FAQ (Frequently Asked Questions)

HOW TO SHOP
How do I find a specific item?
We always want to make it as easy as possible to find your perfect pieces. There are two different ways you can find what you’re looking for.
1. Click through the main categories - e.g. designers, clothing - at the top of our home page. You can shop by category, e.g. dresses, trousers; occasion, what’s new or by your favourite designer.
2. If you know exactly what you’re looking for, type in the item number (if you know it) or the description into the search bar. For example, ‘little black dress’ or ‘tailored pencil skirt’.
How do I make a purchase?
Once you have found what you want, select your colour and size and click on the ‘add to shopping bag’ button. This item will then automatically be transferred into your basket. If you want to remove something, simply go to your basket and click on ‘remove’ next to the item picture. When you are finished shopping, click on ‘proceed to checkout’ to complete your order by logging into your account or creating an account.
Can I order by telephone?
It is not possible to place orders by phone, but we’re more than happy to assist you. Simply call our customer service team any time between Monday and Friday, 8am to 5pm GMT.
Where can I get style advice on how to combine different items?
You’ll find suggestions on ‘how to wear it’ on the product page right under the item picture, with direct links to matching products. If you want extra advice, inspiration and ideas, don’t forget to sign up to our newsletter and check out our online magazine.
Where can I shop complete outfits?
Currently we do not offer complete outfits, but our ‘how to wear it’ section on each item page will give you lots of ideas on how to style your chosen piece.
Is there a navabi walk-in store?
Currently we only sell our products on our website – which makes us all the more exclusive.
Where can I take a closer look at the fabric of a specific item?
With pieces this gorgeous, of course you will want to take a closer look. That’s why every product page has a ‘zoom’ link directly under the picture of the item. Clicking the link opens a pop up that displays the item images in high resolution, so you can study the texture and fabric of the garment, almost as if you had it in your hands.
How do I know if an item is in stock?
Lots of our items sell out quickly, but we will always work hard to ensure that everything on the site is in stock. If the item you want has sold out in your size, click on the ‘notify me’ button and we’ll let you know when it’s back in stock.
Something I like has sold out in my size. Do you restock items?
We will always do our best to get you the piece you want, even if it has sold out. If this happens, click on the ‘notify me’ button and we’ll let you know if we’re able to locate it. If you have any more queries, please contact our customer service team who will be able to assist you further.
Is there a minimum/maximum order value?
No, we want you to have everything your heart desires. That’s why navabi does not have a minimum or maximum order value. However, some special promotions or discount codes might require a minimum order value.
Which size should I choose?
Because we carry international designers, sizes can vary from country to country. To help you find the perfect fit every time, see our handy size guidelines. If you need any help or advice, or have any questions about our collections and sizes, don’t hesitate to drop our customer service team a line.
How can I see sizing information for my country?
Different countries have different sizes. For example, a UK 18 would be a US 14. Click here to see a guide on how sizing compares from country to country.
Are you going to have my size again?
If your size is out of stock, you can click on the ‘notify me’ link next to the item. You will then be notified by e-mail if your size becomes available.
Can I order items in various sizes and colours?
Of course. To order the same style in additional sizes and colours, simply go back to the product page, select the colour and size and add the item to your shopping bag by clicking on the ‘add to shopping bag’ button. The product will appear as an additional item in your shopping bag.
Do I need to set up an account to place an order?
If you’re new to navabi you need to register before placing an order. Registration is easy and makes shopping at navabi faster and much more convenient – leaving you more time to shop. Rest assured we appreciate your trust and guarantee the highest security measures when it comes to protecting your data. By registering you can choose to receive the newsletter and will then be the first to hear about the latest trends, new arrivals and exclusive offers, as well as being able to review your purchases.
I have forgotten my password, what should I do?
It happens to us all. If you forget your password, please click on the ‘forgotten your password?’ link and we’ll send you an email with easy instructions on how to reset your password.
How will I know if you have received my order?
After you complete your order we’ll send you an order confirmation via email detailing the items ordered. We’ll also notify you via email once your order has been dispatched. Then it’s just a case of waiting for your gorgeous new purchases to arrive.
Is it possible to cancel or amend my order after I’ve placed it?
