Our commitment to the planet is woven into every piece we create. Here, you’ll find answers to the most common questions about our products, orders, and values.
Product support
Is there a size guide I can check before ordering?
Yes — you’ll find a detailed size guide on every product page to help you choose the right fit.
Do product photos reflect the true colors?
Please note that colors may appear slightly different on screen depending on your device and settings.
We photograph each item in natural light to stay true to its tone.
Our garments come only in natural yak shades — soft brown, dark brown, gray, and deep black (overdyed using azo-free dye).
I’m having trouble finding what I’m looking for - can you help?
All available stock is shown online. If a size or color isn’t visible, it’s currently sold out. You can either check back soon or send us an email at info@nome.studio and we will notify you when it’s available again.
Do you plan to restock unavailable sizes or colors?
Some items may be restocked, check back soon or send us an email at info@nome.studio and we will notify you when it’s available again.
Order support
Where is my order confirmation?
Order confirmations are sent to the email address you provided at checkout. If it’s not in your inbox, kindly check your spam or junk folder. Entered the wrong address? Feel free to contact us at info@nome.studio-we’ll be happy to assist.
Can I change or cancel my order?
To ensure swift processing, we’re unable to change or cancel orders after they’re placed. Thank you for understanding!
Why am I having trouble placing my order?
We’re sorry you’re having trouble placing your order, that’s never the experience we want for you. Please double-check that all required fields are filled in correctly and that your payment method is supported. If everything looks right and it’s still not working, we are here to help atinfo@nome.studio.
Where do I enter my promo code?
You can enter your promo code at checkout before completing your order.
Why is my promo code not working?
If your promo code isn’t working, it may have already been used or might not apply to sale items. Double-check that it’s still valid, entered exactly as shown (including hyphens and case), and typed manually to avoid errors. Need help? We’re always here at info@nome.studio.
If an item goes on sale after I buy it, can I get a price adjustment?
We appreciate your understanding that we cannot adjust prices retroactively.
Are the items in my cart reserved for me?
Your cart will keep items for you, even if you don’t check out right away. Just note that they aren’t reserved, so popular items may sell out. Please use 'Notify Me' on the product page to get an email when it’s back.
Can I swap an item in my order for a different size or color?
Our goal is for you to be happy with your purchase! We currently do not process exchanges. Instead, the easiest way to swap an item is to return the original purchase for a refund (see our Return & Refund Policy for instructions) and place a new order for the item you would like instead. If you have any questions or need guidance, please feel free to reach out to us at info@nome.studio.
Shipping & Delivery
When will my order be sent?
Most orders are processed and are ready to be shipped within 1-2business days.
Can I change or cancel my order?
To ensure swift processing, we’re unable to change or cancel orders after they’re placed. Thank you for understanding!
How can I track my order?
Please use the tracking link in your shipping confirmation email to check your order's status.
When should I expect my order to arrive?
Shipping time depends on the destination. For specific shipping times please visit our Shipping Policy for more details.
My order is delayed. What should I do next?
While we aim for timely delivery, delays sometimes happen and we apologize for the delay! Please reach out to us at info@nome.studio with your order number. We'll immediately team up with the carrier to get your order tracked down.
How much will it cost to ship my order?
Shipping cost depends on the destination, you will see the exact amount at checkout. Please visit our Shipping Policy for more details. If you have any questions, we are always happy to assist.
Do you ship to my country?
We offer global shipping! If you're unsure whether we deliver to your country, feel free to reach out to us at info@nome.studio, we’re happy to help.
Which shipping carrier will deliver my order?
We partner with trusted carriers: PostNord and DHL to ensure your order arrives safely and on time. You’ll be notified of the selected carrier before your package is dispatched.
Will my order be delivered to my home?
Your order will be delivered to your home, though at times the shipping carrier may leave it at a nearby pick-up point instead for instance, if no one is available at your address to receive the package.
Can I change my pick-up point if my order isn’t delivered home?
