Shipping policy


 

DELIVERY INFORMATIONEN GERMANY

Standard Delivery

Delivery Cost:  €4.90 applies to orders under €70. Free on all orders over €70. 

Delivery Time: 1-3 working days. Tracked DHL delivery.

 

DELIVERY INFORMATION TO UK 

Standard Delivery

Delivery Cost:  €9.90 applies to orders under €100. Free on all orders over €100. 

Delivery Time: 2-8 working days. Tracked DHL delivery.

No tax is added to your purchase. You will need to pay import tax based on your countries requirements. 

Please note: As United Kingdom has now left the European Union (EU), there may be additional custom charges that customers will need to pay directly to clear their order through custom. Where custom charges apply these need to be paid by the customer. If refused and refund requested, we will refund minus the incurred shipping fee. Even if Free Shipping applied. Please carefully check if custom fees apply. NAYA pays the Brexit admin fees. 

 

DELIVERY INFORMATION WITHIN EU

International Standard Delivery

Delivery Cost:  €6.90 applies to all orders under €70. Free on all orders over €70.

Delivery Time: 2-8 working days. Tracked DHL delivery.

 

DELIVERY INFORMATION UNITED STATES

International Standard Delivery

Delivery Cost:  €11.90 applies to all orders under €150. Free on all orders over €150.

Delivery Time: 12-20 working days. Tracked DHL delivery. Delays may occur due to custom procedures. 

Please note that no tax is added to your purchase. You will need to pay import tax based on your countries requirements. 

 

DELIVERY INFORMATION WITHIN NON-EU

International Standard Delivery

Delivery Cost:  €11.90 applies to all orders under €150. Free on all orders over €150.

Delivery Time: 2-12 working days. Tracked DHL delivery. Delays may occur due to custom procedures. 

  

DELIVERY INFORMATION REST OF THE WORLD

International Standard Delivery

Delivery Cost:  €29.90 applies to all orders under €200. Free on all orders over €200.

Delivery Time: 12-20 working days. Tracked DHL delivery. Delays may occur due to custom procedures. 

 Please note that no tax is added to your purchase. You will need to pay import tax based on your countries requirements. 

 

STANDARD DELIVERY INFORMATION  

Delivery times and services vary from country to country and seasonality (e.g. Christmas, New Years, etc.). Use the guide below from the date of dispatch. If you do not receive your order within the guide times indicated or if you have any queries, please contact us at hello@nayaglow.com . Orders are processed for delivery on working days only (Monday to Friday, excluding UK Bank Holidays). All orders placed will be dispatched the next working day.

DHL Express is currently not available at checkout.

 Delivery times and services vary for different countries, please take the following as a guide from the date of dispatch:

We dispatch via DHL. Delivery typically takes 2-10 working days but for some countries it can take up to 21 days. NAYA Limited is not able to provide a refund or offer a new delivery until the delivery has been registered as being lost by DHL which typically is after 21 working days.

Our prices are all listed in the local currency and VAT is included in our price. At checkout, the VAT will be reduced from the total price if and where applicable. 

NAYA Limited delivers to PO Box addresses. The customer accepts the risk of the order potentially going lost. We use DHL to deliver to PO boxes. Please note that this is at your own risk and we do not take responsibility for this.

Orders will be sent to the delivery address you submitted on your order form. We are not responsible for failed delivery if an address is incorrect. So please ensure to check your shipping address carefully. We will not refund shipping fee. And if redelivery is required, the customer will have to pay for the redelivery.  

PLEASE NOTE: NAYA Limited is not able to provide a refund or offer a new delivery until the delivery has been registered as being lost by DHL after DHL has completed their investigation which can take  up to 30 working days.

 

CUSTOM CHARGES & VAT

 

If your order is being shipped outside the European Union (EU), customs charges and taxes may apply that you will need to pay directly. All estimated delivery times could be delayed by customs entry procedures. NAYA Skincare Ltd. does not take any responsibility and cannot be hold responsible if the package gets delayed or lost in the process. Please make sure you are in touch with your custom service and pay all customs and taxes. Since United Kingdom (UK) has now left the EU, custom charges and taxes may apply to your order that you need to pay directly to clear custom.

Our prices are all listed in British pounds / Euro and VAT is included within our price if and when applicable. Please contact us if you would like to find out about which retailers we stock with in your country.


Returns

We hope that you are happy with your order. If for any reason, you are not completely satisfied* with your purchase, you can obtain a refund, exchange or replacement under the following circumstances:

  • Undamaged goods: The goods are in saleable condition and you have taken care to return them in good condition. They must be unopened, unused and undamaged.
  • Damaged goods: While we take great care to ensure you receive our products in good condition, damages may occur sometimes. In general, this means broken bottles, etc. Please leave it in the state you received it.
  • Lost goods: If you have not received your order after 30 working days (UK and rest of the world) or 7 working days (EU ) from date of order confirmation.
  • Returns are sent to the address provided by our team.


How to make a return

Please follow the steps below:

Step 1: E-mail hello@nayaglow.com within 30 days of receipt of your order. Please provide your customer order number, the goods you wish to return and the reasons why.

Step 2: Once you have received confirmation from us, please return the goods to the address provided.

Step 3: We will process returns only on receipt of the goods. Refunds could take up to 30 days although it will be actioned immediately. Replacements and exchanges carry the same delivery times as a new order.

Refunds are only for the products purchased. Any delivery and/or return cost will be borne by you. We will only reimburse this in the case of damaged, lost or incorrectly supplied products.

We will consider the condition of the goods being returned when making a refund. So please ensure the goods are returned safely. If reasonable care has not been taken or the goods fail to reach us, you may not receive a full refund.

Refunds will only be made to the payment method used when the purchase was made.