Help & FAQ
How do I place an order?
Ordering online from NICE MARTIN is easy! When viewing an item, simply select your size and quantity needed and then click ‘Add to Bag’. You can review the items in your bag at any time by clicking on the ‘My Bag’ icon in the top right corner of every page. Once you have reviewed the items in your shopping bag, you can either continue shopping or continue to the checkout and finalise your order.
How do I checkout?
Once you have your desired items in your bag, simply click the ‘Check Out’ button. You will then be prompted to either sign into your account or to create an account. Next, choose your preferred shipping method and enter any discount codes or credit vouchers that you may want to use. Finally, you will be directed to complete payment. A confirmation email will be sent to your registered email address containing the contents of your order.
I’ve just placed an order. Where is my confirmation email?
Please allow up to 24 hours for your confirmation email to be received in your registered email address inbox. We recommend checking your Junk/Spam mail folder as well. If you do not receive a confirmation email within this time frame, simply send an email to our Customer Care team at email@example.com.
I’m unable to place my order. What do I do?
If an error message keeps occurring in your check out process, more often than not there is a credit card problem, or a defect with the billing or shipping address you are trying to use. To fix this error, try re-formatting the names and addresses in your billing or shipping information. If the error message keeps re-occurring, please email our Customer Care team at firstname.lastname@example.org.
Did you receive the order I just placed?
After you place your order on nicemartin.com, a confirmation email will be sent to your email address once it has been processed. If you do not receive a confirmation email or your order is not visible in your account page, please write to our Customer Care team at email@example.com
Can I cancel/make changes to the order I just placed?
It is only possible to make a change to your order within 1 hour of placing it and if the order has not been processed. We process orders very quickly, so changes and cancellations cannot always be fulfilled. You must immediately contact our customer care team (within the hour) at firstname.lastname@example.org with your change/cancellation request details included in the email. This will minimize the processing delay with your order due to the changes being made.
How can I update my billing address?
It is possible to update your billing address by logging into your account and selecting the 'My Account' tab in the top right corner. Proceed to the ‘Details’ tab where you can then manually update your billing address as required. Please note that changing your billing address does NOT update your shipping address. All shipping address changes must be made within 1 hour of an order being placed by emailing our Customer Care team at email@example.com Changes to your shipping address can only be made if your order has not been shipped.
Do you have a size chart?
We have a size guide for you to follow, but if you have specific questions about an item that are not already mentioned in "The Finer Details" section, please contact our Customer Care team at firstname.lastname@example.org
It looks like my card was charged twice. Why?
What you may be seeing is an authorization. This is a common bank practice when handling credit card transactions, to ensure sufficient funds and account authenticity. This authorization will clear and you will see one charge for the order you have placed. Please note that your bank may take up to 48 hours to clear the authorization. If you need help speeding up the process you can contact the issuing bank of your credit card.
Please only click the ‘Place Order’ button once during checkout to avoid duplicate orders being placed.
Can I cancel my order without being charged?
All orders that have been cancelled before being shipped will be refunded to your credit card. Unfortunately, we are not able to cancel an order after it has already been shipped.
Why do I have to create an account?
Creating an account with NICE MARTIN allows you to purchase items, manage your shopping cart, create your wish list, and receive our newsletter! The NICE MARTIN newsletter notifies you of all of our latest arrivals, upcoming promotions and other exclusive offers. To ensure that you do not miss out on any new arrivals or special discounts, create your account HERE.
How can I check the status of my order?
Simply sign into your account and select "View My Order Status". In doing this, you can check the status of your order and see when your package has been shipped.
Where is my order? I have not received it yet?
You will receive a confirmation email once your order has been shipped that contains your tracking information. If you have not received a shipping confirmation email, please check your Junk Mail or Spam folder, as it may have been received there.
For domestic orders, please allow one to two business days from the date of shipment for your parcel to arrive.
For international orders, please allow 5-15 business days from the date of shipment for your parcel to arrive. Business days do not include weekends or national public holidays and the delivery time frame excludes delays caused during international custom’s processing.
I’m having difficulties purchasing a Gift Card. What do I do now?
We are more than happy to manually process the gift card for you if you are experiencing technical difficulties. Simply send our Customer Care team an email at email@example.com
The tracking number for my number isn’t showing any tracking updates. Where is it?
Tracking updates are only available for certain countries. Please allow ample time for your parcel to be processed through your national customs department. Once it has processed you can expect tracking updates to appear on your national postal service website. Please contact your local post office for further details if tracking is not available online in your destination country.
What if the item I am interested in is sold out in my size?
Our items can sell out within hours and we are not always able to restock them. You can register for our email notification list for a particular item by selecting ‘Notify Me’ and entering your email address.
Can I return a sale item?
There are no returns, exchanges or refunds available on sale items. All sale items are sold as final sale only. Please refer to our Exchange & Returns at our customer care page for further details.
I purchased the incorrect size, can I have a refund?
Unfortunately, as per our terms and conditions, Nice Martin will only process refunds for manufacturing faults. We are more than happy to replace your item for the correct size or issue you a store credit valid for 6 months from the return date.
Can I purchase your items in store?
Yes!! We opened our first store in Sydney's Paddington shopping precinct in late 2017. Come by & visit us in store to try on your favourite pieces and shop our range of curated homewares and accessories. For those unable to make it in store, our online store allows you to shop from the comfort of your own home! We deliver right to your door at the click of a button. Simple!
For wholesale enquiries please contact us via firstname.lastname@example.org