Help & FAQ
Shipping and Delivery
After payment is confirmed, your order will be forwarded to our shipping partner for processing.
As soon as your order is ready for shipment, you will receive a shipping confirmation by email, including tracking information.
Subsequently, your order will be shipped by our shipping partner and delivered to the specified delivery address.
You can use the tracking link to check the current status of your delivery at any time and see where your package is located.
If your package has already been delivered according to the tracking information, please first check whether it was left with a neighbor, at a branch, or at a secure drop-off location.
If the shipping status does not update for several days or there are problems with delivery, please contact our Support. We will help you as quickly as possible.
Shipping costs and free shipping thresholds may vary depending on the country of delivery. During special promotions or limited-time offers, these may be temporarily adjusted.
We currently deliver to Germany, Belgium, Luxembourg, and the Netherlands. Additional delivery countries may be added in the future.
Delivery time:
• Germany: 1–3 business days
• Belgium: 3–5 business days
• Luxembourg: 3–5 business days
• Netherlands: 3–5 business days
Shipping costs:
• Germany: €4.90 • Free shipping from €50
• Belgium: €8.90 • Free shipping from €80
• Luxembourg: €8.90 • Free shipping from €80
• Netherlands: €8.90 • Free shipping from €80
For more information on shipping & delivery, click here.
After you place your order, payment will first be confirmed.
Your order will then be carefully prepared and processed for shipping as quickly as possible. Shipping usually takes place within 24–48 hours. After that, your package will be processed and delivered by our shipping partner.
Please note that all specified times refer to business days.
In exceptional cases, for example, due to high order volumes or special promotions, longer processing times may occasionally occur.
As soon as your order has been handed over to our shipping service provider, you will receive a shipping confirmation by email.
In this email you will find your tracking number, which you can use to track the current status of your order at any time in our systems or directly with our shipping service provider (DHL).
Should the shipping status of your order not update for several days or your parcel not arrive, please contact our Support.
We will then contact the shipping service provider as soon as possible to check the current status of your delivery and find a solution together.
Please note that in some cases there may be shipping delays.
Experience shows that most parcels resume regular movement after a short time, which is why shipments are very rarely actually lost. We therefore ask for your patience in the event of minor delays.
Don't worry, you can always check via tracking whether your parcel has been deposited with a neighbour, at a branch or at a drop-off location, for example.
In some cases, the shipping service provider will make a second delivery attempt. All current information and updates can be found directly in the tracking.
Should your parcel be returned to us, please contact our support. We will then be happy to check with you about a possible redelivery.
Should your package or its packaging arrive visibly damaged, please contact our Support as soon as possible.
To help us process your request faster, please send us additional photos of the damaged package as well as your order number.
In many cases, the damage only affects the outer packaging, while the contents remain undamaged.
We will then carefully investigate the incident and help you as quickly as possible.
If you have received an incorrect or missing item, please contact our Support and provide us with your order number.
To expedite the processing of your request, please also send us a photo of the received item and the opened package.
We will then carefully review your request and find a suitable solution as quickly as possible.
Customer Account and Order
No, a customer account is not required for an order with NAKSU.
You can also complete your order conveniently as a guest. However, with a customer account, you receive additional benefits such as an order overview, faster checkout, and easier management of your data and orders.
You can create a NAKSU customer account either via the profile/account section on our website or directly at checkout.
For registration, you only need to enter your email address and confirm the 6-digit verification code sent to you.
After successful registration, you can manage your orders, addresses, and personal data at any time.
You can easily manage your orders via your NAKSU customer account.
There you will find an overview of your past orders, the current order status, and further information about your deliveries and orders.
The order confirmation will automatically be sent to the email address entered during checkout.
If you have not received an order confirmation, please check your spam or junk folder first.
Also, please check which email address you used to place your order, as it can sometimes happen that small typos occur when entering the email address.
In some cases, the email address linked to your payment method, such as PayPal, Google Pay, or Apple Pay, is used automatically.
If you still haven't received an order confirmation, please contact our support and, if possible, provide us with your order number or the email address used for the order.
Once your order is complete, it is immediately transferred to our system for processing and shipping preparation. For this reason, subsequent changes or adjustments are largely no longer possible.
A cancellation or change of the delivery or billing address can, depending on the current processing or shipping status, still be carried out in some cases.
Once your order is already in the shipping process, subsequent changes or cancellations are unfortunately no longer possible.
If you would like to make changes to your order, please contact our Support as soon as possible.
You can easily manage and adjust most personal data and delivery addresses yourself via your NAKSU customer account. However, changes apply only to future orders.
Changes to the delivery address of orders already placed are only possible as long as the order is not yet being processed or in the shipping process.
If you no longer have access to your used email address, please create a new customer account with the desired email address. For data protection reasons, changes to the email address cannot be made by our support.
