Skip to main content

Frequently asked questions 


Ordering and paying

In the NILE online store, you can pay using various credit cards, and via Twint (Switzerland only) and KLARNA (on account). 

You can redeem your promo code on the shopping cart or on the checkout page in the "Enter a promo code" field. The discount will then be deducted directly from your order. It is important that you are logged in with your NILE customer account.


To redeem a gift card, select the payment method "Pay by gift card" in the checkout and enter the corresponding number of your gift card.

Please check that you are logged into your NILE customer account. If you are logged in and your promotional code is still not being accepted, please contact our Customer Service

If your discount code is valid for one favorite item, it will be applied to the most expensive one.
If two items have the same price, the discount will be applied to the item that was added to the cart first.

If you return the reduced item, the discount will not be automatically transferred to a retained item and deducted.

To find out how much is currently on your gift card, you can ask in a NILE store or contact our Customer Service

Our size chart will help you find the right size clothing for you.

You cannot change or cancel a current order yourself. In this case, please contact our Customer Service


NILE delivers online store orders exclusively to the following countries: Switzerland, Liechtenstein, Austria, Belgium, Canada, Czechia, Denmark (excluding Faroe Islands, Greenland), Estonia, Finland (excluding Åland Islands), France (excluding overseas territories, mainland only), Germany (excluding Büsingen, Helgoland), Hungary, United Kingdom, Ireland, Italy, Luxembourg, Netherlands (excluding Netherlands Antilles, Aruba), Poland, Portugal, Spain (only mainland and the islands of Mallorca, Menorca, Ibiza) and Sweden. 

Your new NILE clothing items will generally be delivered within one to three days if you live in Switzerland, Germany or Austria. If you live outside of these countries, your delivery may take longer than three days. 

Please contact our Customer Service if your order does not arrive as expected.

We will deliver your NILE clothing items to you free of charge if you live in Switzerland, Liechtenstein or the European Union. For deliveries to all other countries, we charge a flat shipping rate of CHF 50. 

No, there is no minimum order value. 

Currently, you can only have orders delivered to your home address. 

Exchanges and returns

You can return your order to us within 14 calendar days without giving any reasons. Please use the return slip sent with your order for this purpose.

Return address for customers living in Switzerland, Liechtenstein or other non-EU countries:
Nile Clothing AG

Nile Online Store

Burrirain 56

2575 Täuffelen




Return address for customers living in Germany:

Sigloch Distribution GmbH & Co. KG

Nile Retourenlogistik

Abteilung FASHION Am Buchberg 8 – Tor 23

74572 Blaufelden




Return address for customers living in other European Union countries: 

Nile Tex-Logistics GmbH, 

Nile Online Store

Markus-Sittikus Strasse 20

6845 Hohenems


In order for us to accept your return, the clothing must be returned unworn, clean, undamaged and intact, complete with labels. Once we have received the returned item, we will check to determine whether it is in good condition and, if so, issue a refund. 

You can return your order to us within 14 calendar days without giving any reasons. 

You have two options for exchanging an item.

1. You can indicate on the return slip sent with your order which item you’d like to exchange and which size/color you want.


2. You can return the item to us, then place a new order for the item you want. We recommend this option to ensure the item is available and that you’ll receive it as quickly as possible.

The refund for your return will be issued using the same payment method you used when ordering. The refund will be issued once the returned item has been received and checked. It may take a few days for you to be credited with the outstanding amount. 

If the item ordered shows any defects, please contact our Customer Service

Customer account

You can register for a NILE customer account in a NILE store or in the online shop via the account page

When you set up a customer account with NILE, you will immediately receive the Nilecard. As a member of this loyalty program, you can collect points with each purchase and redeem them against future purchases. 

When you buy non-discounted items, one point per CHF/EUR will be credited to your Nilecard. When you buy reduced-price items or use discounts, you will receive 0.5 points per CHF/EUR. Once you have collected a minimum of 1,000 points on your Nilecard, you can redeem them in any NILE store and online at Ten points correspond to a value of CHF/EUR 1, meaning you will have points credit equivalent to 10% off your favorite items when purchasing at full price and 5% off your favorite items when purchasing at a discount. You must redeem a minimum of 1,000 points (equivalent to CHF 100/EUR 100) each time. Click here to find out more about the benefits of the Nilecard.


As a NILE customer, you’ll also receive a small surprise on your birthday, various discount promotions and invitations to events. 

You can change certain account information, such as the delivery address, yourself in your personal customer account on the website. Please contact our Customer Service if you need any help with changing your personal account information. 

If you’ve forgotten your password, you can reset it using the “Forgotten password” link on the login page. You will then receive an email with the option to set a new password. 

If you do not receive an email about resetting your password, please check the spam folder in your inbox or contact our Customer Service.

Sometimes, it can take a while for the password to be sent. If you have requested the password several times, only the last password sent is valid. 

Both current and past orders can be viewed in your customer account on the Order history page. 

NILE points are credited to the NILE customer account 30 days after the order date.

There are three ways to unsubscribe from our newsletter:

1. Click on the “Unsubscribe from newsletter” link at the end of the newsletter itself.

2. Deactivate the newsletter on your profile page.

3. Contact our Customer Service for help with how to unsubscribe. 

Yes, you can shop at the NILE Online Store without a customer account. To do so, click on the "Guest Checkout" button in the shopping cart.

However, we recommend that you create a NILE customer account to benefit from many advantages.

Questions about sustainability at NILE are answered here.