1. WHEN WILL I RECEIVE MY ORDER? HOW LONG IT TAKES?
IMPORTANT NOTICE: In promotions such as Black Friday and Christmas, transportation is affected by so many orders shipped. It may take up to 10 days.
- For the Peninsula, the transport company is Correos Express. You will receive your order in 24-48 hours once it has been shipped.
- For the Balearic Islands, the transport company is Correos Express. You will receive your order in 3-4 business days once it has been shipped.
2. HOW DO I KNOW THAT MY ORDER HAS BEEN SHIPPED?
As soon as your order leaves our warehouse on its way to your home, you will receive an email with the tracking of your order.
Through tracking you can manage the delivery of the package; select the time slot you prefer, change the address or the delivery date and pick up the order at a post office. You can do all this through the Correos Express application provided in the confirmation email or through the SMS that Correos Express sends you once the order leaves our warehouse.
In the case of another transport company, it will also be possible to follow up on the link provided.
3. CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING AN ORDER?
Yes, through the Correos Express application provided in the confirmation email or through the SMS that Correos Express sends once the order leaves our warehouse.
In addition, you can also change the delivery schedule in the event that you are not at home at the indicated time.
It may only let you make the switch, after a failed attempt.
If you have not been able to make the change of address through the two options listed, do not hesitate to contact us by email.
4. I HAVE NOT RECEIVED MY ORDER. WHAT SHOULD I DO?
It is very important that each customer tracks their order (the delivery company and we send multiple email communications indicating shipment updates, as well as multiple delivery attempts).
If it has not been delivered on the estimated date, you must contact the transport company, either through the tracking link or by telephone of the chosen company with the closest headquarters to your address.
In the event that contact with the delivery company is not possible by any means, contact us within 24-48 hours maximum, to solve it.
There are two main reasons why you have not received your package:
- Wrong address: In this case, we recommend that you always check that the address you entered is correct, since it is possible that your package has been delivered to the wrong address or is in the Correos Express warehouses.
- Failed delivery attempts: Correos Express makes up to three delivery attempts with an agreed delivery date/time. In the event that they have not been able to contact you and more than 14 business days have elapsed since the first delivery attempt, the procedures for returning it to our warehouse are initiated.
5. WHEN CAN I CHANGE A PRODUCT?
For any claim you can contact us through our email firstname.lastname@example.org
To make a change you must contact us within a maximum period of 72 hours from receipt of the order.
Changes will be made in the following cases:
– Product that does not correspond to the reference purchased.
– Damaged or defective merchandise.
To accept the substitution, both the product and the packaging must be in their original condition and the containers of the products unopened. Save the box and stuffing.
6. HOW DO I PROCEED WITH THE RETURN OF A DAMAGED OR WRONG ORDER?
In cases of not receiving the shipment in good condition or if the correct content has not arrived, take a photo of the box with the filling and the products and detailed photos of the defect and/or breakage and send us the information to support@naukua. com. We need the photos to open the incident and be able to make a formal claim to the transport company.
Keep in mind that we have 24 hours from receipt of the order to claim it, so you must contact us as soon as possible.
7. DO I HAVE TO PAY THE RETURN EXPENSES?
If you have received the order with some or all of the products damaged or in poor condition, you will NOT have to pay the shipping costs. Likewise, if you request that the same product that was damaged be replaced or even want to change the reference, the management and transport costs will be borne by Naukua.
If the change is due to an error on your part (mistake when placing the order) YES you have to bear the shipping costs of collection and new delivery.
In the event that the error was due to Naukua, we will take care of removing the wrong product and sending the requested merchandise again at no additional cost. You do not have to pay the shipping costs for the replacement.
8. RIGHT OF WITHDRAWAL (RETURN OF A PRODUCT OR COMPLETE ORDER)
If you are not happy with the product purchased at naukua.com you can also return it, respecting the following conditions:
- The products must be returned within a period of 30 calendar days from the date of receipt of the order by the customer.
- The products must be returned in their original box/packaging with all its parts, it cannot have been opened.
- The products cannot have been used.
- Please do not put tape or stickers directly on the product. Products that are in poor condition will not be accepted.
The products that you want to return must be sent to our warehouse within the next 14 calendar days from the communication. The transport costs derived from the return of the product (return shipping costs to our warehouse) are borne by the customer.
Once we have received the returned merchandise, we will check that everything is correct and we will refund the purchase amount minus the shipping costs back to our warehouse, provided that the product is in perfect condition. The return will be carried out through the same means of payment used in the purchase. You will receive an email to confirm that the refund has been processed.
IMPORTANT – For the return of the products, they must be in the same state in which they were received; Unused, with original packaging and box.
Within a maximum period of 7 days from receipt in our warehouse and verifying that it is in good condition, the amount will be reimbursed, less the cost of sending the return to your country.
Remember! If it is a pack, it cannot be divided, so it is necessary to return the entire pack or if it included a gift, it must also be returned.
In no case will we be responsible for the misapplication or irresponsible use of the product.
*For orders placed between November 1 and December 31, the return period is extended until February 1, 2023.
9. CAN I CANCEL AN ORDER?
Once we receive your cancellation request, we will confirm if it has been possible.
It may be canceled before we complete the order.
In the case of being completed, and you request the cancellation if the carrier has not picked up the package, it can be canceled.
If the carrier has picked up the package, it cannot be cancelled. In this case you will have to reject the package on delivery, once received in our warehouse, the refund will be made less the shipping costs to and from the order (€10 in the peninsula).
10. LEGAL GUARANTEES
We reserve the right to modify the Terms and Conditions such as the shipping and return policy. The modifications introduced will not be retroactive.
If you do not agree with the changes made, we recommend that you do not use our website.