Please do not hesitate to contact our customer service to help you with everything related to purchases, shipments, returns, exchanges and complaints.
We will be available from Monday to Friday from 9:00 am to 7:00 pm, excluding vacations, holidays and weekends. Our goal is to resolve all inquiries as soon as possible.
Customer service: firstname.lastname@example.org
By purchasing any product on www.naas.es you represent that you are of legal age and accept our Purchase Terms, which regulate the conditions under which buyers can purchase the products offered through our website.
You can process your order in two different ways:
- User registration: you can register on our website by filling in the requested information. If you are already a user, you can access your private area where all your data and orders are.
- Guest user: if you wish, you can also place your order without registering on our website. You will only have to fill in the necessary shipping and billing information with which we will process your order at the time of purchase.
We use the Secure Electronic Commerce system (3D Secure Protocol), which provides security and protection since it authenticates each of the parties involved in the operation.
After verifying the card, the owner of the payment card will receive an email confirming that their order has been placed successfully. If your card has not been authorized, the payment will not be made and we will send you an email to inform you of the events.
Every time the customer places an order, they must enter the payment data in the requested form since the company will not keep any credit card data.
We accept the following payment methods:
- Credit cards: Visa Credit, Visa Debit, Mastercard Credit, Mastercard Debit, Visa Electron among others.
- PayPal: it is the safest form of payment that exists since it does not reveal the numbers of the credit cards or the bank accounts of both the buyer and the beneficiary.
HOW TO BUY
- Select the product you want. In addition to the photos, you have more information about the article: price, reference, fabric, composition, color and available sizes, among others.
- Choose your size, color and / or quantity and add it to the shopping cart.
- Fill in your shipping and billing information.
- Choose the payment method: virtual POS or Paypal.
- Confirm the order and complete the purchase process. You will receive a confirmation email, if you do not receive it please contact us.
- We will send you an email with the shipment processed and the estimated delivery date.
If you have any questions about the product, write to us at: email@example.com
From Monday to Friday, orders will be processed the next business day, and in the case of weekends and holidays it will be made from the next business day.
Once your order has been placed, the customer will receive an email with the tracking number of your purchase and the estimated delivery date. Deliveries will vary between 24 hours and 15 working days depending on the availability of the item and destination, and there may be a delay of up to 48 additional hours due to excess orders, in which case the customer will be informed.
At the time of delivery of the package, the signature of the customer or a person of legal age will be required, thus confirming the receipt of the order whose responsibility would become the customer.
For packages that arrive at their destination and are not collected within the 15 days enabled by its post office, Naas reserves the right to charge the customer a handling fee to cover the administrative costs of shipping and return, which will be deducted from the payment received.
TAXES: Orders may be subject to local taxes and / or import duties. The buyer is responsible for paying them upon receipt of the package in accordance with the applicable laws of the destination country.
DELIVERY TIMES AND STANDARD RATES
Please note that the country of purchase and delivery always have to coincide and that shipments are made to physical addresses, not to PO boxes or hotels. If you make a mistake about the shipping information, please write to us at firstname.lastname@example.org so that we can correct the error as quickly as possible.
If for any reason your order has not been delivered on the estimated date, do not worry because we will try to correct the error as soon as possible. We remind you that, in this case, you can also cancel the order, immediately reimbursing the amount charged in the same means of payment of your purchase.
Our online store offers national and international shipments through Correos, SEUR and MRW. Shipping rates are usually a fixed price but may vary depending on the size and weight of your order, which will be clearly indicated to you during the purchase process. If there are free shipping promotions, the shipping cost will be removed in the final payment.
Peninsular Spain / Portugal: € 10 / 24-48 hours
Canary Islands: € 40 / 2-5 Days
Ceuta / Melilla: € 20 in 2-5 Days
Europe Zone A / Andorra, Netherlands, Italy, France, Belgium, Andorra, Germany, United Kingdom: € 16 / 2-5 Days
Europe Zone B / Austria, Bulgaria, Cyprus, Croatia, Denmark, Slovakia, Slovenia, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, Poland, Czech Republic, Romania, Sweden, Switzerland: € 25 in 2-5 days
USA, Canada, Japan, China, Russia, United Arab Emirates, Morocco, Tunisia: € 40 in 2-5 Days
If your country is not on this list and you are interested in purchasing any of our products, please do not hesitate to contact us and we will try to find a way to get it to you.
3. EXCHANGES / RETURNS
According to the policy of exchanges and returns of the company, the customer has the right to return a purchase within a maximum period of 15 calendar days from the date of receipt of the order. If you want to cancel an order, you have 12 hours from making your purchase. After these deadlines, no changes or refunds will be accepted for processing.
Send an email to the customer service email@example.com indicating what you want to do: change of size / product, return, refund or the reason for the claim along with a brief description of your case. Be sure to include contact information, order number, bank account, and return tracking number. Responses to your requests will be sent in a maximum of 48 hours.
Keep in mind that you must pay the return costs and that these are not refundable, being deducted from the subscription. In the Peninsula and the Balearic Islands, only one return or exchange per order will be free and from the second, the customer will be responsible for the transport costs. In international shipments, Naas will not be responsible for the shipping costs of the changes, returns or the taxes derived from this action, the amounts of which will depend on the destination of the merchandise.
PLEASE, before shipping, YOU MUST ENSURE THAT THE PRODUCTS ARE BRAND NEW, exactly as you received them.
Before proceeding to make a refund or exchange, it will be carefully checked that the returned items meet the following necessary requirements: the product must be returned in perfect condition without having been used, washed or damaged, keeping all the labels and its original packaging intact.
We reserve the right not to authorize a refund if the returned merchandise does not meet these requirements.
IMPORTANT: Do not make your returns or exchanges with an unauthorized carrier as we will not be responsible for lost or damaged items in the return. You will receive confirmation from Naas that the return has been received.
In the case of approving the return of the product, the refund will be made to the card of the customer who made the purchase within a maximum period of 15 working days from the date the customer returned the item. The transaction may take up to 15 business days to be reflected on your card / account from the day you receive our refund confirmation.
Refunds via PayPal will appear visible in your account within 24 hours of receiving the refund confirmation email. To transfer funds to a separate account, please contact PayPal directly.
Under no circumstances will the recipient of a gift be entitled to receive a refund.
5. OTHER FREQUENTLY ASKED QUESTIONS
Can you unsubscribe from the Newsletter? You can unsubscribe at any time you wish by sending us an email to firstname.lastname@example.org
Can you recover a forgotten password? If you need to recover your password, access the My account section and reset your password. You will receive an email with your new password.
Can I know the status of an order? Once your purchase is sent, you will receive an email with the tracking number of your order with which you will know at all times where it is.
Can an order be canceled or changed? Once the order is placed, you have 12 hours after confirming your order to be able to cancel it, change it for another item / s or change the delivery address.
Can a product received be exchanged for another? First you must return the product received with which you are not satisfied and then you must begin the exchange or return process.
Have you received a product in poor condition? If the product received is not in good condition or damaged, please write to us immediately at email@example.com and we will provide you with the procedure to follow.
For more inquiries related to the store please write to us at: firstname.lastname@example.org