We kindly ask you to choose your items carefully. We want you to be completely satisfied with your purchase. If you are unhappy for any reason, we will gladly refund or exchange any item(s) you are not completely satisfied with.
All items go through a thorough quality check prior to shipping. Please make sure you avoid any damage or marks on the items when trying them on at home. Do not throw away the original packaging until you are certain that you will keep the item(s).
• Items that are returned in any other state then originally delivered will be considered worn and will not be accepted.
• We do not accept liability for lost or damaged packages sent to us by the client, therefore we recommend tracked and secured shipping.
• Item(s) sent to us without prior communication will not be accepted under any circumstances. You need to contact us before returning any item.
• Returns / exchanges of items made to order, special orders, promotional items, items of limited series or items that have been discontinued will not be accepted.
HOW CAN I RETURN AN ITEM?
For an exchange or refund, please contact us by email at firstname.lastname@example.org to notify us prior to the return. We will confirm within 24-48 hours whether we accept the return including the instructions and the address for the return shipping.
All items must be returned in saleable condition, according to the below instructions, unworn with all tags attached and within 7 calendar days of delivery date (for international orders a period of 14 calendar days is applied).
If you would like to return / exchange an item from your order please enclose our Return Form in the package of the return shipping. Follow the below steps:
• Download our Returns Form (PDF file) by clicking on the below link.
• Print out the form and fill in with your customer details and order number.
• Please fill in the product name or reference number of the item(s) that you wish to return and let us know the reason for the return.
• If you would like to exchange the returning item(s) for another item, please also fill in the product name or reference number of the item(s) that you would like to exchange for.
>> DOWNLOAD OUR RETURNS FORM HERE: NAÏ_returnsform
SHIPPING COSTS OF RETURN
The return shipping is at the costs of the client. We do not accept liability for lost or damaged packages sent to us by the client, therefore we recommend tracked and secured shipping.
All refunds are subject to our discretion. When requesting a refund please make sure to fill out all fields of the Returns Form indicating for a refund and including the form in the return package. We will proceed to credit the refund (excluding original shipping costs) as soon as the item has been received and checked.
Refunds will be issued through the original method of payment.
All items for exchange are subject to availability. Please make sure to fill out all fields of the Returns Form clearly indicating for which item you would like to exchange (item, size and color) and including the form in the return package. We will proceed to send out the new item(s) as soon as the original item has been received and checked. If the item you wish to exchange for is unavailable we will contact you by email with an alternative solution.
I WOULD LIKE TO CANCEL MY ORDER
It is possible to cancel your order at any time before the item has been shipped.
Please note that if you wish to cancel your order after it has been dispatched we will be unable to interrupt the delivery and as such you have 7 calendar days after delivery date to return the package. In this case a refund will be issued excluding shipping costs. Orders that were cancelled after shipping cannot be opened upon delivery. If the items are removed from the original wrapping the cancellation will be void and as such the item will be subject to our returns policy.
I HAVE RECEIVED A FAULTY ITEM
All items go through a thorough quality check prior to shipping. In case of receiving a faulty or damaged item; please notify us by email at email@example.com within 2 calendar days of the delivery date. We kindly ask you to send us a picture and a detailed description of the damages / faults of the item.
• Please hold on to your receipt and proof of the return shipping and send us a copy for the reimbursement of your return postage costs. Without this receipt we cannot refund the costs made.
• Any item sent to us without prior communication will not be accepted under any circumstances. You need to contact us before returning any item.
Refunds will be credited to your original method of payment, only if items are deemed to be faulty. We will notify you within 7 days of return if we will accept. If, in the event we deem the item not be at the fault of NAÏ or our manufacturers we will only offer a credit note for the original price (excluding all shipping costs). If the item is accepted as faulty we will proceed to refund the total purchase amount including all shipping costs.