nu-in.com Reviews 180

Amazing customer service, they really make sure that you are happy with their product and come easily with a solution when you don't. I had a problem with one of their jean, and with a good explanation of what happened, they refunded me the jean !

I highly recommend shopping at nu in, you can tell that they care.

Summary: It is a real company with nice quality clothes. Detailed review below.

==Update 12.02.22==
Thanks for the reply!
Further experience with the company:
DHL decided to ship my last order back to warehouse for unknown reason. I emailed customer service, got a reply 3 days later, the order was shipped to me again with no extra charges (arrived a week later in the end).
Products:
*two knitted tops, one tube, one singlet (sized down this one) - ok quality & fit.
*B&W long jeans - too tight in hips but ok in waist. Don't order unless you have a more squarish body shape. Goes back.
* knitted dress - heavy fabric, loose fit, goes back
==Previous review==
I wonder why the reviews here are so bad.
I ordered from Nu-In five times between May 2021 and February 2022. My last order have not yet arrived, but is already in transit (order placed Monday 31st at night, carrier estimate for arrival is Saturday). I will update the review after receiving it. The order made in late November arrived December 1st with no issues. The shipping is expensive, but was always fast, it became faster when the items started to be shipped from a warehouse in Germany and not from Portugal.
The items are returnable (except for Green Fashion Week purchases) and I have successfully returned clothes that didn't feet me.
Customer support was ok.

===Review of the things I bought to date== (I mostly wear S, sometimes M for pants, hourglass body shape so issues with fit are common. I was happy or fine with most of what I ordered, though):

*2 cotton cropped T-shirts, nice quality, nice fit, true to size
*2 long sleeve tops, tennis and green - TTS, nice material
*cropped hoodie from "towel" material - looks nice, became a little smaller after washing, the hood is a little bit heavy so the hoodie can ride back (this is not so pleasant in the neck area). The piece still looks pretty much like new after half a year of intensive wear.
*beige color block hoodie - that one was a good choice really. looks fab, sturdy fabric, became smaller after washing.
*cotton bodysuit with marble pattern - very high quality thick fabric, looks fab, a little bit small in the breast area. very chic.
*knitted V-neck top/bralette - was loose, I had to reorder in XS. Not supper supportive but I can wear it with no bra although I have quite some boobs.
*LE high-waist cycling shorts - TTS. They loose the shape around waist after a few times worn and need to be washed (**)
*high waist shorts (knitted) - I sized up when ordering but it was still small, had to reorder again. Looks nice, but becomes loose after a day of wear, see **.
*midi skirt with side detail - nice, but looses shape easily. The folds do not really hold; skirt a little bit to loose below stretchy waistband. the silhouette still looks fab.
*loose fit jeans, bought via a different retailer website (were out of stock on brand website): nice fit, not too loose in the waist, but the drawcord elastic broke when I was trying the pants on. i kept them but had to exchange the elastics on both sides. A little bit too long (I am 172cm tall)
*knitted wide high-waist pants - were super loose in S, heavy, returned.
*high waist oversized joggers - too loose in waist, too small in hips, returned.

What I like:
+The styles are not too basic or plain or boring as in many sustainable shops. Being able too find a stylish piece of clothing there stops me from going to a Z*ara.
+I can pay for it. Not too expensive.
+Quality seems to be nice.
+Quite a lot of info on sustainability and ethical production, including factory workers wages and benefits.

Cons/things to be improved:
-Not always consistent sizing. The sizing tool is available for some clothes, but many products lack it. Sometimes the information about the item running small/large is provided, but it is not clear how much should one size up/down. Maybe having reviews from customers onsite could help.
It would be helpful to have more information for each item, i.e. if the material is stretchy or not, item measurements or measurements of the model (currently, only height is provided). I always wonder if the item would accomodate my breast/thighs or not as the models have more boxy body type then I do. General size conversion chart is almost completely useless for that.
-Expensive shipping. I get that returns are not sustainable, but consistent sizing and product description are the way to go here.
-There could be more transparency. I.e. Supply chains? There is a page about materials but no idea where the newly grown cotton comes from and if the company is aware of it.
-Partnership and mutual support with other sustainable brands is quite limited. Feels more businessy then trying to bring the change.
-The cuts are not so diverse. Might be difficult to find clothes that fit not only the boxy,thin model bodyshape.

I ordered two items on 26.11.2021. The first one arrived without any issues, shipped from an EU location. The second item only arrived today (27.01.2022 - exactly two months later) and even though the website says that for EU customers they ship from an EU warehouse, the item actually arrived from the UK, meaning I was forced to pay additional customs fees.

