Frequently Asked Questions

ORDERS

• Where is my order?

  You can check the status of your order at any time by visiting the Status page or logging into your Account. If your item has already been shipped, you can track your package(s) by clicking on Track a Shipment. A link to this page will also be included in your shipping confirmation email, which is sent to the address used when you placed your order.

• How do I return an item?

  We want you to be completely happy with your Nambé purchase. If your selection does not meet your satisfaction for any reason, we will gladly exchange or refund your purchase, excluding delivery charges, when you make your request within 30 days of the shipping date.

  For details on returning your item for exchange, please refer to the packing slip included in your order or learn more on our Returns page.

• How do I exchange a piece of Nambé that I received as a gift?

  We would be happy to offer an exchange for an item of equal value, subject to availability, within 30 days of the shipping date. For details on returning your item for exchange, please refer to the packing slip included in your order or learn more on our Returns page.

• How long does it take to process an order?

  Items that are available in our warehouses are boxed and ready to ship within 48 hours of our receiving your order. If an item is on backorder, we will ship as soon as it is available.

  We also offer the option to pre-order select new items. These are items that are in the process of being created by our skilled craftsmen or are en route to our warehouses. When you pre-order an item, we figuratively save you a place in line and will send the item(s) with 48 hours of receiving them to our warehouse. To secure your pre-order, we will charge you at the time order is placed. If at any time you change your mind please contact customer service for a credit.

• How do I cancel an order?

  You may cancel an order any time after you’ve placed the order and when it ships from our New Mexico warehouse. To cancel your order, visit the order status page or contact customer service.

  We're sorry, but we cannot accept cancellations on orders that have already shipped. For information on how to return a product to us, see the packing slip included in your order or learn more on our Returns page.

• What types of payment do you accept?

  We accept the following forms of payment for your purchases:

  • Visa
  • MasterCard
  • American Express
  • Discover
  • Diners Club

  We are currently not able to accept checks, cash or credit vouchers through the Nambé website.

  If you get a message that we are unable to process your credit card, please check to make sure you entered the correct card number and expiration date, and that the billing name and address you entered match your credit card statement exactly. If the problem persists, please contact your credit card company.

• Do you accept Nambé gift cards?

  Nambé gift cards are sold in Nambé Retial Stores and can only be redeemed in-store or by contacting Nambé Customer Service at 1-800-443-0339.
  
  At this time, we are unable to accept Nambé gift cards as a payment option on Nambe.com.

• Will I be charged a sales tax on my order?

  As required by state law, sales tax will be automatically applied to orders or portions of orders where applicable based on shipping address. Sales tax will be added on the merchandise total for items shipped to the following states (but not limited to): AZ, CA, CO, CT, IL, NV, NJ, NY, TX, & WA.

• When will you charge my credit card?

  We will charge your credit card account for the cost of each item, plus applicable taxes and shipping when order is placed.

• I have a question about a charge. What should I do?

  If you have any questions about charges or invoices, please report the discrepancy to our customer service team within 30 days of the invoice date.

  You can reach the customer service department via email at customerservice@nambe.com or contact us by telephone at 1-800-443-0339. We will respond within one business day.

• How can I get a replacement part?

  We offer replacement parts for select items including: Wave Frame (metal clip only) and Wine Cooler.Coaster (suede coasters only). Requests for replacement parts or questions about locating a replacement part can be placed through our Customer Service department.

  Replacement candles for Nambé candleholders are standard sizes that can be purchased at any candle retailer. Replacement parts are only while supplies last.

• Can Nambé pieces be personalized?

  You can add your own words or designs—such as a monogram, date or brief message—to most Nambé alloy and crystal items.

  Our crystal items are personalized through a process called laser etching, which produces a result very similar to sandblasting. We create a high-resolution image of your message and turn it over to our personalization experts, who use a computerized laser to create your message onto the surface of your Nambé purchase.

  For our Nambé Alloy products, the laser-etch process is followed by sandblasting for impressively sharp edges.

  To learn more and place your order, see the About Personalization page.

• Does Nambé offer gift wrap?

  Nambé does not offer gift wrap on items. However, you can select to send a gift message as part of your order at checkout.

• Do I need to register my Nambé product?

  No, you do not need to register your product. We keep replacement and return processes hassle-free and will take care of any issues you have without the need of product registration. Should you ever have any issues with or questions about your Nambé items, simply contact our customer service team and we'll assist.

Nambé Alloy & More

• What is Nambé Alloy?

