Order, products and dimensions
What is the status of my order?
We will inform you about the status of the order by e-mail in the form of a short text message. Messages are sent automatically when we receive your payment / accept your order / send it to you / or cancel it.
What is the lead time for my order?
The order processing time is from 1 to 14 business days. Each product has an individual lead time placed in the description.
How can I cancel my order?
The order can be canceled in your panel, the option is available only for registered customers or by phone / e-mail request - the Customer Service department will do it for you.
Can I combine orders?
Each of our orders undergoes a separate process, is treated as a separate order, therefore it is not possible to combine two orders.
Can I add a product to an order that has already been placed?
At the moment, this option is not possible within one order. To change the number of items ordered, you must cancel the order and place it again.
Products
Will the product still be available?
The availability of our products is constantly updated. However, if you have a question about its availability, write us a message.
Exchange
How to choose the right size?
There is a size table next to each product, to choose the right size, take your measurements and compare them in the table, and then select the range and size that corresponds to or is close to your dimensions.
Where can I find the dimensions of the product?
Dimensions are in the description of each product on the DIMENSIONS tab.
Payment methods
What are the payment and delivery methods?
Our store offers payment via fast transfers (Przelewy24), via the PayPal platform, via traditional transfer and payment on delivery.
Available delivery options are:
- DPD courier,
- DPD courier cash on delivery,
- InPost courier,
- Paczkomaty,
- Paczkomaty on delivery.
What's the fastest shipping way?
Remember that each product has its own individual order fulfillment time. Delivery of the package by courier usually takes from 1 to 2 working days.
I have not paid for the order, where can I find information about the account number for the transfer?
What's the cheapest shipment?
The cheapest form of shipping is DPD courier - PLN 12
Can the order be picked up in person?
Unfortunately, this is not possible.
Returns and complaints
Can I return if the size is wrong?
Each customer has the right to return the goods, detailed information on the return procedure can be found here:
returns
How do I report a return?
The return can be reported via the online form available on the website or by writing to us at phrases@naoko-store.pl .
Has my refund package already arrived?
To find out if the package has been delivered, check the shipping number and contact the carrier with whom you shipped. After we collect the package, you will receive a message to your e-mail address assigned to the order, informing you that the return has been accepted.
When will I get a refund for the returned product (s)?
We make a refund within 14 days from the date of receipt of the package to the account number from which the payment for the order was made. In the case of payment via the PayPal platform, the funds are returned to the PayPal account, in the case of cash on delivery to the account number provided in the return form.
When are the complaints considered?
The complaint is considered within 14 days of receiving the product. In exceptional circumstances, the complaint time may be extended to 21 days. After the complaint is approved, you will receive a notification to your e-mail address.
Which carrier should I send the return / exchange?
The choice of carrier is not imposed in any way, the choice is up to you.
How much time do I have to file a complaint?
Complaints may be submitted up to two years from the date of purchase of the product. The condition for accepting a complaint is to have a receipt for a given item, and to submit a complaint.
