FAQ

FAQ: Frequently Asked Questions

Important note on shipping:
There are currently delivery delays due to high order volumes. The standard delivery times of 1-3 days within Germany and 3-4 days to Austria/Switzerland are valid again after the delivery delays.
If this notice is no longer visible, the standard delivery times apply again. Thank you for your understanding.
(As of July 20, 2024)

Table of Contents

1. Shipping

Question 1: How long does shipping take?

Important information regarding shipping:
There are currently delivery delays due to high order volumes. The standard delivery time of 1–3 days within Germany and 2–5 days to Austria/Switzerland or the EU are valid again after the current delivery delays.

Shipping currently takes 10-14 days due to the current delivery delays.
We will update this directly on our homepage.
Standard delivery times are valid if this remark is no longer visible.
(Status 03 July 2024)

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: Who can return their order?

Customers from EU member states are entitled to return their order within 14 days of receipt, provided the items are unworn and free from defects. Please note that customers from non-EU countries do not have the option to return their orders according to our Terms and Conditions and EU consumer protection regulations.

For more information, please refer to our Cancellation Policy and Terms and Conditions.

Question 9: 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*.

Alternatively, you can send your return directly to our returns address (see point 12). It is important to use the same address as the sender that you used for the delivery address when placing your order. Additionally, you can include a note with your order number (order number starts with "NYA") in the package.

*Registration is not mandatory if you return your order independently within the return period.

Question 10: How do I receive a return label?

If you would like to receive a return label*, you must register your return with us online as in question 9. Please contact us via our chat function, the contact form, or by e-mail at help@nayaa.de.

Due to high order volumes, there may be delays in responding to email enquiries or chat messages. This may also mean that the provision of return labels is delayed. In such cases, we highly recommend that you send the return independently to the return address from question 12, as already described in question 9. Customers must adhere to the specified return deadlines and cancellation policy outlined in our Terms & Conditions.

*Please note that the provision of return labels is an additional service and is not required by law. Customers are responsible for complying with the return deadlines specified in our Terms & Conditions and the cancellation policy.

Question 11: How much does a return label cost?

For returns within Germany, a fee of €4.90 for the return label will be deducted from the refund amount. For returns from Austria, the fee is €7.90. For returns from other EU countries, the cost for the return label ranges between €7.90 and €9.90. Unfortunately, we aren't able to supply customers from Sweden or Finland with a return label. We apologize for the inconvenience.

Question 12: What is the return address?

The return address is:

Nayaa.de
Landsbergerstr. 28
53119 Bonn
Germany

Question 13: 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 2-5 business 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 14: 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 15: How secure is the payment?

The security of your payment is 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 16: 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 17: How does SOFORT work?

SOFORT 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 18: 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 19: 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 20: 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.

Question 21: My item is damaged, what should I do?

If your item is damaged, please contact our customer service as soon as possible at help@nayaa.de with a description of the issue and, if possible, photos of the damage. We will assist you with the return or exchange process in accordance with our returns policy and terms and conditions.

Over 10 thousand satisfied customers

Your satisfaction is our goal

14 days return policy

You can easily return any order within 14 days*

Secure payment

All payments are SSL encrypted