na-iv is a Bali based business with all products designed and manufactured in Bali, Indonesia. All orders are dispatched from our local Head Office and currently take between 5-10 working days to reach you.
PLEASE NOTE: Delivery times are estimates, and we are not responsible for any shipping delays due to holidays, general shipping delays, or payment authorization issues. na-iv is not responsible for lost or stolen shipments. Claims or queries for such issues must be made directly by the customer to the appropriate carrier.
DHL is our preferred international shipping agency, ensuring all items are fully traceable once shipped. Orders are dispatched within 48 hours, excluding weekends and holidays, and shipping usually takes between 5 to 10 working days.
For some countries, we may not be able to ship to holding services, virtual addresses or PO Boxes. Please note that we are unable to ship products to PO Boxes in Australia or the UK. If you have any questions, please do not hesitate to contact us at [email protected].
Please ensure that your shipping address, email, and phone number provided for your order, are correct.
Regarding customs and duty fees, these are not included in our pricing and are the customer’s responsibility. We’re unable to determine specific duty fees for each country, please contact your local customs office for any questions. Please note that we do not refund shipping costs for packages rejected upon arrival due to unpaid duty fees.
Please note that due to strict import/export regulations in Indonesia, we are unable to accept returns, exchanges, or refunds on any goods unless there is a manufacturing fault, or you have received an incorrect item. This includes issues related to: size, colour and style.
The last quality inspection we always do before shipping to ensure that you will get your goods in perfect condition.
We appreciate your understanding and recommend contacting our customer support team at [email protected] if there are any issues with the item(s) received.
All products are quality controlled from manufacturing through to dispatch. Nonetheless – it is possible that there is the one that got away..
So if you have received a faulty item, please contact us immediately at [email protected] . This will allow us to process and resolve the matter efficiently. To assist with a preliminary assessment, please provide our team with images of the damage, defect, or fault. If a manufacturing fault is confirmed, we will replace the product or issue a refund to your original payment method as per your preference.
