FAQ

The questions we get asked most, answered plainly. If yours is not here, email info@nenare.com or call +44 7418 378514 and a person will get back to you within 24 hours.

About Nenare

Who are you?

Nenare is a UK womenswear label working with a small, deliberately edited range rather than a sprawling catalogue. Every piece is chosen for fabric, cut and how it holds up past the first few wears.

Where are you based?

We ship from our UK warehouse in Hitchin, Hertfordshire. Nenare is operated by KALIVERO LLC.

Shipping and Delivery

Where do you ship to?

The United Kingdom only, which covers England, Scotland, Wales and Northern Ireland. We deliver to homes, workplaces and BFPO addresses, but not to PO boxes. See our Shipping Policy for the detail.

What does delivery cost?

Nothing, on every order, with no minimum spend and no surprise fees at checkout.

How long will it take?

We pick and pack within 1 to 2 business days, Monday to Friday. Delivery then takes 3 to 10 working days, also Monday to Friday. That is 4 to 12 business days in total, depending where you are.

How do I follow my parcel?

A tracking number is emailed to you as soon as the parcel is scanned into the carrier network. You can also check on our Track Your Order page. The first scan can take 24 to 48 hours to appear, which is normal and not a sign of a problem.

Can I cancel?

Free of charge, any time before dispatch. Email info@nenare.com with your order number as soon as you decide.

Returns and Refunds

How long do I have?

30 days from the day your order arrives. Items need to be unworn, in original condition, with tags attached. Separately, UK law gives you 14 days from delivery to cancel for any reason and another 14 to send things back. Full detail is in our Return and Refund Policy.

How do I start one?

Email info@nenare.com with your order number and what you are sending back. We reply within 24 hours with the returns address and an authorisation number. Please wait for that before posting anything.

Who pays the postage?

You do if you changed your mind or want a different size. We do, with a prepaid label, if the item is faulty, damaged or not what you ordered.

Is there a restocking fee?

No.

Can I try it on first?

Of course. Checking the fit is what the return window is for, exactly as you would in a shop. What we cannot take back is something visibly worn out, washed or altered.

When do I get my money?

We inspect and process within 5 working days of your return arriving, and email you the moment it goes through. Your bank then takes 3 to 10 working days to show it. It goes back to the card or account you paid with, as that is the only route payment providers allow.

My order arrived damaged or wrong.

Email a photo with your order number within 30 days. We cover the return postage and you choose: full refund or replacement. We will not push a credit note on you.

Payment and Security

What can I pay with?

Visa, Mastercard, American Express, UnionPay and JCB, plus Apple Pay, Google Pay and Shop Pay. Same list as the checkout. More in our Payment Policy.

What currency?

Pounds sterling, and the price on the page is the price you pay.

What shows on my statement?

NENARE. If a charge looks unfamiliar, email us before contacting your bank. We can usually match it to an order the same day.

Are my card details safe?

Yes. Checkout is SSL encrypted and card details go directly to PCI DSS Level 1 compliant providers. We never see or store your full card number. Your bank may ask you to approve the payment in its app, which is a UK legal requirement.

Contact and Support

How do I reach you?

Email: info@nenare.com
Phone: +44 7418 378514

When will you reply?

We are open Monday to Friday, 9:00 am to 6:00 pm UK time, closed weekends and bank holidays, and we aim to answer everything within 24 hours. You can also use our Contact Us page.

Customer Service Information

Store name: Nenare
Company name: KALIVERO LLC
Warehouse address: 63 Upper Tilehouse Street, Hitchin, Hertfordshire, SG5 2EE, United Kingdom
Company address: 1209 Mountain Road Pl NE, Ste R, Albuquerque, New Mexico, 87110, United States
Email: info@nenare.com
Phone: +44 7418 378514