Contact us
Email us
info@napolay.com
Faq
dO YOU SHIP INTERNATIONALLY?
We ship to most countries around the world. Shipping charges will apply and will be added automatically at checkout.
WE DO NOT COVER OR REIMBURSE FOR DUTIES OR CUSTOMS FEES THAT MAY BE APPLIED TO YOUR ORDER UPON DELIVERY.
Please note that we are not responsible if you are absent at the time of delivery or if additional customs clearance fees apply.
Please also note that for international returns, the return shipping and any reverse duties & taxes are the responsibility of the customer and will be deducted from the refund of your items.
how long will it take to receive my order?
Orders are processed chronologically, and processing times may vary between 2 and 4 business days during regular periods, and between 3 and 5 business days during new product launches or promotional periods. Once your order has been shipped, you will receive a confirmation email and a tracking number. Please allow 24 to 48 hours for the tracking number to be updated in the system.
Once your order leaves our warehouse, delivery times may vary depending on the carrier and the shipping option you selected at checkout.
Orders shipped within Canada and the US may take 5 to 14 business days to be delivered depending on your location. International orders may take 2 to 4 weeks to be delivered.
*Please note there may be additional delays during launches and promotional periods. International orders may experience delays due to customs regulations and border inspections.
which shipping companies and couriers do you use?
For orders within Canada, we ship with Canada Post, ICS, and Fleet Optics. For orders to the US we ship via US Post. For orders to the UK, we ship via Royal Mail. For all other countries, packages are shipped with PostNL or APC.
What if i entered the wrong shipping address?
If you entered your shipping address incorrectly and your package has been returned to us, we will contact you to make the required changes to your address and collect payment for the additional shipping fees to resend the order. You will also have the option to receive a refund for the returned package (which may include deductions for restocking fees).
will i be charged duties and customs fees?
Orders within Canada and the US are not subject to duties or customs fees. However, some international orders may be subject to customs fees. Depending on your shipping address location, some of our products may be subject to duties or taxes. If required, you will be responsible for paying the duties and taxes upon delivery or at checkout.
Can i pay the duties and customs fees on checkout?
You can not pay the duties and customs fees on checkout. If applicable, payment of duties and taxes will be required upon delivery of your package. The carrier won’t be able to release your package until these duties and taxes are paid for. We do not cover the cost of its return if you refuse the delivery of your international package.
what happens if i refuse an international shipment?
If you refuse to accept the customs fees and/or taxes associated with your package and it is returned to us. We will be happy to offer you an online store credit once the parcel has been received by our shipping department. Please note this may take up to 4 weeks for the package to arrive back to us. Please note we will have to deduct shipping and other additional fees from your store credit.
All shipments outside of Canada may have additional charges, such as customs fees and/or taxes, for which you will be responsible for paying. Please note that Napolay has no control over these fees, and we cannot inform you of the amount as it varies depending on countries of entry, products and value of packages. Our team cannot make any refund for duties and taxes paid on delivery; these are the customer’s responsibility.
what is your return/refund policy?
We accept exchanges within 30 days of delivery. We will offer refunds for items that have not been opened or used. We maintain the right to inspect and verify items for returns.
The product must be returned at your expense in its original packaging, and with the original tags. The item must not have been worn, used or damaged. We reserve the right to refuse the exchange or return of an item that does not meet the above-mentioned criteria.
We DO NOT reimburse shipping or return shipping costs incurred by the customer.
To facilitate the return of an item purchased online, please contact us by email at info@napolay.com.
Include the reason for the return and the items you wish to exchange. Please also include your name and order number. We will then be able to evaluate your request and guide you through the return process.
Your return/exchange will be processed once your order is received at our warehouse. Please note that the initial shipping costs as well as the exchange costs will not be refunded.
You must provide an online tracking number for all and any returned items.
Have a question or concern? Contact us and our team members will be happy to help you.
