Frequently Asked Questions (FAQ)

Here you can find straightforward answers about ordering, payment, delivery, returns, invoices and your account. If you cannot find what you need, contact us and we will be happy to help.

Full legal terms are available in the Rules for Buying and Selling Goods. Information about how we process personal data is available in our Privacy Policy.

Can I place an order by phone?

Yes. You can place an order by calling +370 618 46400. Tell us which products you would like and the quantity, and we will take the necessary delivery details from you.

Can I place an order by SMS?

Yes. Send your order by SMS to +370 618 46400. Please tell us which products you need, the quantity and your delivery details.

  1. For courier delivery, include your first name, last name, phone number and full delivery address.
  2. For delivery to a parcel locker, include your first name, last name, phone number and preferred parcel locker. If you do not know the exact locker address, the carrier, town or city and street are enough.

Can I place an order by email?

Yes. Send your order to info@nanogo.lt. Let us know which products you would like, the quantity, your name, phone number and delivery details.

  1. For courier delivery, include the full delivery address.
  2. For delivery to a parcel locker, tell us which parcel locker you prefer. If you do not know the exact address, the carrier, town or city and street are enough.
  3. If you are ordering on behalf of a company, include the company name, legal entity code, VAT number if applicable, and billing address.

Can I pay when I collect or receive my order?

Yes, but this needs to be arranged with UAB “NANO GO” in advance. Whether payment on collection or delivery is available depends on the carrier, and the carrier may charge an additional fee for collecting the payment. We will confirm availability and any extra charge before changing the payment method.

If you are placing the order through the website:

  1. add the products to your cart;
  2. fill in your contact and delivery details at checkout;
  3. choose “Bank transfer” as the payment method;
  4. confirm that you have read and accepted the Rules for Buying and Selling Goods;
  5. place the order;
  6. reply to the order confirmation email and tell us that you would like to pay on collection, or call +370 618 46400.

I can only see courier delivery at checkout. How do I select a parcel locker?

If the parcel locker option is missing, first refresh the checkout page. If that does not help, try opening nanogo.lt in another browser or on another device and adding the products to your basket again.

If you still cannot select a parcel locker, call +370 618 46400 or email info@nanogo.lt. We will help you place your order and arrange delivery to your chosen parcel locker.

Do I need to create an account to place an order?

No. You can shop as a guest. Your order confirmation, invoice and delivery information will be sent to the email address you provide.

An account is useful if you want to keep your orders and contact details in one place and make future purchases a little quicker.

My payment did not go through. What should I do?

First, check whether your bank or payment page showed an error and whether any money was actually debited. If the payment has already been taken, do not try to pay again. Contact us and provide your order number.

If the automatic payment failed:

  1. reply to your order confirmation email or write to info@nanogo.lt;
  2. tell us your order number and, if you have not already chosen one, your preferred parcel locker;
  3. we can send you a secure payment link or bank transfer details.

If you pay by bank transfer, please include your order number with the payment. More information is available in Section 5, “Payment”, of the Rules for Buying and Selling Goods.

I added one item to my cart, but two or more are showing.

Your cart can keep products that you added earlier. If you click “Add to cart” again, the quantity of the same product may increase.

To correct it:

  1. open the Cart page;
  2. change the number in the “Quantity” field;
  3. click “Update cart”;
  4. if necessary, remove the product and add it again.

If the quantity is still wrong, close any other NANO GO tabs you have open, refresh the page and try again. If that does not solve it, contact us and we will check.

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

This usually means that some required information is missing or one of the fields has not been completed correctly. Look for an error message at the top of the page or next to the relevant field.

Please check that:

  1. all fields marked with an asterisk have been completed;
  2. your phone number and email address are correct;
  3. a delivery method has been selected;
  4. a specific parcel locker or collection point has been selected, where applicable;
  5. a payment method has been selected;
  6. you have ticked the box confirming that you accept the Rules for Buying and Selling Goods.

For a Lithuanian mobile number, use +3706XXXXXXX or 06XXXXXXX. The old format beginning with 86 may not be recognised by the website or carrier.

If you are ordering as a private customer and choose a parcel locker, you may not see a street or delivery address field. The important part is to select the correct parcel locker from the list.

If you are ordering on behalf of a company, a billing address is required even when the parcel is being delivered to a locker. The billing address is used on the invoice; the parcel itself will still be sent to the locker you selected.

