Hello, how can we help you?

If you couldn’t find the answer you were looking for, feel free to contact our support team at help.notimetowaste@gmail.com.

Orders

How can I check my order status?

Once your order has been shipped, you’ll receive tracking information by email.

You can also check your order through your account on our website. 

If you still can’t find your tracking information, contact us at help.notimetowaste@gmail.com.
What are my payment options?

​We accept various payment methods including credit/debit cards, PayPal, and other local payment options. For a full list of accepted payment methods, please visit our payment options page.​
Can I change, add or cancel items to my order after placing it?

Yes. If your order has not yet been processed or handed over to the shipping carrier, please contact us as soon as possible at help.notimetowaste@gmail.com and we’ll do our best to make the requested change.

If your order has already been shipped, you can still request a change by accessing the “Return” section in the menu and following the return process.

Please note that any return or exchange after shipment will be subject to our Return & Exchange Policy.
Wrong / missing / damaged item

If your order or any item arrived damaged, you're missing an item or is the wrong one, please contact us at help.notimetowaste@gmail.com as soon as possible.

Please include clear photos showing the damage so we can review your claim and help resolve the issue.

Shipping & Delivery

What are the shipping options?

We currently ship with DHL, DPD and CTT, depending on the destination. CTT and DPD are available for Portugal and Europe.

Delivery times and costs vary depending on your location and the selected shipping method.
How much does shipping cost?

Shipping costs are calculated at checkout based on the destination country and an estimated package weight.

You’ll see the available shipping options and their prices before completing your order.

We currently ship with DHL, DPD and CTT, depending on the destination. CTT and DPD are available for Portugal and Europe.
Do you ship internationally?

​We ship worldwide.​
How long will my order take to arrive?

Portugal (Mainland): 1–3 business days

Portugal (Azores & Madeira): 3–5 business days

Europe: 8–11 business days

United Kingdom: 8–11 business days

United States: 10–15 business days

Rest of the World: 12–16 business days

Please note that delivery times are estimates and may be affected by circumstances outside of our control, such as customs procedures, carrier delays or other unexpected situations.
My tracking hasn’t updated. What should I do?

Tracking information may sometimes take a little while to update, especially while your parcel is in transit between different facilities.

If your tracking has not been updated for longer than the estimated delivery time, please contact the shipping carrier directly as soon as possible to request an update and open an investigation if necessary.

Please make sure to contact the carrier within 30 days of placing your order, as some carriers may not accept investigations after this period.

If the carrier does not respond or is unable to assist you, please contact us at help.notimetowaste@gmail.com and we’ll do our best to help.
I haven’t received any notification about my delivery or collection. What should I do?

If your order has passed the estimated delivery time and you haven’t received any notification from the carrier regarding delivery or collection, please contact the shipping carrier immediately.

You should also ask them to ensure that you are contacted before the package is delivered or made available for collection.

If the carrier is unable to assist you or does not respond, contact us at help.notimetowaste@gmail.com.

If the carrier does not respond or is unable to assist you, please contact us at help.notimetowaste@gmail.com and we’ll do our best to help.
I haven’t received my order yet. What should I do?

Once your order has left our warehouse, the successful delivery of the package is the responsibility of the customer and the shipping carrier.

If your order has not arrived within the estimated delivery time, you must contact the shipping carrier immediatelyusing the tracking information provided.

IMPORTANT: You must contact the shipping carrier within 30 days from the date your order was placed. After 30 days, the carrier may no longer accept or open an investigation for your shipment. If you fail to contact the carrier within this period, we may no longer be able to assist with recovering your package.

Please contact NTW at help.notimetowaste@gmail.com only if the shipping carrier does not respond to you or is unable to assist with your case.

We strongly recommend contacting the carrier as soon as you notice any issue with your delivery rather than waiting until the end of the 30-day period.
What happens if I’m not available when my order is delivered?

This depends on the shipping carrier and the delivery service selected.

Please check the carrier’s rules regarding missed deliveries, redelivery attempts and collection points.
What should I do if my package is returned to sender?

If your parcel is returned to our warehouse, we can either resend the order or issue a refund if you no longer want the order.

If the return was caused by the customer — for example, an incorrect address, failure to collect the parcel or failure to pay required fees — the customer is responsible for the new shipping costs and any other costs associated with the return.

If you can provide proof that the return was caused by an issue on the carrier’s side, we will review the situation and determine whether additional shipping costs should apply.

Refund & Exchange

What is the return policy?

You have 30 days from the delivery date to request a return or exchange.

