Frequently Asked Questions (FAQ)

Here you will find short, practical answers about your account, placing an order, payment, delivery, withdrawal from the contract, returning goods and invoices. If you can’t find an answer, write to us – we’ll help.

The full legal terms are provided in the Rules for Buying and Selling Goods, and information about the processing of personal data – in the Privacy Policy.

Can I pay for the goods on collection?

Payment on collecting the parcel from a parcel locker or from the courier is possible only by prior arrangement with UAB “NANO GO”. Availability depends on the chosen carrier, and an additional carrier fee may apply for cash collection. Before changing the payment method, we will confirm whether the service is available and how much it will cost.

To choose this method:

  1. add the goods to the cart;
  2. on the checkout page, fill in your contact and delivery details;
  3. select the payment method “Bank transfer”;
  4. confirm that you have read the rules for buying and selling goods;
  5. place the order;
  6. reply to the order confirmation email and write that you wish to pay on collection, or call +370 618 46400.

Do I have to create an account to shop?

No. You can place an order as a guest. The order confirmation, invoice and shipment information will be sent to the email address you provide.

An account is useful if you want to see your orders in one place, save your contact details and shop faster next time.

I can’t pay for my order. What should I do?

First check whether an error message was shown in the bank or payment window and whether the money was debited. If the amount was debited, do not pay again – contact us and provide the order number.

If the automatic payment failed:

  1. reply to the order confirmation email or write to info@nanogo.lt;
  2. provide the order number and, if you haven’t yet chosen one, the preferred parcel locker;
  3. we will send a secure payment link or bank transfer details.

When making a bank transfer, please indicate the order number. More information can be found in Section 5 “Payment” of the Rules for Buying and Selling Goods.

I added one item to the cart, but two or more units are shown.

The cart keeps previously selected products for a while. Clicking “Add to cart” again may increase the quantity of the same item.

To correct the quantity:

  1. open the Cart page;
  2. in the “Quantity” field, select or enter the desired quantity;
  3. click “Update cart”;
  4. if needed, remove the item and add it again.

If the quantity is still shown incorrectly, close other open NANO GO tabs, refresh the page and try again. If it doesn’t work, write to us – we’ll check.

I clicked “Pay”, but the page jumped back to the top.

This usually means that required information is missing or one of the fields is filled in incorrectly. The error message should be shown at the top of the page or next to the specific field.

Check:

  1. whether all fields marked with an asterisk are filled in;
  2. whether the phone number and email address are entered correctly;
  3. whether a delivery method is selected;
  4. whether a specific parcel locker or pickup point is selected;
  5. whether a payment method is selected;
  6. whether the checkbox confirming that you have read the rules for buying and selling goods is ticked.

Enter a Lithuanian mobile phone number in the format +3706XXXXXXX or 06XXXXXXX. The old format starting with 86 may not be recognised by the system or the carrier.

If you are buying as a private individual and choose a parcel locker, the street or delivery address field may not be shown – the main thing is to select a specific parcel locker from the list provided.

If you are buying on behalf of a company, the invoicing address must be provided even when the goods are delivered to a parcel locker. This address is used for the buyer’s details on the invoice, and the shipment is still delivered to the selected parcel locker.

If you choose courier delivery, provide the exact delivery address. Use the “Ship to a different address?” field only when the delivery address differs from the invoicing or contact address. In the “Order notes” field, provide only brief information necessary for the order or delivery.

Is it safe to pay on the nanogo.lt website?

Before paying, check that the browser’s address bar shows exactly https://nanogo.lt with no extra words or spelling errors.

Payments for NANO GO orders may be made via “Montonio”, “MakeCommerce”, “Paysera”, your chosen bank and the payment partners they use. UAB “NANO GO” usually does not receive or store full payment card details – they are processed during payment by the chosen payment service provider.

Never enter your bank login details on the NANO GO page itself and do not confirm a payment you did not initiate yourself. If in doubt, call us at +370 618 46400.

Do I need to provide a personal identification number when placing an order?

