FAQ's
Welcome to the Nile Prime FAQ. Below you'll find answers to the questions we hear most often about shipping, orders, returns, sizing, and payments. If you don't see your question here, email us anytime at support@nileprime.com — we're happy to help.
Shipping & Delivery
Where do you ship?
We currently ship to the United States, Canada, Australia, New Zealand, Germany, Japan, and Mexico — and shipping is FREE on every order, always. No minimums, no codes needed.
How long does delivery take?
Orders are processed within 1–3 business days, and delivery typically takes 7–15 business days after that. Our pieces ship from our international fulfillment partners, so a little patience goes a long way — your boho treasures are worth the wait.
How do I track my order?
As soon as your order ships, we email you a tracking number. You can also check your delivery status anytime using the Track Orders page on our site. Tracking updates can take 2–5 days to appear after shipment, so don't worry if it looks quiet at first.
Why did my order arrive in separate packages?
Because we work with multiple fulfillment partners, items in the same order sometimes ship from different locations. If one piece arrives before the rest, the others are on their way — each shipment gets its own tracking number.
Orders
Can I change or cancel my order?
Yes — within 12 hours of purchase. Email support@nileprime.com with your order number and the change you'd like, and we'll take care of it. After 12 hours, orders enter fulfillment and can no longer be changed or cancelled, but you can still use our 30-day return policy once your order arrives.
I entered the wrong shipping address. What do I do?
Email us right away at support@nileprime.com. If your order hasn't entered fulfillment (within 12 hours of purchase), we can update the address for you.
Returns & Refunds
What is your return policy?
We offer a 30-day return policy. If you're not in love with your piece, you can return it within 30 days of delivery as long as it's unworn, unused, and in its original condition. To start a return, just email support@nileprime.com with your order number.
How do refunds work?
Once we receive and inspect your return, your refund is issued to your original payment method within 5–10 business days. Return shipping is paid by the customer, unless your item arrived damaged or incorrect — in that case, we make it right for free.
What if my item arrives damaged or incorrect?
We're so sorry! Email support@nileprime.com with your order number and a photo of the item, and we'll send a replacement or issue a full refund — free of charge, no return shipping required on our mistake.
Products & Sizing
Do your sizes run true?
Most of our pieces fit true to size, but boho styles vary — so we always recommend checking the size chart on each product page before ordering. If you're between sizes, we suggest sizing up for our flowy, relaxed fits. It's part of the effortless look we love.
How should I care for my Nile Prime pieces?
Check the care notes on each product page. As a general rule, hand wash or gentle cycle in cold water and lay flat to dry for clothing, and keep jewelry away from water, perfume, and lotions to preserve its finish.
Payments & Security
Is checkout secure?
Absolutely. All payments are processed securely through Shopify's encrypted checkout, which accepts all major credit and debit cards plus popular digital wallets. We never see or store your full card number.
Do you offer discounts?
Yes! New to Nile Prime? Use code WELCOME10 at checkout for 10% off your first order. Join our email list for exclusive offers, early access to new arrivals, and seasonal sales — you can unsubscribe anytime.
How do I contact you?
Email us at support@nileprime.com and we'll get back to you as quickly as we can, usually within one business day. We're based in Hawaii, USA — aloha!