If you would like to delete your NAKSU customer account, please contact our support. Deleting your customer account is only possible through our support.
Please note that your customer account can only be deleted if the following
• All open orders have been completed
• Possible refunds have been fully processed
• There are no more orders on the way
If there are still open processes, we ask for your patience until these have been fully completed.
No, your registration and the use of a NAKSU customer account is and remains free of charge.
How do I sign up for the NAKSU newsletter?
You can easily sign up for the NAKSU newsletter using the newsletter field at the bottom of our website.
With the newsletter, you will receive, among other things:
• Information on new products
• Exclusive promotions and offers
• Updates and news about NAKSU
How do I unsubscribe from the NAKSU newsletter?
You can unsubscribe at any time via the unsubscribe link in the footer of our newsletter emails.
If you cannot find your order in your NAKSU customer account, please first check whether you are logged in with the same email address that you used for your order.
Please also note that orders placed as a guest cannot be automatically linked to a customer account.
In some cases, it may also take a few minutes for new orders to appear in the customer account.
If your order is still not displayed, please contact our support.
Payment and Vouchers
A declined payment can have various causes, such as technical issues, security settings of your bank, or problems with the chosen payment method.
Please first check your payment details and, if necessary, try again or with a different payment method.
If the payment still doesn't work, please contact our support team.
You can securely and conveniently pay for your NAKSU order using various payment methods.
Available payment methods:
• PayPal
• Shop Pay
• Visa
• Mastercard
• American Express
• Maestro
• UnionPay
• Apple Pay
• Google Pay
• Bancontact
• Klarna
You can redeem discount, influencer, and promotion codes directly in your shopping cart or during the order process.
The corresponding discount will then be automatically deducted from your order value.
Please note that voucher codes cannot be added or adjusted retroactively after an order has been completed, as payment for the invoice amount has already been processed.
Whether multiple discount codes can be combined depends on the specific terms and conditions of the promotion or code.
If a combination is not possible, this will be automatically displayed to you during the ordering process.
Unfortunately, voucher codes cannot be added or adjusted retroactively after you have completed your order, as the payment has already been processed.
Therefore, please check before completing your order whether your discount has been applied correctly.
Of course, you can use your voucher code again for your next order, provided it is still valid.
Returns and Refunds
If you wish to return an item, please first contact our support or send us an email to support@naksunutrition.com.
You will then receive the appropriate return address and further information on how to return the item.
Please note that returns are only possible within the applicable withdrawal or return period and certain products may be excluded from return for hygiene or health protection reasons. Further information on this can be found in our cancellation policy and in our terms and conditions.
If your order included a gift, free product, or promotional item, this must also be returned if the entire order is returned. If a partial return causes the required minimum order value for the gift or promotional item to fall below the threshold, this item must also be returned.
Please also note that the costs of the return must be borne by yourself. To ensure your return can be processed and allocated more quickly, please include your order number with the return.
For logistical reasons, direct exchange of items is currently not possible. In this case, we ask you to place a new order.
You can return your order to us within 14 days of receipt.
If you wish to make a return, please contact our support beforehand or send us an email to support@naksunutrition.com .
In addition, we grant you a voluntary return period of up to 30 days from receipt of the goods, provided that the items are in an unused and proper condition.
Please note that certain products may be excluded from returns. Further information can be found in our cancellation policy and our terms and conditions.
If your order arrived damaged, defective, or incomplete, please contact our support as soon as possible.
Once your return has been received by us, it will be inspected and processed.
After successful inspection, the refund will usually be processed within the following business days via the original payment method.
If you have been waiting for your refund for more than 14 days, please contact our Support, stating your order number and the product concerned.
Whether opened products can be returned depends on the type of product.
Products in the categories of food and nutritional supplements, as well as sealed items, are excluded from returns for reasons of hygiene and health protection once the seal has been opened, damaged, or removed.
Clothing may only be tried on as in a retail store. Worn, washed, or used items may be excluded from returns.
Further information on this can be found in our Cancellation Policy and in our Terms and Conditions.
We are sorry that you are not completely satisfied with your order.
If an item has been delivered damaged, faulty, incomplete, or incorrectly, please contact our Support, stating your order number and the affected product. In these cases, we will review your request as quickly as possible and then inform you about the next steps for return or refund.
If possible, please also send us photos of the affected item and the packaging so that we can process and review your request more quickly.
If your complaint is justified, you will, of course, not incur any additional return shipping costs.
Should you wish to cancel or return your order regardless, our regular cancellation and return conditions apply. In this case, you are responsible for the return shipping costs.
Refunds will generally be processed via the original payment method after successful review.
Still have questions?
If you haven't found a suitable answer to your question, you can contact our support team at any time via the contact form on our website or by email at support@naksunutrition.com.
You can find more information here.