No. To place an order you do not need a personal identification number (asmens kodas), any part of it, or a copy of an identity document. For more details about the data processed, its purpose and storage periods, read the Privacy Policy.

How long does it take for goods to be dispatched?

We usually dispatch goods within 1–2 business days from payment confirmation, unless otherwise stated on the product or when placing the order. The specific delivery time depends on the chosen carrier, parcel locker occupancy and destination.

Once the shipment is handed over to the carrier, tracking or delivery information is sent to the contacts provided in the order.

When is delivery free?

When the value of the goods is €50 or more, excluding the delivery fee, delivery to a “Unisend / LP EXPRESS” parcel locker is free. Once this amount is reached, this free delivery method is shown in the cart. This condition does not apply to goods purchased at a wholesale price.

Where can I find parcel locker addresses?

When placing your order, select a parcel locker from the list provided on the checkout page. Simply entering a parcel locker address in the order notes does not replace the selection in the list.

How do I withdraw from the contract and return goods?

Except for the exceptions established in legal acts, a Consumer may withdraw from a contract concluded online within 14 days of receiving the goods, without giving a reason. Notify your decision before the end of this period.

The most convenient way is to use the electronic “Withdraw from the contract” function. You may also write to info@nanogo.lt or submit another clear statement.

Do you want to withdraw from a distance contract?

You can submit an electronic statement on the dedicated withdrawal page. We will confirm receipt by email.

Withdraw from contract

Once we receive your notice, we will send the necessary information. Send the goods without undue delay and no later than within 14 days of submitting the notice.

Returned goods are sent to the recipient UAB “NANO GO”, tel. +370 618 46400, to the LP EXPRESS “Maxima” parcel locker, Rasos g. 1A, Ginkūnai, Lithuania. We recommend indicating the order number in the shipment information.

Returned shipments are not accepted at the registered office address Tilžės g. 171-71, Šiauliai, unless we indicate otherwise in writing. The Consumer pays the direct costs of returning goods of proper quality. Pack the shipment safely and pay for its dispatch.

The full conditions, exceptions and refund procedure are provided in Sections 8 and 9 of the Rules for Buying and Selling Goods.

What should I do if I received damaged, leaked, wrong or improper-quality goods?

Write to info@nanogo.lt or reply to the order confirmation email. Indicate the order number, briefly describe the problem and, if possible, attach photographs of the outer packaging, the shipment label and the goods.

Do not send damaged or leaked chemical goods on your own. First contact us – we will agree on a safe way to hand them over, collect or dispose of them.

The necessary costs of returning, replacing or collecting goods of improper quality are paid by UAB “NANO GO”.

I am buying on behalf of a company. Will I receive a VAT invoice?

Yes. On the checkout page, indicate that you are buying on behalf of a company and enter the correct company name, legal entity code, VAT payer code, if applicable, and the invoicing address.

The invoicing address must be provided even when the goods are delivered to a parcel locker. It is used for the buyer’s details on the invoice, while the delivery location remains the parcel locker you selected.

The VAT invoice is issued according to the data provided when placing the order and is sent by email. If you notice an error, reply to the order email as soon as possible or write to info@nanogo.lt. We will help choose the appropriate way to correct the document according to its accounting status.

I provided an incorrect phone number, address or company details in my order.

Call +370 618 46400 as soon as possible or reply to the order confirmation email and provide the correct details.

If the shipment has not yet been handed over to the carrier, we can usually correct the data. Once the shipment is handed over to the carrier, a change may no longer be possible or the carrier may apply an additional fee. Invoice data is corrected in accordance with accounting requirements.

May I copy content from the nanogo.lt website?

NANO GO is a registered trademark in the European Union and the United Kingdom. The website’s texts, photographs, graphic elements and other original content are protected by intellectual property law.

Without the prior written permission of UAB “NANO GO”, the content may not be copied, systematically collected, distributed, published on another website or used for commercial purposes, except in cases permitted by legal acts. More information can be found on the page Copyright and trademark protection.

How can I contact us?

UAB “NANO GO”
Email: info@nanogo.lt
Phone: +370 618 46400

Update date: 2026-07-17