European Union: FREE express shipping with DHL. Delivered in 2-3 business days.
International: €15 express shipping with DHL. Delivered 3-7 business days. Subject to custom clearance.
All delivery times are approximate. Delays may occur as result of customs processing times, which vary from country to country, and are out of our control unfortunately.
You can check the status of your order here: Track your order
We are happy to offer a refund on all products except sale items, when returned within 14 days of receipt of your original order.
All returned products must be sent back in their original condition, along with the original tags and packaging.
Please note, you will need to cover this shipping cost and we do advise you send your return using a tracked service. Naïs will not accept responsibility for any parcels not received if sent un-tracked. Please retain your proof of postage.
We only refund shipping costs if there has been an error with the order or your purchase was faulty.
Items will be inspected upon return, and will be returned to the sender at sender’s own expense if they are not in their original saleable condition. We therefore advise you to be careful when trying on items as to not stain them with make-up etc.
Once we have received your returned parcel we will send you an email confirmation. A refund will then be processed within 7-10 working days. It can then take up to 10 working days for the funds to appear back in your account depending on your bank or card issuer.
Please note, if you are returning products from outside the European Union, a customs declaration form must be completed and attached to the package. Please also mark the parcel clearly as 'RETURNED GOODS'. Failure to do so, will result in the package being held in customs with charges applied for customs and excise duty, import VAT and a clearance fee. The parcel will not be released and returned to Naïs until you pay these fees. If these fees remain unpaid, the parcel will be returned to you, the sender, or the customs charges will be deducted from your refund.
1) Log in to your Account
2) Access your Order History & Details
3) Select the order from which you want to return an item
4) Select the product which you wish to return by checking the box next to its name
5) Please add a reason as to why you would like to return the product to help us better understand what went wrong
6) Click on the “Make an RMA slip” button
7) The RMA number is located in the left column in the format #000000
8) Please include your returns slip with your name, RMA number and order number in the parcel.