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FAQ

Trying

If it is free, why do I have to provide a payment method?

A payment method is required to enable us a completely free provision of our service. We promise a free trial, and naturally we keep this promise.

Only if you decide to purchase the product will we charge the amount to the means of payment provided.

When & how do I return my home try-out product?

We know plans change and flexibility is awesome so we don’t force you to plan ahead. Simply go to your account and click on return schedule a pick-up. You can schedule a same-day return or days in advance, it’s up to you. For same-day pickups, please give us a 4-hour notice. We pick up and deliver at any weekday (Mo-Fr, except bank holidays) between 6:00 p.m. and 8:00 p.m.

In what condition are the products I’m trying?

All of our products are in either brand new or as-good-as-new condition; each product is professionally cleaned and maintained by our trained staff before getting delivered to you. If a product does not work properly, please contact us and we will find a solution as quickly as possible.

How do extensions work?

Extensions renew automatically. Your trial starts at the moment you receive the delivery. The maximum trial duration is determined by the brand offering the product on our website. After the trial, the extension renews automatically. We charge you a set fee (depending on the product) for each additional day the product is in your possession. The day you receive the item is considered day 1. For example, if the trial period is set to 3 days: We’d deliver an item on a Monday at 6:00 p.m. and pick it up on Thursday by 6:00 p.m. In this case you wouldn’t get charged. If however you returned it after 6:00 p.m. on the 4th day, you would be charged for 1 additional day. The maximum extension duration depends on the product. For some products, we’re able to grant 7 days after the trial, for others 14 but for some only 3 days. Please check the order confirmation email for the allowed extension period.

Oh no! The item broke, what do I do?

No worries! Wear, tear, minor and accidental damages are all completely covered by us! Destruction, loss, or theft is not covered. Please inform us immediately of any damage. For damages caused by obvious negligence, we may charge up to 100 % of the product’s value.

I love the product, can I keep the one I have?

As the condition of trial products may vary, depending on how many people have previously used them, we have to figure out a price that is appropriate for your trial product, should you wish to keep it. Please contact support@nokbrands.com or call us at 0800 724 17 41 for any inquiries.

How do I prepare for pick-up of the trial product?

As we are trying to build a new sharing community here at nok, we greatly appreciate it if you made sure to return the product in the same condition you received it. Wear and tear of products is to be expected, but gross negligence of cleanliness and consistent damages will lead us to block you from the service. NOTE: Please also remember to unsync/wipe your devices before returning them. Some devices (notably Apple products) are impossible to restore without the user’s passcode!

What happens if I forget to schedule my pick-up?

If you do not schedule your return pick-up slot by midnight on the last day of your try-out, we’ll assume that you either lost or seriously damaged your product, that it got stolen or you simply decided to keep it. In this case, we will charge you a fee equivalent to the product’s retail price. Check the order confirmation email to find out how many extension days are allowed after the trial. But don’t you worry: We will remind you to schedule a pick-up.

Your happiness is our priority, therefore we sometimes turn a blind eye. If it just accidentally slipped your mind to schedule a return pick-up, please send an email to support@nokbrands.com or call us at 0800 724 17 41.

Buying

What locations do you ship to?

At the moment we only ship to locations within Berlin.

How long does it take for my product to arrive?

In Berlin, we are able to deliver on the same day, as long as the product is on stock. If it is currently not available, we will inform you and also give notice as soon as we are able to ship it again.

Are there any shipping costs involved?

All orders will be delivered free of shipping costs within Berlin.

What’s your return policy?

You have 14 days from the day you receive the purchased product to inform us of your intention to return it. You must also ship the product to us within those 14 days to be eligible for a full refund. We’ll only refund the amount after we have received the product and checked its condition.

What kind of warranty do you offer?

Every time you buy a product, you are automatically eligible for a 2-years warranty for items in brand new condition and 1 year for second-hand items. If the product turns out to be faulty, we’ll either repair or replace the item free of charge. Alternatively, we’ll give you a price reduction or a full refund. Simply inform us as soon as a problem arises and we’ll find the most suitable solution.

Paying

Which payment methods can I choose from?

We accept PayPal and credit/debit cards.

Do you do risk assessments?

We’ll use the data provided when you place an order to run a standard risk assessment. This protects you from identity theft, and protects us from fraud. Your public credit score is not affected, no traces will be left on your credit history, and no check is recorded.

To ensure that your payment method is valid and to prevent fraud, we’ll freeze a set sum (partial amount of the product’s retail price) on your credit card. No worries – we won’t actually take the money and it will be released as soon as we’ve received and checked the returned product.

Can my order get rejected?

In certain cases your order might be rejected. There are multiple reasons:

  • Your first payment failed
  • Additional documentation is required
  • Your risk assessment hasn’t met our requirements
  • The delivery address is outside of Berlin

Please contact us if you face any issues with payment processing and we’ll find an adequate solution.

Security & Privacy

Why do I need to register to use your service?

Registering with us helps to speed up the ordering process for you and easily allows you to keep track and manage your orders. We make it super easy on you by automatically creating an account for you at check-out. Just choose a password and you’re set.

 

How secure is your website?

As secure as it can possibly be. We store any information you give us securely using high-level SSL encryption technology – the most advanced security software currently available for online transactions. We are also fully GDPR-compliant.

What personal information do I need to provide to use nok?

The minimum necessary to process your order, that is: your full name, billing and delivery address, email, phone number and payment details.

If I return a product on which I inserted personal data, do I need to delete it?

We make sure all data is deleted before sending the product to the next customer. To be extra safe, it is wise to delete any personal information and unpair any cloud services & accounts before returning the item. So please make sure you backup any important data from your device before handing it back – nok is not liable for data loss! Please remember to unpair your devices before returning them; certain products are impossible to reset without the user’s data!

Business partnerships with nok

How do I get started?

Want to work with us? Awesome – we’re always open to listing great new products or hearing your partnering ideas. Please email us at partnerships@nokbrands.com with your proposal or presentation along with a link to your website – you’ll hear back from us shortly.

PR requests?

Interested in featuring nok in your next story? Let’s talk: partnerships@nokbrands.com