Once you’ve ordered your item, we process it as swiftly as possible as we want you to receive it in the quickest time. However, we also understand that sometimes you can change your mind so if you let us know as soon as possible, we will cancel the order for you before it has been prepared for dispatch. Please contact our customer service team who will be able to assist you. Unfortunately it is not possible to amend your order, i.e. change sizes or add items, after you’ve placed it.
PAYMENT
What payment methods does navabi accept?
There are lots of ways you can pay for your pieces. You can find our payment methods here.
Can I choose the currency I pay in?
The currency will be set according to your location and displayed at checkout.
How do I redeem a gift voucher?
If you’ve been lucky enough to receive a navabi voucher (the perfect gift, after all), you can redeem it by going to your shopping bag, entering the voucher code shown on the voucher in the ‘voucher code’ box and clicking submit. The discount appears as a separate listing on your order summary and is applied to your order total.
Will I receive an invoice with my order?
Yes, you will receive an invoice via email and a delivery note with your order.
Do I have to pay VAT?
All our prices include VAT. For your convenience, VAT is declared separately on your invoice.
Do I have to pay duty and import charges?
We cover the cost of import duties on orders to all countries except Switzerland, Canada and Norway - the price you see is the price you pay. For customers from Switzerland, Canada and Norway, import taxes and customs charges are not included in the prices you see online. You may have to pay import duties upon receipt of your order or at a later date depending on your customs authority. Click here for more details.
Is it safe to use my credit card online at navabi?
We take security very seriously and our payment process uses the most advanced coding methods. Any sensitive data is transmitted via a safe SSL connection (Secure Socket Layer), the industry standard that is also used for online banking.
Is my personal information kept private?
We value your trust and your security is important to us. So we always take great care in protecting your data. All personal data and order details are protected via digital security systems at the highest security standards. Any sensitive data is transmitted via a safe SSL connection (Secure Socket Layer), the industry standard that is also used for online banking.
Will my data be shared with third parties?
Please be assured that we will never share your personal information with a third party, unless necessary for the completion of your order, according to legal data protection regulations that you can read here.
We use your personal data for contract fulfilment and for customer care purposes and may transfer personal data to third parties only if necessary for the completion of an order. This may include the transport company commissioned to deliver your package or the service company commissioned with credit assessment.
Why has my payment failed?
There are many reasons payment errors can occur and a number of steps you can take to resolve potential issues. Please review your personal and credit card information to verify that everything has been entered correctly. You could also try a different credit card or payment method. If problems persist, please contact your bank, as it is possible that your account lacks sufficient funds or has been flagged for security reasons. For any other issues or questions please contact our customer service representatives.
SHIPPING
How long does delivery take, and how much will it cost?
Please find information on our shipping costs and times here.
Can the delivery address be different from the billing address?
We always try to make shopping easy, fun and hassle free for our customers, and above all safe. Feel free to inform us of any amendments to your desired delivery address. Please understand that we process all orders as promptly as possible and in some cases sending your order to the address you selected when you placed your order cannot be avoided.
Do you ship to multiple addresses?
We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.
Which countries does navabi ship to?
We are all about global style. So whether you live in New York or Newcastle; Paris or Berlin, we will do our best to deliver to you. To find a list of countries we currently deliver to, click here.
Can I shop at navabi and receive my order on weekends?
Our web shop is open 24 hours, seven days a week. Orders can be placed anytime online. Orders are usually dispatched Monday through Friday, excluding German public holidays.
What packaging will my goods be delivered in?
We pack all items in a box or bag with great care to ensure that you receive your order in perfect condition. Should the parcel be damaged in transit, please notify your courier immediately and contact our customer service team.
Why is the delivery time longer for some products?
Some brands are exclusively made to order and therefore have a longer delivery time than others.
How can I track my order status?
We know that once you order something you want to enjoy it as soon as possible. That’s why we’ll keep you informed every step of the way. DHL Express will notify you via email once your order has been dispatched and will send you a link where you can track you order.
RETURNS AND EXCHANGES
How do I return or exchange an item?
You have 28 days to return items to us. However you first need to inform us that you plan to return something and you must do this within 14 days of receiving your order. Please find additional information on returns here.
Can I return items for any reason?
