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Frequently Asked Questions

Order Status

  • How can I change the address or phone number in the Order?

    You can write to us at / call us on +91 (0)22 62487999 in case of any errors in your shipping address and phone number If your order hasn’t been shipped yet, the team can still modify the details. You cannot change the address once the order is shipped.

  • How do I check the current status of my order?

    You can review the status of your orders by visiting the "Order History" tab in your "My Account" page. This will give you the details for your recent order along with a history of past orders. 

    You can track the status of your recent order. It will be marked as ‘Fulfilled’. The tracking details will be available on your account and also be shared on your registered phone number.

  • Why is my order not showing?

    Your recent order should be available under the ‘Order History’ section under ‘My Account’. It will also contain the details of all your past orders.If your most recent order is not showing after successful payment, please do not worry and contact us on / call us on +91 (0)22 62487999.

  • What do I do in cases of failed delivery?

    In case of any concern with delivery of your order, you can contact us on / call us on +91 (0)22 62487999.

Returns and Refunds

  • Can I cancel my order?

    An order placed and confirmed cannot be canceled. The products are not returnable considering the hygiene we need to maintain. In a proven case of damaged or wrong delivery as mentioned below, we can provide appropriate resolution of replacement on a case to case basis.

  • How does replacement work in case of damaged products or wrong products being delivered?

    You are entitled to a 100% replacement of order in case you received something else than what you ordered or your order reached you in a damaging manner. If your order includes multiple items, partial replacement of the required items is also possible. If the purchase of the Product is made under a special promotional offer or any special scheme, special rules shall apply for a replacement.

  • How long do I have to initiate replacement?

    The replacement process must be initiated within 24 hours from the time of receipt of the order by the User. The Product must be in an unused state before seeking a replacement and should be accompanied by a copy of the original receipt or invoice issued at the time of sale of the Product.

  • What is the process of replacement?

    Any request for replacement will be accepted only after inspection of the Product. Once the replacement request is placed with the customer service, the logistics partner will arrange for a pickup of the Product from the address provided at the time of placing the order. Once the Product is received, the inspection team will confirm the replacement. On confirmation of the genuine need for replacement of the Product, we shall replace the desired Product with the User.

  • How can I initiate the replacement?

    To initiate the process of replacement, you will have to contact and write to us at If you have any queries before, during or after the replacement is completed, feel free to contact us at


    Refunds will not be made under any circumstances and only replacement in relevant situations as mentioned above will be done.

Order Placement

  • How do I sign up for a NIVEA account?

    While attempting to make a purchase, you will be prompted to Sign Up for a new account. You need to enter your name, email address and password. Once done, you will be redirected to the account. You can fill in details regarding billing and shipping addresses, along with your phone number as per the orders you place.

  • What are the benefits of signing up?

    By signing up for an account on NIVEA, you can reap the following benefits and enjoy your shopping experience from the prime platform for all genuine products:

    - Track all past and present orders at any time in one place!

    - Receive updates for new launches and product offers as soon as any promotion is live!

    - You can rate and review products to help other consumers with their shopping experience.

    - With every order, you can earn loyalty points which can be collected and redeemed to get exclusive discounts. Learn more about the NIVEA Care Family - Loyalty Program here.

  • Do I have to have an account to place an order at NIVEA?

    Yes, you need to create an account to place the order.

  • How do I place an order on NIVEA?

    You can place your order by following these steps - 

    Step 1: Click the 'Add to Cart' button on the products you wish to purchase and they will be added to your shopping bag. Click on the ‘Checkout’ option to proceed with the purchase.

    Step 2: Log in to NIVEA Account through your email id and phone number. If you are a new user, you can Sign Up for a new account and enter all the required details to proceed. Information like billing and shipping addresses and phone numbers get saved for future orders! Proceed to ‘Payments’

    Step 3: On the ‘Payment’ page, you can choose from one of the available payment methods.

    Step 4: Once the payment is made, a new page will appear confirming your order and will display an order ID. You can track your order through the ‘My Orders’ section under ‘My account’ or through SMS/Email updates.

  • Can I edit my order after confirmation?

    Once an order is placed on the NIVEA website, you cannot modify the items or cancel your order even if it hasn’t been shipped from our end. In case there is any discrepancy with the shipping address and registered phone number, you can connect with us on / call us on +91 (0)22 62487999

  • Can I buy multiple products in a single order?

    Of course you can! Add all the products you wish to purchase in your cart and then proceed by clicking on the ‘Checkout’ button.

    Note: You can add up to 6 quantities of the same product variant to your cart.

  • How do I know that my order is confirmed?

    Once your order is confirmed, you will see a confirmation page displaying

    - Unique Order ID

    - Listing of the item(s) you have ordered

    - Shipping address.

    In addition, you will receive an email confirming your order details. You will also be notified when we dispatch the item(s) from our warehouse with the respective tracking details.

