FAQ – Frequently Asked Questions

FAQ – Frequently Asked Questions

1. How long do deliveries take?
Delivery times vary between 24 and 48 business hours for orders delivered to mainland Portugal and Spain, provided the products are in stock.
For deliveries to the Azores and Madeira, the estimated delivery time is 3 to 7 business days.
For products that require stock reservation or direct shipment from the supplier, the delivery time may be longer. In either case, the customer is informed at the time of purchase or shortly after order confirmation.

2. How can I track my order?
As soon as your order is shipped, you will receive an email with the tracking code so you can follow the delivery status in real time.

3. Are the shipments discreet?
Yes. All orders are shipped in neutral packaging, with no reference to NUA or its contents, guaranteeing complete discretion and privacy.

4. Can I return or exchange a product?
Yes. You have 14 days after receiving the product to return it, provided it is sealed, unused, and in its original packaging.
For hygiene and safety reasons, intimate hygiene products cannot be returned if the packaging has been opened. Please see our Returns and Refunds Policy .

5. What if I don't pick up the package?
If the order is not picked up within the timeframe specified by the carrier and is returned, we can resend the product, but the customer will have to pay for the reshipping.

6. Can I change or cancel my order?
If your order has not yet been processed, you can contact us immediately via WhatsApp (+351 91 808 29 19), the contact form or email info@nua.pt .
If the order has already been shipped, it cannot be cancelled.

7. What payment methods are available?
We currently accept the following payment methods:
• Google Pay
• Apple Pay
• American Express
• Credit/Debit Card
PayPal
MBWay
• Multibanco Reference

8. Is it safe to buy from NUA?
Yes. The NUA website uses encrypted connections (SSL) and all payments are processed through secure, internationally recognized platforms.


9. How can I clean my products?
We recommend using a cleaning product specifically designed for intimate toys or warm water with mild soap. Be sure to rinse it thoroughly and allow it to dry completely before storing it, for safe and hygienic use.