• What is pre-order?

Do you like a particular piece of cloth from our store, but there is a “pre-order” sign? Don't you worry. It only means we don't have it on stock and it will be available once we get it from the manufacturer. Sometimes you can see a date stated within the product card, that tells you when the goods will be available.


  • 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 a sign “Pre-order" appears on our websites next to the product. If you do “pre-order” it is like 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 make a pre-order?

For popular products, it is not uncommon that even after the first or second wave of stocking from the manufacturer, the goods are sold very quickly. So if you wait until the goods are “in stock”, it is quite possible that you will wait for a while. By pre-ordering you get into this fictitious line and as soon as we have the product we will send it directly to you.


  • What happens if I make an order containing both “pre-order” and “in stock” goods?​

We understand that you are excited about having your new fancy clothes as soon as possible, therefore we do not wait for when everything is in stock. We simply split the shipment - first we send all products we do have in stock. Once we receive the rest, we immediately send it to you. We send packages from oldest order to the newest. And of course, postage for the second package is paid on us!


  • How can I pay for a pre-order?

You can pay with traditional ways - online card payment or bank transfer


  • 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 stated in the product description, we probably do not know it. In some cases we are able to make rough estimation, but we prefer not to state the date anywhere, in order to avoid possible misunderstandings. If you really look forward for new goods (which is completely understandable), you can always drop us a message via email info@naine.cz


When do I receive my package?​


We are shipping orders the following working day so you will get it within 2-4 days. You also 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.



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.



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.



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 you have 30 days to try everything out. To process the return, just fill our return form, attach the invoice and send a properly packed package to:

CzechSoul s.r.o.
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 statement 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.