  • Can I ship the products to an address that is different from my billing address?

    Your billing and shipping address can definitely be different. You can proceed with this by entering a different address under the ‘shipping address’ section so that you can ensure that it reaches the destination you would like to.

  • Can I leave items in my shopping bag for future purchase?

    Items left in your cart will be visible to you on your next visit to the website. The pricing and availability of the products might change depending on real time offers. Products also might get sold out and will reflect as ‘expired’ in your cart.

  • Can I order a product that is “Out of Stock”?

    Unfortunately, products listed as “Out of Stock” are not available for sale. However, NIVEA strives to add new products every day. You can check out for out of stock items in a few days.

Shipping and Delivery Policies

  • How does the delivery process work?

    Once we receive your order from the system, we ensure that every product is thoroughly inspected and is in perfect condition to ship out. Once this stage of quality check is complete, we pass on our products to our trusted delivery partners. They deliver the package to you at the earliest. If there is any issue in reaching your address at the ideal time, they will get in touch with you to resolve it.

  • How are items packaged?

    We use paper packaging to ensure that our products do not get damaged on the way to you. They are individually wrapped in paper and are placed in a box. Our packaging process ensures sanitisation of all the products and boxes.

  • What is the range of locations to which NIVEA ships out its products?

    NIVEA ships out its products to over 17000 pin codes across India.

  • My order has been shipped. Now how can I track it?

    You will receive a tracking ID on your registered phone number and email address once the package is shipped out. Alternatively, you can also track your shipment by logging into your account and checking your ‘Order Status’ under the ‘My Account’ tab on your profile.

  • What is the estimated delivery time?

    We usually take 4-6 business days to deliver all orders across India. The timeline can decrease or increase from State to State.

    Our business days do not include public holidays, and Saturdays and Sundays.

    However, there might be unexpected delays in the delivery of your order due to unavoidable and undetermined logistic challenges beyond our control, for which we are not liable. Sometimes, sudden restrictions in different States can also increase the timeline for the delivery. If your order contains aerosols, the delivery might be delayed on account of surface transport due to airline restrictions.

    We request your cooperation as we are continuously working towards fulfilling your order on time.

  • Are there any shipping charges applicable on my order?

    NIVEA offers free delivery for orders above Rs. 499. Any order value below this threshold is charged according to the following:-

    Order value: Rs. 0 - Rs. 100 | Delivery Charge: Rs. 25

    Order value: Rs. 101 - Rs. 250 | Delivery Charge: Rs. 50

    Order value: Rs. 251 - Rs. 499  | Delivery Charge: Rs. 75

    Order value: Rs. 500 and above | Delivery Charge: Free

Authenticity and Genuineness

  • How can I be sure that I am buying genuine NIVEA Products from the Site?

    All products purchased on are authentic NIVEA products. We do not promote grey market products and connect with distributors and retailers right from their warehouse. The inventory is acquired from the owner of brand NIVEA. We only deal with authorized distributors to maintain the quality and genuineness of our products. You can be assured of every product purchased from the website.

  • What measures does NIVEA take to ensure the products are not damaged during delivery?

    At NIVEA, we take care of the handling of our packages right from the warehouse. From packing it in protective boxes with layers of paper crumbs, we ensure that there is no damage caused to the products upon delivery.

My Account

  • How can I make a NIVEA account?

    You can add products to your cart and proceed to checkout. This will prompt you to Sign Up for a new account if you are a new user. Additionally, you can click on the ‘Login’ account on the top right corner of the page and click on ‘Create Account’. Fill in your Name, Email ID & Address.

  • How can I save my address on NIVEA?

    While making your first order on NIVEA, you will get an option at the end of the screen to save the entered address as a ‘default address’. Check that box and proceed to ensure that you don’t have to re-enter your address for any future orders!

  • What if I have forgotten my account password?

    In case you don’t remember your password, you can click on ‘Forgot password’. This will send a link to your registered email address. You can click on the link to create a new password.

  • How will my personal information be used?

    You can refer to the Privacy Policy section to know how we use your personal information on the NIVEA platform.


  • How do I pay for a NIVEA purchase?

    NIVEA offers you multiple ways to pay securely. These include:

    - Debit and Credit Cards

    - Net banking

    - Wallets

    - UPI

  • How safe is it to use your debit/credit card or make an online payment on NIVEA?

    NIVEA uses end-to-end security through a 3D secure payment gateway for card payments and netbanking. We rely on Razorpay that shows you the entire history of transactions that have been successful or failed. Razorpay is a trusted gateway for online transactions and also refunds your amount within a quick time period, in case the amount is debited from your end and not reflecting for a new order.

  • Does NIVEA offer a COD option?

    NIVEA does not have a COD option. You can purchase products through available debit/credit card, net banking, wallet, and UPI options.

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