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 for such issues must be made directly by the customer to the appropriate carrier. Please contact your local postal service or customs office for further information.
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 we do not accept returns, exchanges, or refunds on any goods or full-priced items unless there is a manufacturer defect or you have received a faulty or incorrect item. This includes issues related to: size, colour and style.
Due to strict import/export regulations in Indonesia, we are unable to accept returned parcels. Please be advised that we cannot take responsibility for any items shipped back to us without prior approval and the necessary documentation.
We appreciate your understanding and recommend contacting our customer support team [email protected] before initiating any return.
All products are quality controlled from manufacture through to dispatch. If you receive a product with a manufacturing fault, we will gladly replace it or refund the full cost, provided it is returned within 10 days of receipt. Please note that wear and tear from normal use is not considered a manufacturing fault.
If you have received a faulty item, please contact us as soon as you receive your order. This will allow us to guide you through our returns process and help resolve the problem 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. If no defect is found, we will ship the product back to you.
