FAQ

Everything you need to know

Brand and Product

How long has NiSO been on the market?

NiSO was founded in 2014 in Ukraine as a small atelier specializing in garments made from natural fibers.

Over the years, we have grown into a brand known for timeless design, exceptional craftsmanship, and responsible production.

Each piece is still thoughtfully created with the same attention to detail and love for quality that defined us from the very beginning.

For more information you can go to About Us

How does the war in Ukraine affect your business?

The war in Ukraine has brought many challenges to daily life and business operations.

Despite everything, we continue to work tirelessly — creating, producing, and delivering our pieces with the same dedication and love as before.


Occasional power outages or logistical delays may affect the speed of order processing and shipping, but we always do our best to minimize any inconvenience.

We deeply appreciate your understanding and support, and we truly believe in Ukraine’s victory and a peaceful future for our country. 🇺🇦

What materials do you use to make your clothing?

We use only natural and eco-friendly materials, including 100% cashmere, cashmere blends, wool, silk, cotton, and kid mohair.

We never use synthetic fabrics such as viscose or polyester, which can irritate the skin. Each piece is designed to be comfortable, breathable, and long-lasting, reflecting our commitment to quality and sustainability.

Payments

What payment methods do you accept?

We accept Visa, Mastercard, Apple Pay, Google Pay, Shop Pay, American Express, Klarna, and others through secure payment partners. Your banking information is fully protected.

Can I pay in installments?

Yes. You can choose the “Pay in Installments” by Klarna option at checkout.

Do you offer cash on delivery?

Yes, in Ukraine only — via Nova Poshta cash-on-delivery service.

What if I have issues during payment?

Please contact us at shop@niso.ua or +380677080770 WhatsApp — we’ll help resolve it quickly.

Can I pay with PayPal?

Yes, you can chose pay with PayPal option during checkout.

Processing and Delivery

How long does it take to process my order?

Orders placed Mon–Fri before 18:00 (Kyiv time) are processed the same day.

Orders placed later or on weekends are processed the next business day.

What if there’s a delay with my order?

Most orders are processed within one business day. If a delay occurs, we’ll notify you via email or phone.

Do you deliver internationally?

Yes — we ship to Europe, USA, UK, and UAE.

Flat rate 30 EUR per order, with FREE shipping on orders over 300 EUR/GBP/USD.

How long does delivery take?

  • Ukraine: 1–2 days via Nova Poshta.
  • International: 10–14 days, depending on destination and customs.

Are taxes or customs fees included in the shipping cost?

No, international shipping costs do not include taxes, duties, or customs fees. These are the buyer’s responsibility.

Who pays customs or import duties?

The buyer is responsible for any import duties, taxes, or customs fees.

What happens if I refuse delivery?

If you refuse delivery, all related shipping and customs fees will be deducted from your refund.

Can I track my international order?

Yes. All international shipments include tracking information sent by email once your order is shipped.

Exchanges & Returns

Can I return or exchange my order?

Yes. You may return or exchange items within 21 days of receiving your order if they are unused and in original condition.

How do I start a return?

Contact us at shop@niso.ua to coordinate your return.

In Ukraine, use Nova Poshta’s Easy Return service (free).

International customers cover return shipping unless the item is defective.

When will I get my refund?

Refunds are processed within 3–5 business days after the returned item is inspected.