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FAQ

Payment

What payment methods do you accept?

Payments are securely processed through Shopify. Accepted payments: Visa, Mastercard, American Express, Maestro, iDEAL, Bancontact, Shop pay, Apple Pay, Google Pay and PayPal. No payment plans are accepted.

Ordering and delivery

How do I order?

Every so many weeks I release a new collection on a specific date. Release dates are announced through my social media and on top of this website. All items will only be available in very limited quantities and on a first come, first served basis.
Usually a day or two before a release date I’ll put up the new items as a preview and it'll be marked as 'sold out' until the moment of release.

Do you do customs orders?

Normally not, although I sometimes accept another color or certain adjustments like lengths in a pre-order release. In a ready to ship release, no changes are possible. I do try my best to listen to your suggestions of what you want to see in the next collection. Feel free to let me know!

What countries do you ship to?

Most regions worldwide are available. If you can't complete checkout because there is no shipping option available, please get in contact with me so I can find a delivery method for your location. To find out the latest shipping updates, please read the shipping policy here.

Do you ship to the UK?

Yes! Please note that since the UK left the EU, customs duties and taxes may apply on orders over 135GBP. 

How much is shipping?

Shipping costs depends on the items you've ordered and your location. Because there is no fixed rate, it will be calculated at checkout before completing your order.

Can I track my order?

Yes, always! You'll receive your tracking number by email. Please contact me if you didn't receive your tracking email within a few days in a ready to ship release. In case of a pre-order release, please remember that there is a turnaround time, and tracking emails will come within the announced time frame.

What do I do if I never received my order?

Get in contact with me immediately! I will do everything I possibly can to help you out.

Can I add insurance on my order?

It's possible to add insurance on your order if you choose Express (DHL) as your shipping option during checkout. You can ask for the insurance cost by sending an email with your order number, or by simply replying to your order confirmation mail. After receiving the insurance quote, you can decide if you wish to pay extra for this service.

Orders with a value greater than 400EUR, will be automatically insured at no extra cost to you.

Returns

Can I return or exchange an item?

Returns or exchanges are only accepted within 14 days after delivery and within the EU. After that I do not offer any refunds or exchanges.

Please read the full return policy here.

Other questions

Do you sell your collection on other websites?

I openend a shop on Etsy where I might list some items of my collection. However I do recommend placing your orders here on the main website where the full collections are released. My offical Etsy shop is naiadescollection.etsy.com

Besides this, there is no where else I am selling my designs.

I tried to get in contact with you, but I didn't get a reply. What do I do?

I always answer all your questions, usually within 2 days by email. If you didn't receive a reply, please get in contact with me again as it can always happen that your email got lost.

Do you sell gift vouchers?

Yes! These are issued electronically by email and each contains a unique reference number. There is no expiration date and they can be partially used on multiple orders. You can find gift cards on the homepage here.

Where are you located?

Everything gets shipped from Barcelona, Spain.

Do the colors bleed when washing?

They will most likely bleed in the first few washes. Wash seperately or with similar colors the first few times. After that it should stop bleeding and it will be safe to wash with other colors. Even though it might bleed in the beginning, the colors won't fade. Follow the care instructions that came with your order or read them here.

TIP: If in doubt, place a white cloth underneath the garment when ironing to see if it still bleeds or not.