FREE SHIPPING ON ALL ORDERS IN MOROCCO

FAQ

DELIVERY & RETURNS

Can I exchange my item?

Yes — exchanges are available,
subject to eligibility.

  • Morocco orders

Orders placed within Morocco are eligible for one complimentary exchange per order. To qualify, the item must be shipped back within 5 days of delivery and meet our return conditions. Any additional exchanges, returns, or defaults on the time line given will require the customer to cover return shipping costs.

  • International orders

For orders placed outside Morocco, exchanges are available; however, return shipping costs are the responsibility of the customer. Once your exchange is registered through our returns portal, you’ll receive instructions to complete the process. All exchange items must be unworn, unwashed, with tags attached, and not marked as final sale. Socks and final sale items are not eligible.

Can I getstore credit?

Yes — store credit is available for all approved returns.

If your return meets our eligibility requirements, store credit will be issued once the item is received and processed at our warehouse. Credit can be used toward a future purchase and is valid for 12 months from the date of issue.

Please note:

  • Store credit is issued in place of refunds
  • Store credit and gift cards are non- refundable and cannot be exchanged for cash
  • Any discount codes or loyalty rewards used on the original order are forfeited when store credit is issued

Do you offer refunds?

Refunds are only issued if an item arrives faulty or damaged and cannot be replaced.

For all other eligible returns, we offer store credit instead of refunds.

PROBLEM WITH AN ORDER

I haven’t received an order confirmation — has my order gone through?

Once your order is placed successfully, a confirmation email with your order details is sent within 24 hours. If you don’t see it, we recommend checking your spam or junk folder first. 

If you’re still unable to locate the email, don’t worry — we’re here to help. Simply click the 💬 chat icon in the bottom corner of the page to get in touch with our team or send an email at info@nanasactivewear.com 

To help us look into this quickly, please have the following information ready:

  • Full name and email address used at checkout
  • Shipping address
  • A screenshot of the transaction from your bank or payment provider
  • The last four digits of the card used for the order

In most cases, it’s something simple — like a spelling mistake in the email address.
Our team will be happy to investigate and confirm everything for you.

What should I do if I received the wrong item?

We’re truly sorry if something isn’t right with your order. If you’ve received an incorrect item, please click the 💬 chat icon in the bottom corner of the page or send an email at info@nanasactivewear.com and let our virtual assistant know that your order arrived with the wrong item.

To help us resolve this as quickly as possible, please have the following ready:

  • A clear photo of the item you received
  • Your full name, order number, and shipping address

Once we have these details, our team will review the issue and guide you through the
next steps.

Thank you for your patience — we’ll make sure this is sorted promptly

Why was my order cancelled?

We’re sorry if your order didn’t go through as expected. If an order is cancelled,
you’ll receive an email from us explaining the reason.

Orders may be cancelled for one of the following reasons:

  • Item availability: Occasionally, an item may become unavailable due to unexpected stock limitations, making us unable to fulfil the order.
  • Payment verification: Your payment may not have been successfully verified. This can happen if billing details don’t match, payment information is incomplete, or if
    multiple transactions are attempted within a short period of time.

If neither of the above seems to apply, we recommend trying again using PayPal, as it offers an additional layer of verification. If you’ve already attempted several checkouts, waiting a few days before retrying can help prevent the order from being flagged again.

If you need further assistance, our team is always here to help via the 💬 chat icon.

Thank you for your understanding

PAYMENT

Can I viewprices in my local currency?

We’re a Moroccan/American brand therefore our website defaults to MAD, however, if you click the MAD icon in the top right corner, you can pick a different currency.

Do you sellGift Cards?

Yes, NANA’S offers digital gift cards, delivered straight to your inbox.
We currently don’t offer physical gift cards.

Gift cards are emailed to the address provided at checkout. For gifting, we recommend using your own email and forwarding the gift card to the recipient when you’re ready.

Please note that gift cards are non-refundable.

If you’d like help choosing an amount or need assistance, we’re always here via the 💬 chat icon or via email at info@nanasactivewear.com

What to do ifI was charged the wrong amount?

The total charge is always the amount confirmed by you at checkout, so we recommend first checking that your order was placed in the correct currency.

If the amount shown on your order
confirmation email doesn’t match what appears on your bank statement, we’re happy to look into it for you.

Simply email us at info@nanasactivewear.com and share the following details:

  • Order number
  • Full name
  • email address used at checkout
  • Shipping address. 

Our team will review this with you and clarify any discrepancies.

We’re sorry for any confusion — and we’ll make sure everything is resolved quickly

OTHER

Still need help?

If you can’t find the answer you’re looking for in our FAQs, our team is always here
to support you.

For any additional questions or assistance, please reach out to us by email info@nanasactivewear.com and we’ll be happy to help. Whether it’s about your order, sizing, or anything in between, we’re committed to making your experience with NANA’S as smooth as possible.

We aim to respond as quickly as we can and appreciate your patience during busy periods. Thank you for being part of the NANA’S community