I don't really mind the wait and the quality of the items is good, but will not be ordering again since apparently it is not actually guaranteed that items are shipped from within the EU and I don't like playing the I-wonder-how-much-the-customs-fee-will-be lottery.

I honestly cannot believe it…I am completely shocked! I have ordered a few items beginning of December and received the parcel today (25.01). Turns out 90% was out of stock (which no one informed me about up until now) and they’ve only sent me the shorts of a set that I’ve ordered. This is totally unacceptable and I would highly recommend to avoid this company! Customer support has also been useless throughout the process! What a waste of money…

Fast shipping to Finland!
LOVED the two items that I got, extremely good quality (cotton) and material felt super soft. It’s hard to figure out the sizes, so some kind of sizing guidance should definitely be on the site ✌🏼Luckily I sized up a little because cotton shrinks, so they fit me perfectly:) ordered two dresses in size s, I am usually xs/small s for reference (hope it helps!) 🤓

Would have loved to ordered more but shipping is expensive :(

Ordered on Dec 8, it took over a month to arrive and it sent to the wrong address. Luckily the recipient was honest and try tracing me on social media for me to pick up.
Cust service was wuite fast in responding (around 2 days) before I received the order. But when I emailed them again for complaints, they just don’t care. It’s been more than a week. They sent a wrong size, ordered sweater in XS and it came in XXL?!?!!
Also I DMed them before buying to make sure the jeans sizing, it’s completely inconsistent and turned out the jeans were way bigger than what ut stated in the website.
Ordered a hoodie as well, and came with a pen stain!! Not gonna disappear after washing.

Update: they have replied to my complaints and was offered to return.
Thanks

Ordered on 7th December and never received my item. I was ignored by customer service only to have my order cancelled without notice.

Their ethics are a lie. This company is pure trash and I hope it goes down. The quality was much better but now is really bad. Not sustainable to wear a piece of clothing a few times and get it looking like an old piece.
Also, customer service doesn’t reply to messages or fixes shipping issues.
Sizes are incorrect and if the piece doesn’t fit you or if you’re not happy with it they don’t accept returns??? That’s illegal. Seems like some sort of scam now to me.

Ordered on the 1st December and have still NOT received my order.

I've chased multiple times as it was a Christmas present and I must say the customer service is appalling. Some of the items come poorly sewn together making crotch areas and shoulder areas sit weirdly when worn.

I used to be a regular customer but you've lost my custom now.

Order placed 29 november, did not arrive for over a month. Completely terrible communication from day one. The most efficient part of the whole operation was the part where they take your money at checkout.
My order arrived with the vast majority of the items missing, and for one item they gave me the top version of the dress i ordered. Another item had the most terrible tailoring I have ever seen and a button was missing an the crotch area. I immediately returned these items, at my own cost, and to this day (more than 2 weeks later) the refund has not even been processed.
Same story with the missing items. It takes them about a week to respond to the simplest of queries and then its just radio silence.
This is without doubt the worst internet shopping experience i have EVER had the misfortune of having. They had an excellent attractive concept but it seems the leadership team is completely incompetent so it has been completely ruined. Never shopping here again, and I advise everyone to look elsewhere.

The products ordered are excellent in quality and in style, the sizing is just appropriate and we are overall very satisfied. The customes service is very helpful and kind, too.

As others have stated, it is a great idea but has not followed through. I ordered on 6th December and didn't receive my items until 24th December, receiving only 3 of the 7 I ordered. I received very vague responses from the customer care. They have finally (as of 10/01) acknowledged that my order wasn't fulfilled and have issued a refund, but only for 3 of the 4 items missed off. Also, the high shipping cost is bad as it is, but to still have to pay it to only receive 3 light items is annoying. I really like the initiative but this experience has prevented me repurchasing

Update: I have received a refund for the fourth item 7 weeks later, however most frustratingly 3 of the 4 items they said they couldn't deliver because they were out of stock are still available and in stock in my size on the website? Something wrong there...

It took almost a month before I received anything from my order. Customer service is slow to respond if they do at all. I finally got a notification to say my order had shipped with all the items but I received only half my order. Still no contact from the company to say where the rest of my order is. Really disappointing service, feels like a scam.

Just like many others have stated- great idea but really poor service. Received 1/3 items after waiting over a month. There was no warning, no refund, no communication at all that I wasn't going to receive most of my order. Also meant my mum didn't recieve one of her Christmas presents.