For courier delivery, enter the full delivery address. Use “Ship to a different address?” only when the delivery address is different from the billing or contact address. Use the “Order notes” field only for short information that is useful for the order or delivery.

Is it safe to pay on nanogo.lt?

Before paying, check that the address in your browser is exactly https://nanogo.lt and does not contain extra words or spelling mistakes.

NANO GO payments may be processed by “Montonio”, “MakeCommerce”, “Paysera”, your bank and payment partners used by these providers. UAB “NANO GO” normally does not receive or store your full payment card details. Those details are handled by the payment service provider during the transaction.

Never enter your online banking login details directly on a NANO GO page and never approve a payment that you did not start yourself. If anything looks unusual, call us on +370 618 46400.

Do I need to provide my personal identification number?

No. We do not need your Lithuanian personal identification number (asmens kodas), any part of it or a copy of your identity document to process an order. You can read more about the information we collect and how it is used in our Privacy Policy.

How quickly will my order be dispatched?

We normally dispatch orders within 1-2 business days after payment is confirmed, unless a different time is shown on the product page or during checkout. Delivery time after dispatch depends on the carrier, destination and parcel locker availability.

Once the parcel has been handed to the carrier, tracking or delivery information is sent using the contact details provided with the order.

When is delivery free?

When the value of the products in your order is €50 or more, excluding delivery charges, delivery to a “Unisend / LP EXPRESS” parcel locker is free. Once the required amount is reached, the free delivery option is shown in the cart. This offer does not apply to products purchased at wholesale prices.

Where can I find parcel locker addresses?

When ordering through the website, choose your parcel locker from the list on the checkout page. Writing a parcel locker address in the order notes does not replace selecting it from the list.

How do I withdraw from the contract and return a product?

Except where the law provides an exception, a consumer may withdraw from an online purchase within 14 days of receiving the goods without giving a reason. You need to tell us about your decision before the 14-day period ends.

The easiest way is to use the electronic “Withdraw from the contract” function. You can also email info@nanogo.lt or send us another clear statement that you wish to withdraw.

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 you the information you need. The goods must be sent back without undue delay and no later than 14 days after you notify us of the withdrawal.

Returns should be sent to UAB “NANO GO”, tel. +370 618 46400, using the LP EXPRESS “Maxima” parcel locker, Rasos g. 1A, Ginkūnai, Lithuania. We recommend including your order number with the shipment information.

Do not send returns to our registered office at Tilžės g. 171-71, Šiauliai, unless we have specifically asked you to do so in writing. The consumer pays the direct cost of returning goods of proper quality. Please package the return safely and pay the return delivery charge.

Full conditions, exceptions and refund rules are available in Sections 8 and 9 of the Rules for Buying and Selling Goods.

What should I do if my product arrived damaged, leaking, incorrect or faulty?

Email info@nanogo.lt or reply to your order confirmation email. Include your order number, briefly explain what happened and, if possible, attach photos of the outer packaging, shipping label and product.

Do not send a damaged or leaking chemical product back without contacting us first. We will arrange a safe way to return, collect or dispose of it.

UAB “NANO GO” covers the necessary cost of returning, replacing or collecting goods that are not of proper quality.

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

Yes. At checkout, indicate that you are ordering on behalf of a company and enter the correct company name, legal entity code, VAT number if applicable, and billing address.

A billing address is required even when the goods are being delivered to a parcel locker. It is used for the customer details on the invoice, while the parcel is still delivered to the locker you selected.

The VAT invoice is prepared using the information supplied with the order and sent by email. If you notice a mistake, reply to the order email as soon as possible or write to info@nanogo.lt. We will help correct the document in the appropriate way, depending on its accounting status.

I entered the wrong phone number, address or company details. What should I do?

Call +370 618 46400 as soon as possible or reply to your order confirmation email with the correct information.

If the parcel has not yet been handed to the carrier, we can usually correct the details. Once it has been dispatched, changing them may no longer be possible or the carrier may charge an additional fee. Invoice details are corrected in accordance with accounting requirements.

Can I copy content from nanogo.lt?

NANO GO is a registered trademark in the European Union and the United Kingdom. Text, photographs, graphics and other original content on this website are protected by intellectual property law.

Without prior written permission from UAB “NANO GO”, this content may not be copied, systematically collected, distributed, published on another website or used commercially, except where permitted by law. More information is available on our Copyright and trademark protection page.

How can I contact NANO GO?

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

Updated: 2026-09-05