Frequently Asked Questions

How do I place an order on Nuve?

Browse our collections at nuve-shop.com, choose your size and style, and add it to your cart. At checkout, enter your Italian delivery address and select your payment method, then confirm your order. You will receive an order confirmation email within a few minutes. If it doesn’t arrive within 15 minutes, please check your spam or junk folder before contacting us at hello@nuve-shop.com.

Can I modify or cancel my order after placing it?

Yes, but only within 1 hour of placing your order. Email us immediately at hello@nuve-shop.com with your order number and the change or cancellation you need. After that window, your order enters our processing queue and we are no longer able to intercept or amend it. If it has already shipped, please refer to our Returns & Refunds page once it arrives.

How will I know my order was confirmed?

Once your order is placed and payment is accepted, you will receive an order confirmation email to the address used at checkout. It includes your order number, item summary, delivery address, and estimated processing time. Please keep this email as your order reference. If you don’t receive it within 15 minutes, check your spam folder or contact us at hello@nuve-shop.com.

Why was my order cancelled?

Orders may be cancelled for a few reasons: the item went out of stock between adding it to your cart and processing; a payment verification issue (such as an address mismatch or declined authorisation); a pricing or listing error corrected before fulfilment; or a suspected fraudulent transaction flagged by our payment provider. If your order is cancelled after payment was taken, you will receive a full refund within 5–10 business days, along with an email explaining the reason.

Can I order as a guest without creating an account?

Yes, guest checkout is fully available at nuve-shop.com. You do not need an account to place an order, track a shipment, or request a return. Creating an account is entirely optional and simply makes it easier to view your order history. Your personal details are handled according to our Privacy Policy whether you check out as a guest or a registered customer.

Do you offer gift wrapping or gift notes?

We don’t currently offer a dedicated gift wrapping service. You can, however, add a personalised note in the order notes field at checkout, and we will include it with your parcel. Our packaging is discreet and presentation-ready as standard. If you have a specific gifting request, email us at hello@nuve-shop.com before placing your order and we will do our best to help.

What if the size I want is out of stock?

If a size or style shows as out of stock, use the “Notify me” button on the product page to register your email address. You will be notified automatically as soon as it is restocked. You can also email hello@nuve-shop.com to ask about expected restock timelines.

Do you ship outside Italy?

Not at the moment. Nuve currently ships exclusively within Italy. We are a domestic-only store while we focus on getting delivery times and quality right for our home market. If you are located outside Italy, we are unable to fulfil an order to your address at this time. Full details are available on our Shipping Policy page.

How much does shipping cost?

Shipping costs are calculated and shown at checkout before you confirm payment, so you always know the final total before you pay. All prices on nuve-shop.com are listed in euros (€) and are inclusive of VAT (IVA). See our Shipping Policy for current rates.

How long will my order take to arrive?

Orders are typically processed within 1–2 business days, then handed to our courier partner for delivery, which generally takes a further 3–5 business days across Italy. These are estimates rather than guarantees, and can occasionally vary due to courier volume, weather, or remote delivery areas. You will receive a tracking link by email as soon as your order is dispatched.

Can I track my order?

Yes. Once your order has been processed and handed to our courier, you will receive an email with a tracking number and link so you can follow its progress in real time until it reaches your address.

Can I change my shipping address after placing my order?

Address changes can only be made within 1 hour of placing your order, before it enters processing. Email us at hello@nuve-shop.com immediately with your order number and the corrected address. Once your order has been processed and dispatched, we are unable to redirect the shipment, so please double-check your address carefully before confirming your purchase.

My order hasn’t arrived within the estimated window, what should I do?

First, check the tracking link emailed to you when your order was dispatched, as most delays are visible there. If tracking shows no update for more than 3 business days, or if your order still hasn’t arrived after the estimated 1–2 day processing plus 3–5 day courier window, contact us at hello@nuve-shop.com with your order number and we will look into it on your behalf.

My tracking shows delivered but I never received my parcel, what do I do?

If tracking shows a delivered status but you haven’t received your parcel, please: (1) check around your property, as couriers sometimes leave parcels with a concierge, neighbour, or in a communal mailroom, (2) check with other household members, (3) look for a delivery attempt notice, and (4) if still not found, contact us at hello@nuve-shop.com within 48 hours of the reported delivery date with your order number, and we will open an investigation with the courier promptly.

What is your return policy?