  Nambé is best known for its signature alloy blend, a proprietary combination of eight metals. When polished, Nambé alloy has a beautiful silver-like luster, yet it does not chip or peel and is resistant to tarnish.

  Beautiful, but unexpectedly useful, it is oven-safe, is freezer-safe, and possesses the unique ability to retain temperature—both hot and cold—for long periods of time.

  The hands of skilled craftsmen are involved in creating our signature metal pieces, and every item passes through a rigorous quality-control inspection before it is engraved with its item number and the Nambé name.

• How do I care for my Nambé Alloy items?

  You can remove scratches from your Nambé alloy items by using Nambé Polish. The metal surface should be dry and wiped free of dust or surface dirt prior to application. Apply Nambé Polish sparingly with a soft dry cloth. Rub gently in a back-and-forth motion until black residue appears, usually after 10 to 15 seconds. Buff lightly with a soft polishing cloth to remove residue.

  After polishing, thoroughly wash the item with warm, soapy water, rise and dry with a soft cloth. Do not serve food on a polished item unless it has been washed and the polish has been completely removed.

  We do not recommend the items in the Copper Canyon collection be polished.

  To learn more, see our complete Care and Use instructions.

• Where can I buy Nambé Polish?

  You may purchase Nambé Polish online, and it is available in many stores that sell our designs. The unique formulation of the polish allows it to clean most metal surfaces while polishing and protecting.

• How do I have my Nambé Alloy item restored?

  If you are unable to restore your Nambé Alloy piece with Nambé Polish, don't despair. Our skilled craftsmen can return your item to like-new condition through our repolish service.

  The cost of repolishing is $85, with the exception of Grande pieces. Grande items are $260. Return shipping is included in the repolishing fee, however, please note that you are responsible for shipping your items to Nambé for repolishing.

  Repolishing is typically completed in two to four weeks after Nambé’s receipt of the item.

  Note: We are unable to repolish Copper Canyon, Heritage and Earth designs.

  Contact Customer Service at customerservice@nambe.com any time or at 1-800-443-0339 to make arrangements.

  Please note: The repolishing process will completely remove any personalization. If you would like the personalization of your item to also be restored, please make arrangements with our customer service representatives prior to returning your item.

• How do I care for Nambé Crystal or Nambé items made of Copper, enamel, porcelain, stoneware, stainless steel, or wood?

  You can find details on caring for all your Nambé items in Care and Use section. In addition, every shipment comes with a booklet of tips for caring for your items.

• How can I tell if I have an authentic Nambé item?

  All Nambé items are stamped on the bottom "by Nambé" or "Nambé." Our newer Nambé Alloy items are marked "Nambé Studio," "Nambé Classic," or "Nambé Design." Nambé Crystal is identified by the Nambé logo sandblasted on the bottom.

• How can I find the value of a piece of Nambé?

  All current items are listed on our website, and the retail price of each item on the product detail page. If the item is not listed on the website, our Customer Service representatives may be able to provide you with the last retail price.

  Collectors' values are driven by the market and may vary from the retail price.

About Nambé

• How do I contact you?

  We love to hear from our customers. If you have a suggestion for ways we can make our website better for you, an idea for a product you'd like us to consider adding to our collection or other comments about Nambé, please contact us using our Feedback form. Your comments will be directed to the appropriate person for consideration.

  For questions regarding an order, please contact our Customer Service department.

• Where should I direct media requests?

  Media representatives requesting information, interviews, photos and samples may email mediarequests@nambe.com.

• Where are Nambé-owned stores located?

  Nambé owns eight retail stores in the American southwest. Seven stores are within New Mexico, including three in the Santa Fe area, and one more in Arizona. See all the locations and get directions on our Where to Buy page.

• How do I establish a wholesale account with Nambé?

  Please send an email to customerservice@nambe.com and include following information: your name, company name, address, phone number, fax number and length of time in business. One of our sales representatives will follow up with you.

• How do I establish a corporate account with Nambé?

  A corporate account can be set up for awards programs for government agencies, non-profit agencies, schools and trade organizations such as ASI, PPAI, and Sage. Please send an email to customerservice@nambe.com and include following information: your name, company name, address, phone number, fax number and length of time in business. One of our corporate account experts will follow up with you.

• What internet browser should I use to view Nambe.com?

  Nambe.com is optimized for the most current versions of all top browsers. From your desktop computer, the website is best viewed in Firefox, Chrome, Internet Explorer versions 9 and 10 and Safari 6.0.5. We're also optimized for mobile platforms including iOS5, iOS6 and Android 4.x.x.