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FAQ

Account and Login

How can I create an account?

Nothing easier than that!

Just click on Sign Up in the right upper corner of the website. Enter your email address and choose a password. 

If you have already added a product to your shopping basket, you’ll be able to create an account during checkout. Just enter your email address and the password you want to use in the dedicated fields. Use these details to sign in to your account in the future.

 

I want to sign up with a new account but it doesn't work!

If you are unable to create  a new account with your email address, it is possible that an account with that address already exists. Just request a link to reset your password here. 

It still won’t work? Please reach out to our Customer Service. We are more than happy to assist you! 

How can I change my password?

If you are already signed in:

Click on Hi (+ your username) in the right upper corner to access your account’s overview. Choose Account details from the left sidebar to change your user name, email address or password. Click Save when you’re done.

If you have forgotten your login details:

Click on Forgot password? in the login window. We’ll send you a message containing a link to reset your account’s password. 

Can I change the login email address?

Of course you can. Click on Hi (+ your username) in the right upper corner to access the account overview. Choose Account details in the sidebar on the left to access and change your username, email address or password. Click Save when you’re done. 

How can I delete my account?

Please reach out to our Customer Service to request a removal of your account and all related data. We’ll send you a confirmation as soon as we have deleted all of your details from our system. 

Try for free

I just want to try for free. Why do I have to provide a payment method?

We only need the payment method to validate your account. The entire trial stays free. Only if you decide to purchase a product will we charge the retail price to your account.

Why do I have to provide so many details?

Like every other online shop we need your address to be able to deliver the product to you. If you decide to buy the product, the billing address is also a requirement. We might also have to contact you regarding any changes to your order, therefore we ask you to provide a valid email address and phone number. As mentioned before, the payment method is required to validate your account. 

How & when do I return my home-tryout product?

If you don’t like the product, we’ll just pick it up again after the trial. For free, of course! You’ll be able to schedule the pickup already when you order the product. If you prefer to stay flexible, you’ll also be able to do so later. Just sign in to your account and click on Orders in the left sidebar. Next to the product image you’ll find the button Schedule which will lead you to the return order mask.

Please note: On working days, pickups will take place between 6 p.m. and 8 p.m. On Saturdays, we’ll pick up the products between 2 p.m. and 4 p.m. Same-day pickups can be scheduled up to 2 hours in advance. If you’d prefer to return the product on a Satday, please make sure to schedule the pickup at least a day in advance.

 

In what condition are the trial products?

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. 

 

When will you pick up the trial unit?

You’ll be able to schedule a same-day return pickup during weekdays. Our drivers will pick it up at your place between 6 p.m. and 8 p.m. (except on bank holidays).

Please schedule Saturday returns one day in advance. Our drivers will pick up the product between 2 p.m. and 4 p.m.

What if I forget to schedule the return of the product?

Don’t worry. We will remind you to schedule a return before the trial period ends. If it just accidentally slipped your mind to schedule a return pick-up, please contact our Customer Service.

We will also reach out to you. If there is no reply at all, we will assume that you simply decided to keep the product. In this case we’ll charge the product’s retail price to your payment method.

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

We greatly appreciate it if you made sure to return the product in the same condition you received it. You will find instructions for cleaning and reboxing of each product on our website. Wear and tear is to be expected, but gross negligence of cleanliness and damage caused by negligence may lead to additional charges. 

PLEASE NOTE: Please remember to  unsync/unpair/wipe the product before returning it. Some devices are impossible to restore without the user’s passcode!

 

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

Wear, tear, minor and accidental damage are all completely covered by us. Destruction, loss or theft are however 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.

Delivery, purchase and warranty

When will you deliver the product to me?

You can choose the date and the timeslot that suits you best.

Same-day deliveries will take place between 6 p.m. and 8 p.m. You’ll be able to schedule these until 4 p.m. on the same day.

If you prefer to schedule the delivery a few days in advance, you’ll be able to choose between these timeslots on weekdays:

10:00 a.m. to 12:00 p.m.

12:00 p.m. to 2:00 p.m.

6:00 p.m. to 8:00 p.m.

On Saturdays, our bike couriers operate between 2:00 p.m. and 4:00 p.m. Please note that you’ll have to schedule a Saturday delivery one day in advance.

 

I love the trial product, can I keep it?

Of course you can! You can decide to either keep the trial product (we’ll adjust the price according to the number of previous trials) or to buy a brand new, unused model. If you purchase a brand new product, our courier pick up your trial product at delivery.

To purchase a product, just log in to your account and click on Orders. There you’ll find the Buy button. If you have any questions regarding purchase or pricing, please don’t hesitate to reach out to our Customer Service.

What locations do you ship to?

At the moment we only deliver to locations in Berlin.

How long does it take until my product arrives?

Our drivers in Berlin will deliver both trial products and purchases on the same day, depending on the availability. If you purchase a brand new product following a free trial, the items will be swapped directly at your front door. We will inform you if the product is currently not available or delivery at the selected date & time is not possible.

Are there any shipping costs involved?

All orders will be delivered free of charge.

What's your return policy?

You have 14 days from the day you receive the purchased item to inform us of your intention to return it. You must also hsip 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?

Each brand new product is automatically eligible for a 2-years warranty. Second-hand items (trial units) will come with a 1-year warranty. If the product turns out to be faulty, we will either repair or replace it free of charge. Alternatively, we will offer you a price reduction or a full refund. Simply inform us as soon as a problem arises and we will find the most suitable solution. 

Payments

Which payment methods can I choose from?

We accept payments via PayPal or credit/debit card. Payment will only be required if you decide to purchase a product. For the free trials, we solely need your payment method to verify your account. 

Do you do risk assessments?

We’ll use the data provided to run a standard risk assessment. This protects you from identity theft, and 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 possible reasons: 

  • your first payment failed
  • additional documentation is required
  • your risk assessment hasn’t met our requirements

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 an account with us helps us to speed up the ordering process and allows you to easily keep track and manage your orders. We make it super easy on you by automatically creating an account at check-out. Just choose a password and you’re set. In your account details you will find an overview of your orders and will be able to quickly and easily schedule a return or purchase a product. 

 

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. Of course we are 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, a valid email address, a contact phone number and a valid payment method to verify your account. You can change the provided information at any time in your account settings. If you don’t want to use our service anymore and wish to fully delete your account and all related data from our system, please contact our Customer Service

 

Will I need to remove my personal data from the trial device before returning it?

Please reset the product to factory settings if you have created an account or stored any personal data on it. We make sure that all data is deleted before sending the product to the next  customer. Certain products are however impossible to reset without the previous user’s account and therefore cannot be reused, if not properly wiped before. You will find instructions on how to reset your product on our website. Please make sure to backup any important data from your device before returning it. nok is not liable for data loss. 

B2B: Partnerships & PR

I want to cooperate with you. How do I get started?

Would you like to work with us? Awesome! We’re always open to listing great new products or hearing your partnering ideas. Please email us to partnerships@nokbrands.com with your proposal or deck along with a link to your website. We will  get back to you shortly. 

PR requests

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