Down Jacket

Our customer service is available by email and telephone:

🕐 Monday to Friday: 9:00 – 20:00

🕐 Saturday and Sunday: 10:00 – 15:00

📧 Email: assistancehana@gmail.com

📱 Phone / WhatsApp: +33 756754306

We are here to help you with your orders, deliveries or returns.

You have up to 14 days to change your mind.

Don't like the item or the size you ordered isn't right? Return the item free of charge within 14 days and, if you wish, reorder it in your preferred size or color.

RETURNS are FREE only if made via our couriers.

Attention

- To make the return, we remind you to apply the return label on the original shipping label, to ensure proper management of the process.

- Damaged, soiled, washed, or previously used items cannot be returned. In the event of abusive behavior, Naima will not refund returned items. Naima also reserves the right to refuse a new order following abusive behavior.

- Sofa fabric samples cannot be returned.

- If you wish to replace an item, you will need to purchase a new order.

- The customer has only one free return label per package. If you wish to return multiple items in the same package, please return them at the same time to benefit from the free return service. Otherwise, the shipping costs for returning other items in the same package will be borne by the customer.

Defective or non-compliant items

A defective or non-compliant item must be returned complete, intact, in its original packaging (on which the sales code is indicated) within 10 days of the delivery date.
If any non-conformity is visible when opening the package, do not proceed with assembly of the product.
Please report any anomalies to assistancehana@gmail.com within 48 hours of delivery, specifying the order number and attaching photos of the defective item.

If the defect or non-conformity is confirmed, the costs incurred for the return will also be reimbursed.

Check receipt of returns

You can track your returns in your account by clicking on your profile and verify that they have been received and correctly recorded.
The return registration date corresponds to the date the goods are received in our warehouses and not to their delivery to the carrier for return.

Refund

A refund will be issued for returns or cancellations of prepaid and unshipped items.

• If the initial payment for the goods was made by credit, debit or prepaid card,
• In case payment is made via Paypal,
• If the initial payment for the goods was made via Klarna,
• If the initial payment for the goods was made via digital wallets (Apple Pay/Google Pay),

IMPORTANT

Shipping costs will not be refunded for returns or orders refused upon delivery, except in cases where the item received is not as ordered or has defects or damage. In these specific situations, we will cover the return shipping costs to ensure a solution at no additional cost. However, it is necessary to report any anomalies in advance to the following email address assistancehana@gmail.com

📦 How long will it take to receive my order?

We ship all orders within 24 business hours. Delivery is made by postal service within 4 business days of dispatch.

You will receive a confirmation email with a tracking link as soon as the package has been handed over to the carrier.

⚠️ Delivery times may vary slightly due to public holidays or exceptional circumstances.