FAQ

Naine.cz
Pre-order?

 

  • What is pre-order?

Do you have a good feeling for great clothes from our offer and there is written “Pre-order”

with it? Don't worry about it. You can’t miss it out. It means at this point the product does not stock in our warehouse but it is ordered from the manufacturer and we are just waiting for it to arrive to us.

 

  • What does it mean when I make a pre-order?

It often happens that there is huge interest in new goods and it sells out immediately. At that moment sight “Pre-order" appear on our websites next to the product. If you do “pre order” imagine that you have joined a line of customers waiting for the same product as you do. The great thing is that no one can overtake you.

 

  •  Why should I have a pre-order?

For popular products, it is not uncommon for even after the first or second wave of stocking from Manufacturer, the goods are immediately gone. So if you wait until the goods are "in stock", it is quite possible that you will wait a really long time. So it is good to pre-order to get into a fictitious line. As sooner as you make a pre-order as sooner as it will come to you in line and your dream product will appear at your home.

 

  • What happens when I order goods in the pre-order at the same time like goods which are in stock?

We understand that you are looking forward to have your new goods with you and therefore we are not waiting for the order to be completely ready for shipment. We want you to have the goods at home as soon as possible so if we do not have part of your order in stock, we just split it. We immediately send the stock goods to your address and we record the goods in the system in the “pre-order” until it is in stock. After stocking, we send packages from the oldest orders to the newest ones. Postage for the second package is paid on us :-).

 

  • How can I pay for a pre-order?

You can pay in all ways - cash on delivery, bank transfer or by online card.

 

  • When will I receive the pre-ordered goods?

If we know the exact date of stocking, we always state it in the product description.

If the term is not written in the product description, we probably do not know it. However, we may know the term theoretical. Even in this case, we prefer not to state the date of storage anywhere, in order to avoid possible misunderstandings. If you are really looking forward (which we completely understand), you can write to us at any time via the contact form or by e-mail: info@naine.cz.

We are always happy for all your messages, whatever their type.

 

When do I receive my package?​

 

We are shipping orders the following working day so you will get it within 2-4 days. You will receive the exact delivery time from your chosen carrier.

 

How do I know when do I get the package?​

    

  • DPD

As soon as we give your order to the carrier, you will receive the notification from us. A day before delivery you will find credentials to their application in the e-mail where you can change a time frame and destination as well as check on the map location of the driver or how many deliveries they have yet before they reach you.

Instead of customer service, DPD uses their chatbot which can be tried here - https://bot.dpd.cz.

 

  •        COLISSIMO

The actual status of your order can be checked online as well as in their mobile app which you can download for free here.

 Their French or English customer support is available Monday to Friday 08:00 - 19:00 on 0033810821821.

 

  • HERMES 

Immediately after passing the order to Hermes, you will receive the confirmational e-mail with the tracking number. Once you enter your 16 digit number into the “track” column you will see the exact location of your delivery. In case you like having everything in one place, you can download their mobile app.

Their customer support is replaced by CHATBOT Holly, which can be reached here.

 

  • CARGUS

Once we pass the delivery to the carrier, you will receive their tracking number, which can be used to locate the current position of your delivery.

 

  • SPEEDY

Even this carrier has an online tracker. If you wish to contact their customer service, do not hesitate to contact them via e-mail or via call on +420 257083848.

 

If it does not suit me, can I return it?​

 

Sure, no issue at all! We understand how hard it is to guess your size online, so we have 100 days for you to try everything out. To process the return, just fill our return form, attach the invoice and send a properly packed package to:

Naine
Karásek 2262/1i 
62100 Brno
Czech republic 

 

We will refund you the money as soon as we can, though not later than 14 days after we receive the package. 

Please have in mind all the products must not be worn nor damaged in any way and have to be in the original packages and with all the tags. In case any of the return rules would not be followed, we are forced to correct the damages. All the costs of such correction would be covered by deduction from the refundable amount.

 

My order has been returned, when will I get the money?​

 

As soon as we receive the package, we will send you the informational email together with the refund. Money should be received no later than 14 days from receiving the products.
 

How does reclamation works?​

 

Once we receive your reclamation, you will get the confirmational e-mail. Package is immediately sent to the producer and as soon as we receive their opinion you will be further informed. 

Unfortunately, we cannot influence the speed of the reclamation process in any way and we always have to wait for their answer or repair. Thus please be patient, by the law we have 30 calendar days for resolving. 

More information can be found here.