Privacy policy
Nayee Opulence — Shipping, Pre-Order & Returns Policy
At Nayee Opulence, each piece is crafted with intention. The policies below protect that craftsmanship while keeping your experience clear and seamless.
1) Pre-Order Policy
Cancellation Window
• You may cancel a pre-order within 48 hours of purchase.
• After 48 hours, all pre-orders are final sale and cannot be canceled.
Made-to-Order Process
• All pre-order items are made to order and follow a specialized process that includes material sourcing, third-party coordination, international shipping, and customs clearance.
Eligibility for Issues
• Pre-orders are not eligible for refunds or exchanges, except if you receive the wrong item or a damaged/defective product.
• If this occurs, you must contact us within 48 hours of delivery with your order number and clear photos for review. Resolutions (refund, exchange, or store credit) are at our discretion after inspection.
Timeline & Tracking
• For pre-orders, the shipping timeline begins when the item arrives at our warehouse, not from the order date.
• Tracking information is issued once your order is dispatched.
How Pre-Orders Work
1. A hand-drawn design becomes the foundation of your piece.
2. Raw, authentic, organically selected materials are sourced for quality and integrity.
3. Each item is individually crafted—never mass-produced—with care, precision, and intention.
4. Finished goods ship to us and clear international customs before entering the U.S.
5. We inspect, carefully package, and dispatch to you with tracking.
2) Refunds, Returns & Cancellations
Refunds are only considered if:
• You cancel within 48 hours of purchase; or
• You received an item that is damaged, defective, or incorrect, reported within 48 hours of delivery with photos and your order number.
Not eligible for refunds:
• Production or shipping delays (timelines disclosed prior to checkout).
• Items that are worn/used/altered, not in original condition, or missing tags/packaging.
• Requests submitted outside the required timeframes (see Quick Reference below).
Condition Requirements
• Item must be unworn, unused, with all tags attached and in full original packaging.
• Include receipt or proof of purchase.
Inspection & Discretion
• All returns/exchanges are received, inspected, and examined before a decision is made.
• Outcomes (refund, exchange, store credit, or denial) are at our discretion.
Refund Timing
• If approved, refunds are initiated the same business day.
• Please allow up to 10 business days for your bank/card provider to post the credit.
• If more than 15 business days pass after approval and no refund appears, contact us.
3) Shipping & Delivery
Dispatch Days
• We ship Monday–Friday.
• Saturdays only available for Next Day shipping.
Pre-Order Shipping
• Shipping timelines begin once the item reaches our warehouse, not from the purchase date.
• Tracking information is provided once your order is dispatched.
4) Duties & Import Taxes (International Orders)
• Duties, customs fees, and import taxes are not included at checkout.
• These fees are set by your country and collected by the carrier upon delivery.
• Refusal of duty charges will not qualify your order for a refund.
• We cannot estimate or control duty charges in advance. Customers are responsible for checking import rates before purchase.
5) Return & Exchange Windows
• Damage/defect notification: contact us within 48 hours of delivery with photos and order number.
• Return shipment deadline: any approved return/exchange must be shipped back within 14 days of delivery.
Returns Not Accepted
• Worn/used/altered items.
• Items returned after 14 days.
• Customer-damaged items (does not include items damaged in transit if reported within 48 hours).
• Items not listed as returnable on the product page.
6) Return & Exchange Shipping Costs
• Customers are responsible for shipping costs for returns/exchanges.
• This includes shipping the original item back and outbound shipping for the replacement/exchange.
• Shipping fees are non-refundable. Keep tracking/proof of shipment.
• We may, at our discretion, waive outbound exchange shipping as a courtesy.
7) Store Credit
• Store credit may be issued at our discretion if:
• Cancellation occurs after the 48-hour window, or
• Situation does not meet refund criteria.
8) Disputes & Chargebacks
• Refund requests are handled directly with us.
• Disputes/chargebacks are handled by your financial institution and result in a win/lose decision.
• Customers with a history of chargebacks or flagged orders may be required to verify identity before processing resumes.
9) Customer Responsibility
By placing an order, you agree to:
• Review product descriptions, disclaimers, and policies before purchase.
• Acknowledge the 48-hour cancellation and damage/defect notification windows.
• Ship back approved returns/exchanges within 14 days.
• Accept responsibility for return/exchange shipping costs and duties/import taxes where applicable.
• Understand all resolutions are at our discretion following inspection.
All sales final after 48 hours. Exceptions only for defective or incorrect items reported within 48 hours of delivery.
FAQ
Frequently Asked Questions
Pre-Orders
Q: What does pre-order mean?
A: A pre-order means your item is made-to-order, not sitting in a warehouse. Your piece is carefully designed, materials are sourced internationally, then crafted, inspected, and shipped. This process takes time, but ensures every piece is truly special.
Q: Can I cancel my pre-order?
A: Yes — within 48 hours of purchase. After 48 hours, all pre-orders are final sale.
Q: When will my pre-order ship?
A: Timelines begin once your item reaches our studio (after materials are sourced, crafted, and cleared through customs). Tracking is provided the moment your order is dispatched.
Shipping & Delivery
Q: When do you ship?
A: Orders ship Monday–Friday. Next Day shipping is available for Saturday delivery.
Q: Will I get tracking?
A: Yes — tracking information is emailed to you as soon as your order has been dispatched.
Q: Do you ship internationally?
A: Yes, worldwide. Please note: duties, customs fees, and import taxes are determined by your country and are the customer’s responsibility.
Returns, Refunds & Exchanges
Q: Can I return or exchange my order?
A: Orders are final sale after 48 hours. The only exceptions are if you receive a defective or incorrect item.
Q: What if my item arrives damaged or incorrect?
A: Contact us within 48 hours of delivery with your order number and clear photos. We’ll review and, if approved, offer an exchange, store credit, or refund.
Q: Do I have to pay for return shipping?
A: Yes. Customers cover shipping for returns/exchanges both ways. In rare cases, we may waive outbound shipping for exchanges as a courtesy.
Q: How long do refunds take?
A: If approved, refunds are initiated immediately. Please allow up to 10 business days for your bank or card provider to process. If 15 business days pass without a refund, contact us.
Policies & Responsibility
Q: Why do you have a 48-hour cancellation window?
A: Because each piece is made-to-order, we begin production quickly. The 48-hour window ensures fairness while honoring the craftsmanship process.
Q: What items cannot be returned?
A: Worn, used, altered, or customer-damaged items; items without tags or packaging; and any item returned after the 14-day return window.
Q: What happens if I refuse to pay customs duties?
A: Refusal of customs/duty fees will not qualify your order for a refund. We encourage checking your country’s import costs before purchasing.