Frequently Asked Questions ( FAQ )


✓ What is the delivery times for customised products ?

You ordered a customised chef's jacket with an embroidery of your choice?  Did you transform your work suit into an image garment by adding flocking to your colours? Want to know when you can receive this order as soon as possible?

In the case of an order including our personalisation service of work clothes (embroidery, transfer, marking), and in a normal framework of activity of our service and our logistics, it is generally necessary to provide a minimum shipping time from 5 to 10 working days before sending, the time of the support and the realisation of your pro personalised clothing by our service of personalisation.

✓ What is the difference between a delivery time and a shipping time?

Shipping time
The shipping time begins upon confirmation of your order, after receipt of your payment. It corresponds to the time of preparation of the order (sending the order to our logistics department, preparation of the order, provision for the carrier) plus the production time, in the case of an order with customisation professional clothing.

You can always follow the progress status of your order via the "Login" menu on the Nibano site (top center, by logging in to your customer account).

Delivery time :
It corresponds to the handling of your parcel by our carriers in our warehouse. This is the time between the release of your order from our warehouse and the arrival of your order at your home, or within your relay point.

DATE OF DELIVERY = Shipping Time + Delivery Time

✓ What happens if I am absent when my package is delivered?

Via Carrier

If you have chosen our carrier delivery method: Home delivery in 48 / 72h from Monday to Friday. The day before delivery, you are notified by e-mail or SMS. Therefore, you can directly contact our carrier and arrange a new appointment for the delivery of your package (in some cases our carrier can leave your package at the pick up point closest to you.This pick up point will be communicated to you by email or SMS).

✓ What are your carriers and their delivery times?

We work with different carriers : (home and pick up point). You also have the option to withdraw your order in Glasgow.
Home packages take an average of 48 to 72 hours to arrive at the customer's home, just like the pick up point packages chosen by the customer. Depending on the country the carrier can transfer the coli to another carrier like the post of your country.

CAUTION: In some cases, the pick up point chosen by the customer may be closed due to holidays.

✓ How can I track my order?

Go directly to the Order History page in your Nibano customer account. Then click on the link "details" corresponding to your order and you can then access the tracking link of your order.

✓ How is the withdrawal of my package within a pick up point?

To collect your parcel at your chosen pick up point, you must bring and submit the following documents: your identity document, as well as the tracking number provided by email, or sms, by your carrier.


✓ Is it possible to return a personalized product?

Except error on our part, personalized products (embroidered or flocked) are neither exchangeable nor refundable.

✓ Is it possible to exchange, for example due to an error in size selection, if the product (unworn) does not suit you or for any other problem?

To proceed to the exchange of a product (not worn), you just have to return it within 2 weeks maximum, following the receipt of the parcel. Mandatory returned in its original packaging, the returned article must be new, complete (with its accessories), and include no personalisation. Make the return request by 'our return page'.

✓ You want a credit on a part, or on the totality of your order?

Make a direct request for a return via 'our home page'. (items not worn only) Upon receipt, we will proceed to the creation of your credit, the amount corresponding to the total price of the item (s) returned (excluding postage)

✓ Did you forget to go to the pick up point to pick up your parcel?

In the case of a product not claimed in a pick up point, after maximum 7 days (attention only 3 or 4 days depending on the department), it is automatically returned by the carrier. To receive it again, a fixed price of 10 € ( 8.90 £ ) without VAT will be charged to you. Contact us to request the return and make the payment of the package by phone at 00 44 141 846 0155 or by mail to info@nibano.com.


✓ Is the payment secure ?

Payment by credit card is 100% secure. We use, for credit card payments, the secure payment solution.

✓ What are the payment methods offered by Nibano.com?

Nibano offers you the possibility to choose between several means of payment, verify this link 'payment methods'.


✓ How to have get a free embroidery?

Nibano's Workwear Customisation Service offers you the following offer:

On items with the mention OFFER EMBROIDERY, from 3 items (minimum) ordered, a line of EMBROIDERY IS OFFERED by article.

Thanks to this offer, you can choose 3 identical "OFFER EMBROIDERY" items (example: 3 black kitchen jackets with orange piping) or 3 different "EMBROIDERY OFFER" items (example: 1 white anti perspiration kitchen jacket, 1 kitchen jacket summer, and 1 gray kitchen jacket) and have them personalised with a line of text embroidered with colors and with the font of your choice.


✓ Is there one or more products missing from my order?

Following your order, for various reasons (stock error, logistic error, ...), some products may be temporarily unavailable. In this case, it may be that our shipping service proceeds to send your order in two parts (products available immediately, products pending, upon receipt).

In case you notice a too long delay between the two shipments, we invite you to contact as soon as possible our customer service by phone at 00 44 141 846 0155, or by mail to info@nibano.com.

✓ How to cancel an order?

If you wish to cancel an order, simply contact our customer service by phone at 00 44 141 846 0155 or by email to info@nibano.com and give them your order number to proceed with the establishment of a have or a refund.

✓ Can I exchange a product if it is not suitable?

In accordance with the Hamon law, the customer has 14 days to retract and return the package to the sender.

This delay starts from the receipt of the package.

ATTENTION: As previously mentioned, the products, embroidered or flocked, are neither exchangeable nor refundable.

✓ Can the promotions be cumulated?

In the majority of the cases, the promotions can not be cumulated on the site Nibano.com.

It is, for example, not possible to cumulate "free shipping" and discount in % on a product (except special conditions of the offer).


✓ How to create my customer account?

To be able to make an order on nibano.com, then to be invoiced, to be contacted by telephone by the carrier and finally to be delivered by name to the right address, you must have a customer account ( totally free).

To create your customer account, simply click on link, 'create an account' and fill.

✓ Where to find a Nibano professional clothing store?

Nibano is sold in shops specialised in workwear and safety shoes all over Europe.

To obtain the nearest store, please contact our customer service by phone at 00 44 141 846 0155 or by email at info@nibano.com

✓ Can I order online and withdraw my products in store?

Yes you can.


✓ How does Nibano offers "free shipping"?

There is of course an offer "free shipping" on Nibano.com, not combinable with products already on sale, it applies:

from 49 € of purchase Without taxes, the shipping costs are offered with the carrier in the United Kingdom.
from 99 € of purchase Without taxes, the shipping costs are offered with the carrier in all Europe.
from 250 € of purchase Without taxes, the shipping costs are offered with the carrier in Switzerland
from 999 hr.of purchase Without taxes, the shipping costs are offered with the carrier in Ukraine.

✓ How much is the shipping cost on Nibano.com?

Please follow this link 'shipments'.

✓ Are the shipping costs of a product return the responsibility of the customer?

The shipping costs of a return are the responsibility of the customer if the error comes from itself. For example, if the customer makes a mistake when ordering on a jacket size and he contacts us to exchange it, it is up to him to pay the cost of return.

If we make a mistake on the sending of an order and that the customer returns the products to us, we obviously take care of the postage costs.

ATTENTION: Nibano does not accept the return of embroidered or flocked products.