Customer support
If you have any further questions, please do not hesitate to contact us at support@nai-nai.com
Order processing time
ORDER:
We ship the product within 1-3 business days. If you have chosen to have your initials applied to the product, the time for sending the product is 3-5 business days.
ORDER PROCESSING TIME:
We process and ship orders from Monday 10:00 (EEST) to Friday 18:00 (EEST).
On Sunday, our managers have a rest, but you can leave your questions on our Instagram @nai-nai.active (Ukraine) and @nainai.bulgaria or Telegram @customer.nai-nai - we will be happy to help you during business hours.
International delivery
Worldwide delivery is carried out by EMS courier service to the address specified in the order. The shipping cost is not included in the price shown on the website. You need to pay for delivery separately.
At your request, delivery can be organized by DHL courier service.
The delivery time depends on the destination country and can range from 10 to 14 days. Shipment information and tracking numbers are sent to the customer's email address specified in the order. If you have not received information regarding the delivery of your order, please contact our support team at support@nai-nai.com and indicate your order number in the email.
Upon arrival in your destination country, international orders may be subject to customs duties and taxes of the destination country. Please familiarize yourself with the customs regulations and the cost of customs duties to your destination country before placing your order. In turn, we cannot predict or be responsible for additional or customs payments. However, we are always ready to share our experience and answer additional questions if you send us an email to support@nai-nai.com
Delivery of orders in Bulgaria
Order processing and pickup service is available from Monday to Saturday from 10:00 to 19:00. Orders are shipped by SPEEDY and EKONT from Monday to Friday, expect your order to be sent within 1-3 business days.
Courier delivery is paid by the client at the carrier's rates. TTN numbers are created automatically, please follow the messages from the courier service.
In some cases, same-day delivery by taxi within Sofia is possible. For this option, please contact us at +359...
Payment
Orders are accepted only upon full prepayment. You can pay for your order using one of the available methods:
Visa and Mastercard cards
cashless payments using account details;
After payment is made, you will receive an email with order confirmation and estimated shipping date. If you have any additional questions, please send an inquiry to support@nai-nai.com. We are always happy to help you!
Returns.
We accept goods of good quality for return and exchange within 14 days from the date of receipt of the order. To return or exchange the goods, the following conditions must be met: the goods have not been used, the original appearance of the goods has been preserved.
RETURN AND EXCHANGE OF PRODUCTS OF GOOD QUALITY
Returns and exchanges of products of good quality are possible if:
- no more than 14 calendar days have passed since the receipt of the order;
- there is a confirmation of payment for the goods and delivery information;
- there is a payment document (fiscal check);
- the goods must have a marketable condition, labels, tags and no traces of use.
If you want to return a product of good quality, please:
- fill out a return form and send us the signed application along with receipts confirming payment to support@nai-nai.com;
- send us the product along with the original signed application by delivery service, the shipping details will be sent by the manager after the buyer's request;
- provide us with the tracking number of the parcel.
To exchange/return the goods, please send photos of the goods from all angles or a video to confirm the quality of the goods. Packaging must be made of hard cardboard only. Please note that all deliveries are made at the customer's expense. If the quality of the product does not meet the required standards, it will be returned to the buyer at his expense. If the product is damaged during delivery, the exchange/refund will not be confirmed and the product will be returned to the buyer at his/her expense.
REQUIREMENTS FOR RETURNED ITEMS:
the item has not been used (including its use for photo/video shooting) and has retained its presentation;
- the item has not been washed or dry-cleaned;
- the item is free of any stains/foundation cream/animal hair/perfume scent, etc.;
- there is a label, sticker, tag, etc. All labels, stickers, tags must be inseparable (not torn off or cut off) from the product;
- the item was returned in its original packaging.
In case of non-compliance with the above points, the product is NOT subject to return/exchange. Such a product will be returned to the Buyer without refund.
The exchange of goods is possible only for goods of equal value.
REFUND FOR THE GOODS
Refunds will be made to your account within 14 business days from the date of acceptance of the goods for return. Please note that shipping fees are not refundable upon return.
Embroidery
Price
Please note that the embroidery service is not free and costs 10 Euros per product.
Therefore, if you buy our clothes online and add the embroidery service to the product you have chosen, the cost of the chosen clothes together with the embroidery will increase by the above amount.
Please note that this does not apply to corporate orders.
Data for embroidery
Please do not forget to enter the data for applying embroidery to the clothes. Please specify the name and surname of the athlete for whom the garment is intended.
Please note that we apply embroidery only according to the data you provide when placing an order.
Terms
The terms of embroidery application are from 1 to 3 working days
Ordering
It is possible to order embroidery:
online on the website at the time of purchase,
offline in the brand's store at the time of purchase.
