FAQ / HELP

Last updated: 24/11/2025

1. Where is my order?
Once your order has been shipped, you will automatically receive an email with your tracking number.
Tracking may take 2 to 5 business days to activate depending on the carrier.

2. What are the delivery times?
Our average delivery times in mainland France are 10 to 14 working days .
They may vary depending on the period, customs or the carrier.

3. I have not received my package even though it is marked “delivered”.
Please check:

• your mailbox,

• your post office,

• your neighbours, caretaker or building manager,

• your nearest collection point.
  If the package cannot be located, please contact us: support@trynitie.com .

4. Can I modify or cancel my order?
Orders are processed automatically upon confirmation.
➡️ No changes or cancellations are possible once the order has been confirmed.

5. Do you accept returns?
No, we do not accept any physical returns .
In case of actual defect or preparation error, please contact us within 7 days with photos/videos of the product received.

6. My product has a slight defect, is this normal?
Slight variations are possible:

• lightweight wires,

• small creases due to transport.

• slight, temporary manufacturing odor.
  This does not prevent use and is not considered a defect.

7. My product is definitely defective, what should I do?
Contact us at support@trynitie.com with :

• your order number,

• photos/videos clearly showing the problem.
  If the defect is confirmed: refund or free replacement (no return required).

8. Do you offer exchanges?
No, exchanges are not possible.

9. Where do you deliver?
We currently only deliver to mainland France .

10. How can I contact you?
📧 support@trynitie.com

Response within 48 to 72 business hours .