FAQ: Frequently Asked Questions

Table of contents

1. Shipping

Question 1: How long does shipping take?

Shipping within Germany usually takes 1-3 days with DHL. In Austria and Switzerland, shipping takes 2-4 days.

Question 2: How much is shipping?

From a purchase value of 75 € we deliver your order within Germany free of charge. For orders with a lower value we charge a shipping fee of €5.49 for Germany, €7.90 for Austria and €16.90 for Switzerland. In the rest of the EU + UK, the shipping costs are between €7.90 - €10.90.

Question 3: From what order value is shipping free?

Shipping is free from a purchase value of €75 in Germany, €110 in Austria and €190 in Switzerland. Please note that customs costs may apply.

Question 4: How does express shipping work?

In the check-out you can select UPS Express shipping for €10.99 to receive your order within one day. Please note that you must place your order before 1:30 p.m. on weekdays to guarantee on-time delivery.

Question 5: How can I track my shipment?

As soon as your shipment leaves our warehouse, you will receive an e-mail with the confirmation and an e-mail with the shipment tracking. Optionally, you can also track your shipment using the tracking number.

2. Returns

Question 6: Can I return my order?

Yes, you can return your order within 14 days. Your satisfaction is important to us.

Question 7: What is the return policy?

The return option applies to all orders within the EU. You must make the return within 14 days of receiving your order. Items must be unworn and free from defects.

Question 8: How can I register my return?

You can register your return via our chat function, the contact form or by email at help@nayaa.de.

Question 9: What is the return address?

The return address is:

Habib & Rachidi GbR
Kohlkaulerstr. 2a
53757 Sankt Augustin

Question 10: When will I get my payment refunded?

Once we have processed your return and all return conditions have been met, we will refund you to the original form of payment. Please note that it may take 1-3 days for the payment to be credited back to your account. You will be notified by email once the refund has been made.

3. Payment

Question 11: What payment methods are accepted?

We accept Klarna on account, Sofortüberweisung, PayPal, credit card (Visa, Mastercard, American Express), Apple Pay, Google Pay, Shop Pay, Amazon Pay, Giropay, EPS (Austria), Carte Bancaires (France), iDEAL (Netherlands), , KBC/CBC (Netherlands), Belfius (Belgium), Bancontact (Belgium).

Question 12: How secure is the payment?

The security of your payment is very important to us. We use SSL encryption to protect your sensitive information. We also work with renowned payment service providers who guarantee high security standards.

Question 12: How does Klarna work on account?

Klarna on account allows you to receive your order first and pay later. You only have to settle the invoice within 30 days of receipt of the goods. This offers you flexibility and security when shopping.

Question 13: How does Sofortüberweisung work?

Sofortüberweisung is an online payment system that allows you to pay directly through your online banking account. You will be redirected to your bank's website where you can log in with your online banking credentials and confirm the payment. Payment is real-time, safe and convenient.

Question 14: What advantages does PayPal offer?

PayPal allows you to make payments easily, quickly and securely online. You can store your bank or credit card details in your PayPal account and, when making a purchase with PayPal, transfer your payment information with just a few clicks. PayPal also offers buyer protection, which gives you additional security in case there are problems with your order.

4. Other questions

Question 15: How do I use discount codes?

You can enter discount codes in the appropriate field during checkout. The discount will then be automatically applied to your shopping cart.

Question 16: I entered my address incorrectly, what can I do?

Please contact our customer service as soon as possible at help@nayaa.de or via our chat function to have your address corrected.