We offer a 30-day return window on eligible orders, counted from the date your order was delivered, which is more generous than the 14-day statutory minimum for online purchases in Italy. To be eligible, inserts must be unopened and in their original sealed packaging, since opened items cannot be resold for hygiene reasons. Full details are in our Returns & Refunds Policy.

How do I start a return?

Email us at hello@nuve-shop.com with your order number, the item you wish to return, and the reason. Our team will reply within 1–2 business days with return instructions and the return address. Please wait for our confirmation before sending anything back, as unannounced returns cannot be processed and may be refused or delayed.

Who pays for return shipping?

For change-of-mind returns, return shipping is at the customer’s expense. We recommend using a tracked service and keeping proof of postage, since we cannot refund items lost in transit without tracking confirmation. For items that arrived damaged, defective, or incorrect, Nuve covers the return shipping cost in full and will provide instructions for a prepaid label or reimbursement.

How long does my refund take?

Once we receive and inspect your returned item, your refund is processed within 5–10 business days. Refunds are issued to your original payment method. Depending on your bank or card provider, funds may take a further 3–5 business days to appear in your account after we initiate the refund. You will receive an email confirmation once it’s processed.

Can I exchange an item for a different size?

Yes, if the packaging is still sealed and unopened, contact us at hello@nuve-shop.com within your 30-day window and we will do our best to arrange an exchange, subject to stock availability. If a direct exchange isn’t possible, we will process a return and refund so you can reorder the correct size. Please include your order number and the size you need instead.

Why can’t I return an opened or unsealed pair of inserts?

Adhesive inserts sit directly against the skin, so once the sealed packaging has been opened, the product can no longer be resold or reused for hygiene reasons. This is a standard, industry-wide policy for intimate and adhesive apparel, not unique to Nuve. The only exception is if the item is confirmed to be defective, in which case an opened item is still eligible for a replacement or refund.

What if my inserts arrive damaged or defective?

Contact us at hello@nuve-shop.com within 48 hours of delivery with your order number and clear photographs showing the issue. We will resolve it promptly, offering either a replacement or a full refund, and we cover all return shipping costs for confirmed defects. Please don’t discard the original packaging before contacting us.

What payment methods do you accept?

We accept the following payment methods at checkout:

Cards: Visa, Mastercard, American Express, Maestro
Digital wallets: Apple Pay, Google Pay, PayPal

All payments are processed securely through Shopify Payments in euros (€). We do not accept bank transfers, cheques, or cash on delivery, and payment is charged in full at checkout.

Are your prices inclusive of VAT (IVA)?

Yes. All prices displayed on nuve-shop.com are in euros (€) and are inclusive of Italian VAT (IVA). The price you see on the product page and in your cart is the final price, with no additional tax added at checkout. Shipping costs, where applicable, are shown separately before you confirm payment.

Is my payment information secure?

Yes. Our store is powered by Shopify, certified to PCI-DSS Level 1, the highest security standard for payment processing in e-commerce. All data transmitted during checkout is protected with SSL/TLS encryption, and where applicable, transactions are further secured with 3D Secure (3DS) authentication. We never see, store, or handle your full card number, CVV, or banking credentials directly.

Why was my payment declined?

Payment declines are usually handled by your bank or card issuer rather than by Nuve. Common causes include insufficient funds, incorrect card details entered at checkout, your bank flagging the transaction as unusual, 3D Secure authentication not being completed, or a temporary issue with your card provider. Try again with a different payment method, or contact your bank directly. If the issue continues after trying multiple methods, email us at hello@nuve-shop.com and we will help.

Do you store my card details?

No. Nuve never stores your credit card number, CVV, or full banking details on our systems. All payment processing is handled by Shopify’s PCI-DSS Level 1 certified infrastructure. When you pay by card, your details go directly to the payment processor over an encrypted connection and are never transmitted to or stored by us.

Will I receive an invoice or receipt for my purchase?

Yes. Your order confirmation email doubles as your proof of purchase and includes the item, price paid in euros, and VAT details. If you need a formal invoice for your records, email us at hello@nuve-shop.com with your order number and we will issue one.

How does the adhesive on Nuve inserts work?

Each insert has a medical-grade, skin-safe adhesive layer on the inner surface that bonds directly to clean, dry skin, lifting and shaping the bust without straps or a back band. Once positioned, gentle, even pressure for a few seconds helps the adhesive bond fully. The adhesive is designed to hold securely through a full day or evening of normal wear.

