Last updated: June 2025
We're here to help. Whether you have a question about your order, need guidance on personalisation, or simply want to know more about a product — our team is ready to assist.
How to Reach Us
📧 help@nyssalondon.co.uk 🕐 Monday – Friday, 10:00am – 4:00pm GMT
Email is our primary and preferred channel for all customer enquiries. Whether your query relates to an order, a return, engraving, or anything else — please send everything to the address above and we'll take care of it.
Response Times
We aim to respond to all emails within 5 business days. Enquiries received outside of our working hours — including weekends and UK public holidays — will be picked up on the next available working day.
Please note: During busy periods such as seasonal sales or promotional events, response times may be slightly longer. We appreciate your patience and assure you that every message is read and responded to.
What to Include in Your Email
To help us resolve your query as quickly as possible, please include the following details where relevant:
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Your full name
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Your order number (found in your order confirmation email)
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A clear description of your query or issue
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Photographs (if your query relates to a faulty, damaged, or incorrectly engraved item)
The more detail you provide upfront, the faster we can help.
Before You Contact Us
Many of the most common questions are answered in our help pages below. We recommend checking the relevant page first — you may find the answer you're looking for straight away.
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Query |
Where to Look |
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Where is my order? |
Check the tracking email sent at dispatch |
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How long will my delivery take? |
Delivery Policy |
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Can I return or exchange an item? |
Returns & Refunds Policy |
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Can I return a personalised item? |
Engraving & Personalised Orders Policy |
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I made a mistake in my engraving details |
Engraving & Personalised Orders Policy |
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How is my personal data used? |
Privacy Policy |
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Questions about cookies |
Cookie Policy |
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Legal & company information |
Terms & Conditions / Company Information |
We're Online Only
Nyssa London is an exclusively online brand. We do not operate a physical store or showroom, and we do not offer telephone or live chat support. All enquiries are handled via email, ensuring every customer receives a considered and thorough response.
Nyssa London — Made for no one else.