There are couple things that can be done. First of all, try to close the app and reopen it. This usually helps. If it doesn’t, just drop us an email at email@example.com and we’ll be happy to help you with your issue.
How can I change my user details?
User settings can be changed and updated from “My profile” (the icon on the bottom right corner) where you can find the settings next to your picture and ratings. You can change your picture and account information from there.
I do not have a Facebook account, can I still use the platform?
Yes, you can! We have added the possibility to sign up by using your email address.
Can I use Nino from my computer or tablet?
You can use Nino through your mobile phone and tablet. Nino will soon be ready also for computers. We will be happy to inform you when it is going to be launched 🙂
Do I need to meet the seller in person?
Good news! You do not need to meet the seller in person as we want to make the buying process as simple and easy as possible. The items will be sent to you by post.
How long do I need to wait to get my clothes?
You should receive the item within a week. This might vary a bit depending how quickly the seller sends the item. Postal service’s delivery time might vary too (weekend, bank holidays, Christmas/Easter season).
I bought something and the item was not what the seller was advertising (different size, damaged item, wrong color). What do I do?
If that happens, please collect all the possible evidence and contact us at firstname.lastname@example.org.
Can I return the clothes?
There’s no return policy at the moment as the purchase is done between two individuals.
If I buy many clothes, do I get them all at once?
You will get one packet from each seller. For example, if you buy items from two different sellers then you will get two packets. Just remember to update the newest version of the app to get this function 🙂
Why do I need to pay delivery for each of the items?
You do not need to pay postage for each item separately. With the new update, you get items from the same seller in one packet. So you pay postage per seller not per item.
How can I report an item that looks suspicious or wrong?
You can report an item, comment or user by clicking the three dot icon on the right side. We would appreciate a lot if you can do this as there are so much new content all the time that we might not notice everything quickly enough.
What payment methods does Nino support?
Nino supports the most common credit and debit cards.
What do “Featured”, “New” and “Offers” mean?
“Featured” is the list of the best items, which are handpicked by us. “New” section includes all the new items so basically all items which have been added to the platform lately. “Offers” includes items that are on sale. If the seller lowers the price 20% or more in one go, the item goes here.
How do I delete items from my shopping cart?
You can delete items one by one by going to the shopping cart and pressing the bin icon on the right bottom side.
Can I track my order?
Yes you can! You will get a tracking code after you have done the purchase.
I haven’t received my item, what do I do?
If you haven’t received your item yet, don’t worry! You can check where your item is using your tracking code. Sometimes the package might take a bit longer, just bear with us. If after 3 weeks you still haven’t received your item please contact us at email@example.com and we’ll gladly help you.
I would like to give a review of my orders, how can I do it?
We’re glad you want to help us giving reviews of your items. You will be asked for feedback after you pick up your item.
How much is the delivery?
The delivery cost is 4,50€ for most of the items (packet size max 3 x 25 x 35 cm, Posti’s packet size XXS). Bigger items, such as shoes or winter jackets, have delivery cost of 5,90€ (packet size max 11 x 36 x 60 cm, Posti’s packet size S). You will see the delivery costs when accessing your shopping cart.
Can I ask questions about the item?
Yes you can and we encourage you to do it! You can find the comment section of every item at the bottom of the item view.
I received my item, do I need to do something else?
There’s one last thing that you can do. Once you pick up an item, you’ll be asked for feedback on the app. Ratings and feedback are very valuable for the platform and the community!
What happens if I do not collect my order from post?
If you do not collect the order from the postal service, it means that they will return the packet back to the seller and the transaction will be marked as a successful. The seller will still receive the money.
I’m not living in Finland, can I buy clothes from Nino?
Really good to hear that you are interested in our platform! We are currently only operating in Finland but we are expanding soon our platform to also include other countries so you will be able to use Nino soon.
How long do I need to wait to get my money?
You will get your money usually within one week after the delivery has been sent. The exact amount of days might vary, as we need to first make sure that the buyer has received the item and everything is fine.
Do I need to meet the buyer in person?
No you don’t! The good thing about Nino is that you do not need to meet up with the buyer as all the items are sent through postal service. So you only need to put the item on an envelope or box and take it to the nearest store offering postal services with the “Helposti” -code you will receive after the item has been sold.
Is there a minimum price for my items?
The minimum price is 3 euros.
What does “my gains” mean?
My gains is the amount you will receive after the item has been sold. My gains therefore means the amount you will get to your bank account after selling your item.
Do I get the whole selling price for me?
In the selling process you can see the my gains indicator, which shows how much money you will get after the item has been sent to the buyer. The breakdown of your gains can be seen by pressing the information icon next to the text “Your gain”. The difference between the selling price and my gains is the small fee used for maintaining the service and VAT of the service fee. But don’t worry! You don’t need to pay that fee from your pocket.
Do I need to pay something?
No you do not need to pay anything to sell items on the platform. Nino is free to use!
For how long can I sell my clothes?
You can sell your clothes for as long as you want. If your item doesn’t sell we’ll make sure to help you succeed. Read our blog and follow our tips and tricks to be a great seller. If you are still having trouble selling your items, please contact us at firstname.lastname@example.org.
How long does it take to sell an item?
This depends on many different factors. The average selling time is within a week. We have noticed that items that are in a good condition, with clear pictures and detailed description sell the fastest. You can find tips and tricks on how to sell faster and better in our blog and social media.
I sold my item, what do I need to do?