How many times can I wear a pair before I need to replace them?

Most customers get 15–20 wears from a single pair with proper care, though this varies depending on skin type, how the inserts are cleaned between uses, and how carefully they are stored. Once the adhesive no longer holds securely even after cleaning, it’s time to replace them. We recommend keeping a spare pair on hand for special occasions.

How do I clean and care for my inserts between wears?

After each wear, gently wash the adhesive surface with mild soap and lukewarm water, rinse thoroughly, and pat dry with a clean, lint-free cloth. Avoid alcohol-based cleansers, oils, or lotions on the adhesive surface, as these can reduce its stickiness. Let the inserts air dry completely before returning them to their protective case, away from direct sunlight and heat.

How do I know which cup size to order?

Each product page includes a size guide based on standard bra cup sizing. We recommend measuring yourself against the guide before ordering, as fit affects both comfort and how securely the inserts hold. If you are between sizes, we generally recommend sizing up slightly for comfort. If you’re still unsure, email us at hello@nuve-shop.com with your usual bra size and we will help you choose.

Are Nuve inserts suitable for sensitive skin?

Our adhesive is formulated to be gentle and skin-friendly, and most customers wear it comfortably, including those with normal to moderately sensitive skin. However, if you have known adhesive allergies, eczema, or very reactive skin, we recommend doing a small patch test on your inner arm 24 hours before your first full wear. Discontinue use and remove the inserts if you notice redness, itching, or irritation.

My inserts have lost their stick, can I reactivate the adhesive?

Yes, in many cases. Wash the adhesive surface gently with mild soap and water, rinse well, and allow it to air dry fully. This removes body oils, lotion residue, and dust that reduce tackiness, and often restores a good amount of stick. If the adhesive still doesn’t hold securely after cleaning and drying, the pair has likely reached the end of its usable life and should be replaced.

Are Nuve inserts waterproof or sweatproof?

Nuve inserts are designed to hold up well through normal daily wear, including light perspiration and brief exposure to water, such as being caught in rain. They are not intended for swimming or prolonged submersion, and extended exposure to heavy sweat or water will shorten the adhesive’s hold for that wear. For hot weather or high-activity occasions, we recommend having a spare pair on hand.

What necklines and outfits can I wear Nuve inserts with?

Nuve inserts are designed specifically for outfits where a traditional bra isn’t practical, including plunging necklines, backless dresses and tops, off-shoulder and one-shoulder styles, and halter or strapless designs. Because there are no straps or back band, they stay completely hidden under the thinnest and most open-back fabrics.

Do I need an account to shop with Nuve?

No, an account is entirely optional. You can check out as a guest, track your order using the link in your confirmation email, and request a return by emailing us directly. Creating an account simply makes it faster to view past orders and reorder favourites. You can visit About Us to learn more about Nuve.

How do I track my order status?

Once your order has been processed and dispatched, you will receive an email containing a tracking number and link. If you checked out with an account, you can also view your order status by logging in at nuve-shop.com. If you can’t locate your tracking information, email us at hello@nuve-shop.com with your order number.

How is my personal data handled?

We collect only the information needed to process your order, provide support, and improve our store, and we never sell your personal data. Full details on what we collect, how it’s used, and your rights under applicable data protection law are set out in our Privacy Policy.

How can I contact Nuve customer support?

You can reach our customer support team through the following channels:

Email: hello@nuve-shop.com, available anytime, with responses within 1–2 business days.

Email is our preferred and fastest channel for most queries, especially for order issues and returns. You can also find our details on the Contact Us page.

What are your customer support hours?

Our team is available Monday to Friday, 9:00–18:00 (CET). You can email us at any time outside these hours, and messages received on evenings, weekends, or public holidays will be answered on the next working business day.

How quickly will you respond to my message?

We aim to respond to all messages within 1–2 business days. In practice, most emails are answered the same or next business day. If you haven’t heard from us after 2 business days, please check your spam or junk folder, and if you still see nothing, please resend your email.

I have a complaint, how do I escalate it?

We resolve the vast majority of issues directly via email at hello@nuve-shop.com. If you feel your concern hasn’t been addressed satisfactorily, as a customer in Italy you may also contact the Autorità Garante della Concorrenza e del Mercato (AGCM) at agcm.it, or submit a complaint through the European Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr. See our Terms of Service and Legal Notice for further detail.