At navabi, we want you to be completely happy with everything you buy. If you aren’t 100 per cent completely satisfied with your order (perhaps the fit isn’t right, you don’t think it suits you or isn’t what you envisaged) you have 28 days to return items to us. However you first need to inform us that you plan to return something and you must do this within 14 days of receiving your order. Please find additional information on returns here.
No quibbles. If you want help finding something else, why not give our customer service team a call?
Do I have to give reasons for my returns?
You don’t have to, but it helps us if you note the reason for your return on your delivery note. Your feedback is extremely valuable to us, as we aim to constantly improve our service and product range.
What is the timeframe for returning an item?
If you are not completely satisfied with your order, You have 28 days to return items to us. However you first need to inform us that you plan to return something and you must do this within 14 days of receiving your order. Please find additional information on returns here.
Do I have to return the items in the original packaging?
You don’t need to use the original packaging, but please ensure the packaging you use is solid enough not to be damaged in transit. Please enclose the delivery note so that we can identify and process your return swiftly and provide a quick refund. Returned items must be in mint condition with all labels attached.
Where do I send my returns? Are all returns free of charge?
We offer free returns for many countries, please visit our returns page for more information on your specific country.

Please send returns to:

navabi GmbH
Rotter Bruch 17
52068 Aachen
Germany
Can I exchange items?
If you would like to exchange your returned item for the same style in a different colour or size, we kindly ask you to place a new order.
How and when will my money be refunded if I return an item?
As soon as we receive the returned items, we notify you via email. We aim to refund your money within three to five business days, to the original payment method used. We will also send you a separate email once the refund has been issued.
My order was cancelled. When will I receive my refund?
As soon as we receive the cancellation, we notify you via email. We aim to refund your money within three to five business days, to the original payment method used. You will receive a separate email once the refund has been issued.
Will custom duties or VAT be refunded on a return?
We cannot refund custom duties, but we do refund VAT on your return.
OTHER
How do I contact customer care?
We love hearing from you. Please use the contact form on our website or directly call our customer service team if you have any queries.
How can I stay up-to-date? Do you have a newsletter?
We do. Signing up to our newsletter means you will stay up-to-date on all things navabi and never miss out on new arrivals, trend stories and exclusive offers. Simply sign up for our newsletter here and receive updates directly to your inbox.
How can I cancel my newsletter subscription?
You’ll find a link to cancel your subscription in every newsletter.
Do I get a discount if I spend a certain sum?
We do not offer quantity discounts, but we do offer free shipping and free returns on all orders throughout Great Britain, Germany and France. Find more information on our ship-ping policies here.
What if the item price is reduced after I’ve placed an order?
If the item you buy is reduced in price within two weeks of your purchase, we will refund you the difference – just contact our customer service team and they can help you.
Does navabi sell gift cards?
Gift cards of various amounts are available for your online purchase. Your gift card will be nicely packaged and sent by post. Please note that they are not redeemable for cash. To purchase a gift card please click here.
Do gift cards expire?
Yes, our gift cards do expire at the end of the third year. E.g. if you receive a gift card in 2015 it will expire on 31.12.2018.
Where can I find care instructions for your products?
We will happily help advise you on the care instructions for the items you are interested in, please contact our customer service team.
What about the warranty on my items?
In the unlikely case that you encounter an issue with the item(s) you have purchased with us, you can contact our customer service representatives who will be happy to assist you.
What are the ideal screen and browser settings to display your site?
The ideal display set up is 1024 x 768 pixels. To be able to view all our shop’s functions correctly, please use Internet Explorer in version 6.0 or higher, Mozilla Firefox or Google Chrome.
Do I need to install Flash Player to display your site correctly?
To help you make the most of our fashion content, videos and beautiful collections, you will need Flash Player to be installed on your computer in order to display them correctly. If you have not installed Flash Player on your computer yet, you can find a download here.
Do I have to enable JavaScript to view your site correctly?
Yes. Please make sure you enable JavaScript in your browser. If you are using Internet Explorer click tools - internet options – security - custom level - scripting of Java applets – enable - ok.
Can’t find an answer here?
If you couldn’t find the answer to your question, please do not hesitate to contact our customer service team via our contact form, by phone or e-mail and we will get back to you straight away.
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Last update:24.05.2015 Copyright © 2008-2015 navabi. All rights reserved. Service +49 241 900533723