Products

Certain sealed products may be unsuitable for return for health protection or hygiene reasons.

Where a NSÌSÌMU body fragrance or other product falls within this statutory exemption, your right to cancel will not apply once the relevant hygiene or protective seal has been broken after delivery.

Where this exemption applies to a particular product, this will be made clear on the relevant product page before purchase.

This restriction does not affect your rights if the product is faulty, damaged, incorrectly supplied or otherwise does not conform to your statutory rights.

Condition of Returned Products

Where you exercise your statutory right to cancel, you may inspect the goods in the same way that you reasonably could before purchasing them in a shop.

You are responsible for any reduction in the value of the goods caused by handling them beyond what is reasonably necessary to establish their nature, characteristics and functioning.

Where excessive handling, use or damage has reduced the value of a returned product, we may make an appropriate deduction from your refund, up to the amount permitted by law.

For example, burning a candle would ordinarily go beyond what is reasonably necessary to inspect it and is likely to materially reduce its value.

Where products are sold together as a set, the complete set should be returned. Missing, used or damaged components may result in an appropriate deduction from the refund where their condition has reduced the value of the returned set.

Where possible, please return products in their original packaging with any accompanying materials. We may take missing or damaged packaging into account where it has genuinely reduced the value of the product, but retaining original packaging is not itself a condition of exercising your statutory rights.

Faulty, Damaged or Incorrect Items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

If your product arrives damaged, is faulty, is not as described or you receive the wrong product, please contact us as soon as possible via our Contact form or at hello@nsisimu.com.

Please provide your name, order number and a description of the issue. Where possible, please also include clear photographs of the product, the issue and any relevant packaging. Photographs help us assess what has happened and, where appropriate, raise the matter with our delivery partner, but providing photographs does not replace or restrict your statutory rights.

If goods do not meet the requirements of the Consumer Rights Act 2015, you may be entitled to a refund, repair or replacement depending on the circumstances and when the issue is reported.

You generally have a short-term right to reject qualifying faulty goods within 30 Calendar Days.

After the initial 30-day period, you may be entitled to a repair or replacement. If an appropriate repair or replacement is unavailable, unsuccessful or cannot be provided within a reasonable time and without significant inconvenience, you may have further rights, including a price reduction or refund.

Where an item is faulty, damaged in transit or incorrectly supplied and a return is required, we will cover the reasonable cost of returning it to us where required by law.

These rights are separate from your change-of-mind cancellation rights.

How to Return an Item

Please contact us via our Contact form or at hello@nsisimu.com before sending your return so that we can provide the correct return instructions and identify your parcel when it arrives.

Please do not send returns to our registered office unless we have specifically instructed you to do so.

For change-of-mind returns, you are responsible for the direct cost of return postage. We recommend using a tracked service or retaining proof of postage.

Contacting us first allows us to process your return efficiently but does not make a statutory right to cancel dependent on our approval.

Refunds

Our normal process is to assess a returned product once it reaches us before calculating and processing any refund due.

Where a product has been handled, used or damaged beyond what is reasonably necessary to inspect it, we may make an appropriate deduction from the refund to reflect the resulting reduction in value, as permitted by law.

For an eligible change-of-mind cancellation, your refund will include the amount paid for the eligible returned goods together with the cost of our least expensive standard delivery option available for your order. If you chose a more expensive or upgraded delivery service, the additional amount paid for that service will not be refunded.

The cost of returning a change-of-mind purchase to us is your responsibility.

Where permitted by law, we may withhold reimbursement until we have received the returned goods or you have provided satisfactory evidence that they have been sent back, whichever occurs first.

We will make any reimbursement due without undue delay and no later than 14 Calendar Days after we receive the returned goods or, if earlier, within 14 Calendar Days after you provide satisfactory evidence that the goods have been sent back.

Where we receive the returned goods before the applicable refund deadline, we will inspect their condition before calculating and processing the refund.

Refunds will be made to the original payment method unless otherwise agreed.

Where goods are faulty, damaged in transit or incorrectly supplied, we will also refund any delivery or reasonable return costs that we are required to reimburse by law.

Lost or Delayed Parcels

If your parcel is significantly delayed, your tracking information has not updated or you believe your parcel may be lost, please contact us via our Contact form or at hello@nsisimu.com.

We will investigate the delivery with the courier on your behalf.

You may also contact the courier directly using your tracking information if you wish, but you are not required to resolve an issue with our delivery partner yourself.

Where a parcel is confirmed as lost before delivery to you, we will provide an appropriate replacement or refund.

Parcels Marked as Delivered

If your tracking information shows that your parcel has been delivered but you cannot locate it, please first check whether another person at the delivery address accepted it, any safe place you specifically authorised, any neighbour you nominated, and any delivery photograph or information provided by the courier.

If you still cannot locate your parcel, please contact us via our Contact form or at hello@nsisimu.com and we will investigate with the courier.

Undeliverable Parcels

If a parcel is returned to us because it could not be delivered, we will contact you using the details provided with your order.

This may occur where, for example, an incorrect or incomplete address was provided, delivery attempts were unsuccessful or a parcel was not collected from a nominated collection point.

If you would like us to send the order again, an additional delivery charge may apply where the failed delivery arose from circumstances within your control. We will tell you about any charge before arranging redelivery.

If you no longer wish to receive the order, or we are unable to contact you, any refund due will be handled in accordance with this policy and your statutory rights.

Exchanges

We do not currently offer direct exchanges.

If you would like a different product, please return the eligible product in accordance with this policy and place a new order.

This does not affect your rights where a product is faulty, damaged or incorrectly supplied.

Digital Gift Cards

NSÌSÌMU digital gift cards are delivered electronically and are not subject to the physical shipping provisions of this policy.

Please refer to our Gift Card Terms for information relating to the delivery, use, validity, balances and other conditions applicable to digital gift cards.

Your Statutory Rights

Nothing in this Shipping & Returns Policy excludes, restricts or otherwise affects your statutory rights under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Model Cancellation Form

Complete and return this form only if you wish to cancel an eligible contract. You do not have to use this form; you may instead send us any clear statement that you wish to cancel.

To: NSÌSÌMU Ltd

20 Mortlake Business Centre

Mortlake High Street

London SW14 8JN

United Kingdom
hello@nsisimu.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

____________________________________________

Ordered on / received on: ____________________________________________

Name of consumer(s): ____________________________________________

Address of consumer(s): ____________________________________________

Signature of consumer(s): ____________________________________________ (only if this form is notified on paper)

Date: ____________________________________________

Contact

For any questions about your order, delivery or a return, please contact us at:

Our Contact Form
hello@nsisimu.com
Write to us at our registered office address, set out below.

NSÌSÌMU Ltd