The next step is to send the item to the buyer. The sooner you bring it to the nearest pickup point, the better rating you’ll get! If you can’t immediately bring the item to the nearest pickup point, you can still do it within two weeks. Remember that each day counts, and your rating will be affected if you are late. After the item has been delivered to the buyer and reviewed the money will be transferred to you.
What is the maximum size for my package?
The maximum size depends on the kind of item and it can be seen from the information after you have sold the item. You will get all the information you need regarding to the sending process when you sell the item. For most of the items, the maximum packet size is 3 x 25 x 35 cm. For a bigger items such as shoes or winter jackets the maximum packet size is 11 x 36 x 60 cm.
I do not have a package at home, what do I do?
No worries, you can also use an envelope if the item is small or buy a package from Posti, R-Kioski or any other store.
I sold my item, how much time do I have to send it?
The faster the better! If you are fast, your rating will be much better than if you delay few days. If you can’t bring the item to the nearest pickup point immediately, you have a maximum of two weeks time to do it before the purchase is cancelled. It is always good to remember that the buyer is most likely waiting for the item and would like to receive it rather sooner than later.
I sold my item, but I don’t have it with me anymore. What do I do?
In that case please contact us at email@example.com.
How do I get my money?
You will get an email from Stripe when your item has been sold and the money is on its way to you. Follow the email instructions to create a Stripe account. After that you can accept the transfer and inform in which bank account you want the money to be transferred to.
How can I get my item featured in the “Offers” section?
You can promote your clothes lowering the price a 20% or more in one go. We will automatically show it in the offers section.
How can I get my item featured in the “Featured” section?
Featured items are handpicked by our staff. If you want to have more chances to get your item featured, make sure you have clear and good looking pictures and the item description and price are in line. Good luck!
My item is not selling, what do I do?
The first thing is to check that the description and chosen categories correspond to the item. Also very important, use good pictures that show the item well and make it appealing for people to buy it. A picture is worth a thousand words! Another trick is to lower the price of the item in one go at least 20% to make it appear in the “Offers” section. If you want more tips and tricks on how to sell more, follow our social media accounts and read our blog. You’ll find a lot of useful information there. If after all, you still struggle getting your item sold send us an email and we’ll help you!
How can I optimise my sales? What works and what not?
This is an important question as we want that everyone is able to sell their items quickly.
One of the most important things is to have appealing pictures of the item. Make sure your pictures show the whole item. If there is some special detail in the item, then it would be a good idea to include a picture of it as well. Pictures are the first thing the buyer will pay attention to.
The second important point is to have an accurate description and clear title. This is the point where you can convince the buyer by giving some extra details about the item and its condition. Be truthful if there is a hole, small stain, etc. Otherwise, the buyer will notice it after receiving the item and will most likely affect your rating and therefore your selling possibilities in the future.
Make sure you have a reasonable price. At what price would you buy the item if you wanted to buy it from someone else?
What can I sell?
You can sell clothes, shoes and some accessories for babies and children up to 12 years old. You can sell used, new and handmade items. Currently we are only focusing on clothes and children’s fashion and therefore have not included any other products like toys or baby supplies in our platform.
Can I sell my self-made clothes?
Yes, absolutely! On the brand list, we have included the “self-made” option there, so you can choose that when adding the item to our platform.
I have some old clothes but they are worn out, can I sell them?
The rule of thumb is, would you be happy to buy clothes in that condition from someone else? If yes, then you can sell them. However, worn out clothes tend not to be sold as people usually prefer to buy clothes that are still in a good condition.
I can’t find the brand in the list. What do I do?
As new brands are born everyday there is a possibility that not all the children brands are listed. We try to keep the list as up to dated as possible. If the brand is not included in the list, then you can choose the option “Other brands” and write down the brand name on the item description. We will do our best to add the missing brands to our list as soon as possible.
I got banned from the platform, why did it happen? What do I do now?
Most likely this has happened because there has been a violation of our platform’s rules and regulations. Please send us an email to firstname.lastname@example.org if you think it’s a mistake.
My item has been removed from the platform, why did it happen? What do I do?
In most cases the item is removed due to inappropriate picture, or due to unsuitable language used as they are violating our platforms rules and regulations. If you think there has been misunderstanding then please be in contact with us at email@example.com
Is there a limit on how many items I can sell?
There’s no limits. You can go ahead and sell all your wardrobe!
I have a bad rating, how can I improve it?
Here are couple tips how to improve the rating:
First of all, make sure that you are having an accurate description and clear title. Be truthful here as for example if there is a hole or stain in the item the buyer will notice it and this will affect the rating you will receive.
Also, it is good to make sure that the chosen condition represent the real condition of the item.
Pictures tells more than thousand words so it is important to have many pictures from the item using different angles. The best pictures are clear and appealing to the eye.
Send the items fast to the pickup point. Delivery speed is one of the ratings, so make sure you get your part done fast!
If you want more tips and tricks about how to get better ratings, follow us on the social media and read our blog.
The buyer has received the item but I haven’t got my money yet, what’s happening?
Don’t worry, you will receive your money soon. Before you get your money, we want to make sure there are no problems with the item, so we ask the seller for a review of the item. It might take few days until the buyer reviews the item, so please be patient. If the seller doesn’t review the item within two weeks, you will receive your money automatically. If you still have some issue, please contact us at firstname.lastname@example.org and we’ll be happy to help.
I’m not living in Finland, can I sell my clothes on Nino?
Soon you will! Currently we are only operating in Finland, but will be expanding soon to other countries.