nayteef — Frequently Asked Questions
Find answers to some of our most frequently asked questions about orders, delivery, returns and exchanges.
If you cannot find the answer you’re looking for, please contact us at info@nayteef.com.
ORDERS
Can I amend or cancel my order after it has been placed?
We process orders as quickly as possible, so we may not be able to amend or cancel an order once it has been placed.
If you need to make a change, please contact us as soon as possible at info@nayteef.com with your order number.
We will do our best to accommodate your request if your order has not yet been processed or dispatched.
Please double-check your delivery address, product selection and other order details before completing checkout.
Your statutory cancellation rights are not affected by this policy.
I haven’t received an order confirmation email. Has my order gone through?
If you haven’t received an order confirmation email, please check your junk or spam folder.
If you still cannot find it, contact us at info@nayteef.com with as much of the following information as possible:
- Your name
- Email address used to place the order
- Delivery address
- Approximate date and time the order was placed
- Any payment reference or transaction information available to you
We will check your order and confirm whether it was successfully placed.
I’ve received the wrong item. What should I do?
We’re sorry if you’ve received an incorrect item.
Please contact us at info@nayteef.com as soon as possible, ideally within 48 hours of receiving your order, with:
- Your order number
- The item you ordered
- A clear photograph of the item you received
- A photograph of the packaging or dispatch information, where available
We’ll investigate the issue and arrange an appropriate solution.
An item is missing from my order. What should I do?
If an item appears to be missing from your order, please contact us at info@nayteef.com as soon as possible, ideally within 48 hours of receiving your parcel.
Please provide:
- Your order number
- The item that is missing
- A photograph of the packaging and any dispatch information, where available
We’ll investigate and help resolve the issue.
My Fìlà is faulty or damaged. What should I do?
Our Fìlà are handmade and are checked before dispatch.
However, if you believe your product is faulty or arrived damaged, please contact us at info@nayteef.com as soon as possible.
Please provide:
- Your order number
- A clear description of the problem
- Clear photographs showing the issue
- Photographs of the packaging where relevant
Please don’t dispose of or alter the product before we’ve had an opportunity to investigate the issue.
Your statutory consumer rights are not affected by this process.
My tracking says my order has been delivered, but I haven’t received it. What should I do?
First, please check:
- Around your property
- With other members of your household
- With neighbours
- Any safe place you may have specified
- Your delivery provider’s tracking information
If you still cannot locate your parcel, please contact us at info@nayteef.com with your order number as soon as possible.
We’ll help you investigate the delivery with the relevant courier.
What should I do if I’ve been charged the wrong amount?
If the amount charged doesn’t appear to be correct, please contact us at info@nayteef.com with:
- Your name
- Your order number
- The amount you expected to pay
- The amount you were actually charged
We’ll investigate the payment and explain what happened.
DELIVERY
Where does nayteef deliver?
We offer worldwide delivery.
We aim to make our Fìlà available to customers around the world. Delivery availability and costs will be calculated and displayed at checkout based on your delivery address.
How much does delivery cost?
We offer free delivery on orders over £40.
For orders below the free-delivery threshold, the applicable delivery cost will be displayed at checkout.
International delivery costs may vary depending on the destination and service selected.
How long does delivery take?
UK Delivery
UK orders are sent using Royal Mail.
Estimated delivery time:
1–2 business days.
International Delivery
International orders are sent using FedEx.
Estimated delivery time:
5–7 business days.
These are estimated delivery times and are not guaranteed delivery dates. Occasionally, delays may occur due to circumstances outside our control, including courier delays, customs processing and other unforeseen circumstances.
When will my order be dispatched?
We aim to process and dispatch orders as quickly as possible.
Once your order has been dispatched, you’ll receive a dispatch confirmation email containing your tracking information where tracking is available.
Orders placed around weekends or public holidays may take slightly longer to process.
Can I track my order?
Yes.
Once your order has been dispatched, you’ll receive tracking information where the selected delivery service provides tracking.
You can use the tracking information to follow your parcel’s progress.
My tracking hasn’t updated. What should I do?
Tracking information can sometimes take some time to update after your parcel has been collected or scanned by the courier.
If your tracking information hasn’t updated or appears incorrect, please contact us at info@nayteef.com with your order number and tracking number.
We’ll do our best to investigate the situation.
Do you ship internationally?
Yes.
nayteef offers worldwide delivery.
International delivery costs and available delivery services will be displayed at checkout based on your delivery address.
Why have I been charged customs or import fees?
International delivery charges do not necessarily include customs duties, import taxes or other charges imposed by the destination country.
Any applicable customs duties, import taxes, VAT or other charges are the responsibility of the customer unless otherwise stated at checkout.
Customs rules vary between countries, so we recommend checking your country’s import requirements before placing an international order.
nayteef cannot control or predict the charges imposed by your local customs authority.
What happens if I refuse to pay customs charges?
If you refuse to pay applicable customs or import charges and your parcel is returned to nayteef, we will assess the circumstances before processing any refund.
Any refund will be handled in accordance with our Returns & Refunds Policy and applicable consumer law.