After being told there was a delay due to a new warehouse and also sale and Christmas I wasn't going to give the brand a bad review. But when my parcel finally arrived with only 1 item in without any warning or refund its taking the P - this is really poor service. Struggling to persuade myself to buy from nu-in again.

By the way- contact by Instagram is the quickest way of getting a response.

I still haven't received the items I bought almost a month ago. When I message customer service, I get automatic replies. I can't get an exact date or information. The last time I wrote 5 days ago that I want to cancel the order, I have not received a reply yet. I think I was scammed by the company. My order number is #305887.

Updated on 1/28/22
Quick summary, more details below:
Overall, I wouldn’t recommend shopping at nu-in. Shipping took 3 months to the US, with no updates from the company, and they refunded/didn’t send over half my order.
———
After waiting 3 months for my order, I had over half my items refunded. This was, extremely confusingly, after I received a shipping notice saying my whole order shipped. Additionally, I went onto the nu-in site and saw most of the items being refunded still listed with the size I had ordered available. This frankly just is a shady business practice and I just have no idea what to think.

The clothes were nice, albeit some sizing discrepancies. I’d compare the quality to old Zara, so it varies but pretty sturdy. With the delays, lack of communication/transparency, and refunding my order I can’t imagine even using the coupon they provided to make another purchase. I’ll be watching this company but it was just an exhausting experience. I’ll be keeping an eye on the company bc I truly love the sustainability focus.

Original review, created on 1/4:
This pains me to write. I love what nu-in is doing in terms of mission and sustainability. My problem is with customer service, which may the worst I’ve ever encountered.

I placed an order on Nov 29, and have still not received any tracking information or shipping updates. While I knew there would be delays and it could take a while to ship to the US, I never imagined it’d take this long.

After not hearing anything from the company for 3 weeks, I contacted their support email to inquire about the status of my order. To this I got an auto response that they’re having a high volume of support tickets. Meanwhile, I went to their site to track my order, but it gave me an error stating “there’s no information about this order”, which is just ridiculous. This is still the case when I tried it today.

I wait another week and received no reply. Then, I received a very generic “sorry we’ve had delays with orders” email in my inbox that was obviously a mass email, which did not provide any timelines or reasons why this was happening.

After reaching out again via email and commenting on their Instagram, I finally got a response, albeit wholly lacking in any substance. They let me know I shouldn’t expect my package to arrive for the holidays. I prodded for more info, and finally they told me they were having trouble at their warehouse and wouldn’t be shipping US orders out until after the holidays.

I really don’t care about the delays, these things happen. I am frustrated about the lack of transparency. It’s very unfortunate that you can’t trust this sustainable company. I’d stay away until they fix these issues.

Received 2/5 items after waiting over 2 weeks. There was no warning, no refund, no communication at all that I wasn't going to receive over half my order.

I wasn't going to give them a bad review because of the incredibly long delivery time because it was a sale and it's Christmas. But, to wait that long to have 3 missing items I've paid for, is shocking.

Very happy with the quality and price. Exceptional for sustainable fashion brand. The shipping was less then a week despite holidays season.
I like that your items are looking good

Buying clothing from this company is much more stressful than it should be in 2021. The shipping of orders is very slow, and the quality and sizing are very hit or miss. For instance, I recently ordered two pairs of jeans in the same size (34/32), and while one fit fine the other is ridiculously big to the point that it cannot even stay on my body. I tried to return this pair due to the faulty sizing, but my return was rejected due to their stringent returns policy.

All of this considered, there is nothing that I can recommend about this company. Even when the clothes fit, I feel that the quality does not match the price even for "sustainable" clothing.

I think it would be helpful if buyers could write reviews of the products, so that it is easier to get an idea of the sizing and quality before buying. This would also make it easier to identify product issues and make future improvements.

Updated below on February 9, 2022 after getting a response from the company.

The company said that there is no record of me communicating with the customer service team, but my return was rejected via an email from the customer service email address they referred to, which is why I did not reach out to them again. I'll try contacting customer service again, and will update my review after I get a reply. Unfortunately, it's been so long now since my order, so hopefully it is not too late.

Updated after a response from customer service:
After contacting customer service again, I was told to send them my measurements along with photos and videos of the garments that did not fit. However, I was not told whether I would be able to get a refund if I provided these & proved they did not fit. After specifically asking them this, their answer was that they couldn't tell me until I sent my measurements, etc. Having to send this in for a possible refund seemed excessive to me & made me uncomfortable, so I decided to no longer pursue the possibility of a refund.