Items must be returned unused, unwashed and in their original condition, with all original tags attached.

Once we receive your return, the item will be inspected before a refund or exchange is approved.
How do I return an item?

To request a return or exchange, go to the “Return” section in the menu on our website and submit your request.

Once your request has been approved, you’ll receive an email with the return address and the instructions for sending your item back.

Take your package to your local post office and send it to the address provided. Once shipped, please send your proof of postage to help.notimetowaste@gmail.com.

Once we receive your return, we’ll inspect the item to make sure it meets our return conditions.

If everything is in order:

  • For a return: we’ll issue your refund to the original payment method.
  • For an exchange: we’ll send your new item once the returned item has been approved.
How long does it take to process a refund?

Refunds are only processed once the returned item has arrived at our warehouse and has been inspected by our team.

If the item meets our return conditions and the refund is approved, the refund is issued to the original payment method.

Once processed, refunds normally take 1–5 business days to appear in your account, depending on your bank or payment provider.
How long do I have to return my order?

​​You have 30 days from the delivery dateto request a return or exchange.​​
How will I receive my refund?

Approved refunds are issued to the same payment method used to place the original order.

Please note that your bank or payment provider may take 1–5 business days to process the refund after it has been issued.
What condition must the item be in?

Items must be:

  • Unused and unworn
  • Unwashed
  • In their original condition
  • With all original tags attached
  • Returned in their original packaging where applicable

Items that do not meet these conditions may not be eligible for a refund or exchange.
Can I exchange an item for a different product?

Exchanges after delivery may be possible depending on the circumstances and availability.

Please contact help.notimetowaste@gmail.com with your order number and the item you would like to exchange. Any shipping costs associated with the exchange are the customer’s responsibility.
Can I exchange an item for a different size?

Yes.

If your order has not yet been processed or handed over to the carrier, changing the size is simple. Contact us at help.notimetowaste@gmail.com and we’ll do our best to make the change before shipment.

If you have already received your order and want to exchange it for another size, this is also possible within our return period. In this case, the shipping costs associated with the exchange are the customer’s responsibility.
Can sale items be returned or exchanged?

Sale items are not eligible for a refund or exchange in cash.

Eligible sale items may only be returned for store credit, subject to our return conditions.
What happens if I receive a faulty or damaged item?

If you receive a faulty or damaged item, please contact us at help.notimetowaste@gmail.com as soon as possible.

Please include clear photos showing the issue so we can review your claim and determine the best solution.

Customs & Import Fees

Will I have to pay customs or import fees?

Orders shipped within the European Union are not subject to customs fees.

Although the United Kingdom is outside the EU, orders shipped to the UK are currently not subject to customs fees.

For other countries outside the EU, customs and import fees may apply and are the responsibility of the customer. These fees are determined by the customs authorities of the destination country and are outside of NTW’s control.
Are customs fees included when I have free shipping?

No.

Free shipping only covers the shipping cost offered by NTW. It does not include customs duties, import taxes or other fees charged by the destination country.

These fees are determined by the customer’s country of residence and are the customer’s responsibility.
Why is my order being held by customs?

Your order may be held by customs for different reasons.

If the issue is related to documentation or the invoice, please contact us immediately at help.notimetowaste@gmail.comand send us the information provided by the carrier or customs authorities. We will do our best to resolve the issue in time for your order to be delivered.

If the shipment is being held because customs fees or import taxes need to be paid, these fees must be paid by the customer before the package can be delivered.

If the customer refuses to pay the required fees and the package is returned to us, the shipping costs and any costs associated with the unpaid customs fees may be deducted from the refund.
What happens if I don’t pay the customs fees?

If you refuse or fail to pay the customs fees required by your country, your parcel may be returned to our warehouse.

If the parcel is returned to us and you no longer want it to be resent, we can issue a refund once it has been received and inspected.

However, shipping costs and any other costs associated with the return or unpaid customs fees will be deducted from the refund amount.

If you want us to resend the order, the new shipping cost will be the customer’s responsibility when the return was caused by the customer’s failure to pay customs fees.
I was told there is an issue with my invoice. What should I do?

Please contact us immediately at help.notimetowaste@gmail.com and send us the information you received from the shipping carrier or customs authorities.

If the issue is related to our documentation or invoice, we will review it and do our best to resolve the situation before the package is returned.
Can customs fees be refunded?

No.
Customs duties, import taxes and other fees charged by the destination country are not refundable by NTW.

If a parcel is returned to us because customs fees were not paid, any associated costs may be deducted from the final refund.