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FAQ – Nuki Shop

Nuki » Support » FAQ Nuki Shop
  • When will I receive my order?

    To track an order, log-in to My Account.

    You will find an overview of your most-recent order in your customer account, under Orders. Click on “Show” to see details on the relevant order, such as
    • the included items
    • the delivery address you have provided
    • the selected payment method
    • the order amount
    • the payment status
    • the shipping status

    As soon as your product has been handed over to our logistics partner, you will find a tracking link under “Shipping”. This allows you to exactly trace the delivery status of your package.
  • How do I return an item?

    All products purchased from Nuki may be returned to us free of charge within 30 days of receipt, as long as nothing is missing from the products and provided they are returned to us in an unused and undamaged condition. After this 30-day period, it will no longer be possible to return a product. Discover how exactly the return process works here
  • How do I receive a bill for my order?

    You will receive the bill as a PDF via e-mail as soon as your order is shipped. We will use the e-mail address which you have stored in the Nuki Online Shop during the order process.
  • I am a business client and would like to make a purchase using my VAT ID no. Is that possible?

    After placing all products into your shopping cart in the Nuki Online Shop, you can enter the billing and delivery details. Naturally, you also have the option of storing the VAT ID no. of your company, to ensure correct calculation of the country-specific tax calculation. Special conditions apply to our Nuki sales partners (resellers) in the Nuki Pro Shop.
  • Where can I order spare parts for my Nuki products?

    In addition to the well-known multipacks (e.g. Keypad Combo, Family Combo) hast, you can also order various spare parts from the Nuki Online Shop. You will find an overview of all available spare parts, which we deliver free of shipping costs. To name an example: if you have a rotating knob on the inside of your door, you need a knob cylinder adapter to mount the Smart Lock. You can order it for free.

Contact us

Support Hotline
International: +1 (915) 600-7233
Germany: 0800 880 8710
Austria: +43 720 880010
Switzerland: +41 44 505 16 16
United Kingdom: +44 1688 212012
Mon-Fri: 9am-6pm (CET)

Email Support Send us an email, if you have any questions.
We are happy to help.

Support Request

Nuki Pro Support