Shipping policy


DELIVERY INFORMATIONEN GERMANY 

Standard Delivery

Delivery Cost:  Free shipping on all orders over €50. Orders under €50, €4 shipping is applied. 

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

Please note that if discounts, coupons or other offers reduce the value of the order to below the threshold, free shipping does not apply.

 

DELIVERY INFORMATIONEN AUSTRIA

Standard Delivery

Delivery Cost:  €4 applies to orders under €70. Free on all orders over €70. 

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

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

Please note that if discounts, coupons or other offers reduce the value of the order to below the threshold, free shipping does not apply.

 

DELIVERY INFORMATION TO UK 

48-Hours tracked Royal Delivery

Delivery Cost:  £3.90 applies to orders under £75. Free on all orders over £75. 

Delivery Time: 1-3 working days. Tracked Royal Mail delivery.

UK orders are now shipped from our warehouse located in the UK. If you're based in the UK, you will not pay any additional taxes, customs or duties. We use Royal Mail courier service for UK orders, and delivery takes 1-3 working days.

Please note that if discounts, coupons or other offers reduce the value of the order to below the threshold, free shipping does not apply.

 

DELIVERY INFORMATION WITHIN EU

International Standard Delivery

Delivery Cost:  €12.90 applies to all orders under €100. Free on all orders over €100.

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

Please note that if discounts, coupons or other offers reduce the value of the order to below the threshold, free shipping does not apply.


DELIVERY INFORMATION UNITED STATES

US Standard Delivery

Delivery Cost:  $5.95 applies to all orders under $50. Free on all orders over $50.

Delivery Time: 2-3 working days. Tracked delivery.

US orders are now shipped from our warehouse located in the US. If you're based in the US, you will not pay any additional taxes, customs or duties. We use a US courier service for US orders, and delivery takes 1-3 working days.

Please note that if discounts, coupons or other offers reduce the value of the order to below the threshold, free shipping does not apply.

 

 

DELIVERY INFORMATION TO SWITZERLAND & LIECHTENSTEIN

International Standard Delivery

Delivery Cost:  €16.90 applies to all orders under €150. Free on all orders over €250. Shipping fee includes all taxes and duties. 

Delivery Time: 1-3 working days. Tracked Swiss Post.  

Please note that if discounts, coupons or other offers reduce the value of the order to below the threshold, free shipping does not apply.

 


 

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 have any queries, please contact us at support@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. 

Orders shipped outside of Germany / European Union may be subjected to taxes, customs duties and other fees by the destination country. The recipient is responsible for these fees. If the purchaser refuses a shipment, they are responsible for any import fees incurred, cost of returning the shipment and the original shipping charges. This amount will be deducted from the merchandise refund plus a 5% restocking fee.

NAYA Skincare Ltd is not responsible for return of shipments or reimbursement of lost packages or damaged products. Items sent via DHL are not automatically covered for loss or damage.

Please note that shipment time is not guaranteed by NAYA Skincare or DHL. NAYA Skincare is not responsible for an order once it is in the DHL system.

To ensure your delivery arrives to the correct destination and on time, please ensure that someone is available to sign and collect the delivery plus you have provided the correct address. We are not liable if the incorrect address has been provided at checkout. 

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 the 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. 

Our prices are all listed in British pounds / Euro / Dollars / etc and VAT is included within our price if and when applicable. Please get in touch with us if you would like to find out about which retailers we stock within 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 support@nayaglow.com within 14 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 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.

 

PAYMENTS

Please note: if you choose to pay with SOFORT, orders won't be fulfilled till payment has been received. Receiving payment can take up to 14 days for a payment to be successful on SOFORT. Please contact us at support@nayaglow.com if you have any questions.