Where permitted by law, we may deduct reasonable costs incurred as a result of the refused delivery or return.
RETURNS & EXCHANGES
How do I return an item?
If you wish to return an item, please contact us at:
within the applicable return period.
For an eligible online change-of-mind cancellation, you are responsible for the direct return postage cost only if we informed you of this before purchase. If an item is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, please contact us before returning it so we can provide instructions and cover reasonable return costs where required by law.
For a statutory cancellation, you may inspect the Fìlà as you would in a shop. If handling it beyond what is necessary to assess it reduces its value, we may make a deduction where the law allows. For any voluntary exchange or return offered beyond statutory rights, please return the Fìlà in the same condition you received it.
We recommend using a tracked delivery service and keeping your proof of postage until your return has been processed.
What is your returns policy?
For online purchases where statutory cancellation rights apply, including sale items, you may cancel within 14 days of receiving your goods without giving a reason. You will generally then have a further 14 days to return them.
Sale pricing does not remove these rights. For a change-of-mind cancellation, you are responsible for the direct return postage cost where we informed you of this before purchase.
You may inspect an item as you would in a shop. If handling it beyond what is necessary to assess it reduces its value, we may make a deduction where the law allows.
After statutory cancellation rights have ended, we do not offer additional change-of-mind returns or exchanges on sale items. Faulty, damaged, incorrectly supplied or misdescribed items are handled in line with your statutory consumer rights.
For any voluntary return or exchange offered beyond statutory rights, returned products should be:
- Unworn
- Unused
- In their original condition
- Free from damage, stains, odours or signs of use
- Returned with original packaging where reasonably possible
Our full Returns & Refunds Policy provides further information.
Your statutory consumer rights are not affected by our returns policy.
Do you offer exchanges?
Yes.
We offer exchanges where the request is made within 7 days of receiving your order, subject to product availability.
Please contact info@nayteef.com within 7 days of receiving your order and tell us:
- Your order number
- The item you wish to exchange
- The replacement item you would like
The replacement product must be available and the returned item must meet the applicable return conditions.
Our exchange policy does not restrict any statutory cancellation rights you may have.
How much does it cost to return an item?
For an eligible online change-of-mind cancellation, you pay the direct return postage cost only if we informed you of this before purchase. For faulty, damaged, incorrectly supplied or otherwise nonconforming goods, contact us first; we will cover reasonable return costs where required by law.
If an item is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, please contact us before returning it so we can provide appropriate instructions.
Do I need to include anything with my return?
Yes.
Please include your order number and name with your return so that we can identify it and process it efficiently.
If possible, also include a brief explanation of whether you’re requesting a refund or exchange.
How long does it take to process a return?
We aim to process returns as quickly as possible after they arrive.
Processing times may vary depending on the volume of returns we are handling.
Once your return has been processed, we’ll confirm the outcome by email.
How long does a refund take?
Once your refund has been authorised and processed, the time it takes for the funds to appear in your account can vary depending on your bank or payment provider.
If you have not received your refund after the expected processing period, please contact us at info@nayteef.com with your order number.
HANDMADE FÌLÀ
Why might my Fìlà look slightly different from the photograph?
Every nayteef Fìlà is handmade.
Because of the nature of handmade production, there may be minor differences between individual pieces, including variations in:
- Colour
- Pattern placement
- Texture
- Stitching
- Shape
- Finish
- Measurements
These small differences are part of what makes each handmade Fìlà unique.
However, if you believe the item you received is materially different from the product description or is defective, please contact us.
Will the colour look exactly like it does on my screen?
We make every reasonable effort to photograph and display our products accurately.
However, colours can appear slightly different depending on your screen, device settings, lighting and photography conditions.
Minor differences in colour do not necessarily mean that the product is defective.
Are all Fìlà exactly the same size?
Because our Fìlà are handmade, minor sizing and measurement variations may occur.
The measurements provided on the relevant product page should be used as the primary guide when selecting a product.
If you have questions about sizing before placing an order, please contact us and we’ll be happy to help where possible.
CUSTOMER REVIEWS & SOCIAL MEDIA
Can I leave a review?
Yes.
We welcome genuine feedback from our customers.
Your review should reflect your genuine experience with the product and service.
We may moderate or remove content that is offensive, unlawful, misleading, spam or unrelated to the product.
Can nayteef share my photograph?
If you choose to send us a photograph or give us permission to use your content, we may feature it on our website or social media channels in accordance with the permission you’ve provided.
We will not assume permission simply because you have posted a photograph publicly.
If we contact you asking for permission to repost your photograph, you can choose whether or not to give us permission.
Does nayteef work with influencers and creators?
We may work with influencers, creators and other partners in the future.
Any creator, affiliate or promotional programme will have its own terms when launched.
CONTACT
How can I contact nayteef?
We’re happy to help with questions about your order, our products, delivery or returns.
Email: info@nayteef.com
Telephone: 07984 869228
nayteef
140 Owls Road
Verwood
BH31 6HL
United Kingdom
Website: nayteef.com