This isn’t something we can control, but your shipping carrier may offer options. We recommend reaching out to them directly. Thanks for your understanding.
Can I adjust the delivery address or details?
If your order hasn’t left us yet, we can adjust the delivery address. Get in touch with us and we’ll try our best to sort it out.
What if the package is damaged or lost during shipment?
We'll work with the carrier to track down lost packages, offering a replacement or refund if it can't be found. If only the outer box is damaged, we apologize! For damaged items inside, please email info@nome.studio right away with your order number and photos. We'll verify it and quickly issue a replacement or refund. Please visit our Shipping Policy for more details.
Do I need to pay VAT, custom duties and/or taxes?
All customs duties and taxes are included for orders within the European Union, Norway, and Iceland, no additional fees will apply. For international orders beyond these regions, please visit tour Shipping Policy for more details.
Return & Refund
Can I return my items if it doesn't fit or I'm not satisfied?
We understand that sometimes returns are necessary. You can submit return requests directly in our online store. Please remember that you have to sign in to your account to initiate a return.
Sign in to your account:
- Click profile icon on top right corner and then click "Profile" or use this link.
- In the "Email" field, enter your email address (use the same email address that was used when placing the order), and then click "Continue".
- In your email account, open the email sent from Nome and copy the six-digit verification code included in the email.
- Go back to our store, and then enter a six-digit verification code.
Request return
- Click "Request return" for the order that you want to submit the return for.
- If your order has more than one item, then select the items that you want to return.
- Select a return reason and add a note for us.
- Click "Request return".
Can I return items that were on sale?
Yes, absolutely.
What is the return period?
You’re welcome to return your purchase within 14 days - no questions asked. Returns sent after this window may be declined and sent back to you.
Can I return an item I’ve used?
We design with longevity in mind - most of a garment’s climate impact comes from production. To help us re-sell returned pieces, please send them back unused, with hang tags and original packaging intact. Thank you for supporting thoughtful fashion.
How should I pack my return?
Please pack your items with care, using the reusable Nome Studio parcel or a similar sturdy package.
Are returns free?
Return shipping is at your own cost including any custom charges and/or taxes, and we recommend using a trackable service with insurance. Please label your package clearly with 'RETURN', unlabeled parcels may be sent back if customs fees apply. Thank you for understanding.
When will I get my refund?
We’ll process your refund as quickly as possible. We’ll email you once we’ve received and inspected your return, we will let you know if your refund is approved. It usually takes 3 – 5 days to fully process your return after we have received it. Questions? We’re here to help.
How will I be refunded?
Refunds are issued to your original payment method within 14 days of receiving your return or proof of shipment. VAT is included for EU orders, but duties and taxes aren’t refundable. If you paid with Klarna, please continue with your invoice - we’ll refund you once your return is processed.
Can you check the status of my refund?
If your refund hasn’t arrived yet, it may still be processing. We recommend double checking your account and checking with your bank - they can confirm if it’s on the way. Questions? We’re here to help.
What amount will be refunded?
Shipping fees and customs charges that you paid aren’t refundable. Shipping fee will be deducted from your refund.
Care
How do I wash my yak wool garments?
Hand wash in cold water using a mild wool detergent or baby shampoo. Avoid fabric softeners, bleach, and direct sunlight - and never rub or wring. If machine washing (not recommended), choose a gentle or wool cycle with cold water and a mild wool detergent.
How do I dry my yak wool garments?
Lay your items flat to air dry, avoiding direct sunlight and heat sources like radiators. Do not tumble dry.
How do I store my yak wool garments?
To keep your garments in shape, fold rather than hang them. Store in a cool, dry place away from sunlight, and use cedar balls or scented sachets to keep moths at bay.
Can I wear my yak wool garments everyday?
Allow your garment to breathe by not wearing it too frequently.
Can I iron my yak wool garments?
Please use the 'wool' setting if available, or low heat. Avoid steam when ironing.
Do I need to worry about moths or pilling on my yak wool items?
Not at all! Proper care and storage will keep your items in pristine condition.
