FAQs

Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to a tracking page.

Tracking information may not be immediately available after your order is placed. It can take up to 1 day for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

After placing your order, you can click the tracking number link in the email to track your order with our final mile logistics partner.

Once an order is placed, we are unable to make changes to the order. However, if you need to update your shipping address or contact information, please contact our customer service team immediately after placing your order.

If you wish to cancel your order get in touch with us and we will aim to cancel it as soon as possible, unfortunately however we aren't able to guarantee we will be able to cancel your order. 

Please email our team with your cancellation request as soon as possible.

You will receive confirmation of your cancellation if we’re able to make it happen.

If you have already received an order confirmation email, it may be impossible to cancel your order. However, you can always request a return or exchange once your order arrives.

We do ship to most countries, however, there are a few that we are unable to send to.

For full information on where we do and don't ship to currently, please see our Shipping Policy.

We are sorry to hear you received the wrong item in your order!

Please report your order issue to [email protected] for further assistance.

Include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll be sure to resolve the situation.

See our full refunds and returns policy here: NTILA returns and refunds policy

To cancel your order you can contact our customer services team on [email protected]. Please include your order number and the reason for cancellation in your message.

While we will try our best to cancel your order promptly, we can't always guarantee this as orders can only be cancelled before they have been dispatched. If your order has already been dispatched, please see our returns policy for further instructions.

We’re sorry your item(s) have damage!

Some items break during shipment. We’ll do our best to help.

Please report your order issue to [email protected] for further assistance. Please include an image of the damage.

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll be sure to resolve the situation!

If no one was home at the time of delivery, the carrier will leave the package in a safe location.

Be sure to check around your home and with neighbors/building management who may have collected the package for you.

Also, please double-check the shipping address of your order to ensure it’s headed to the right location.

On some occasions, packages may be marked as delivered but take additional time to arrive.

If you still are unable to locate the package, please reach out to the carrier.

If you need additional assistance, please report your order issue to our support team at [email protected] for further assistance.