Rang-e-Haya Elena (Ivory)

🚚 Shipping & Customs Policy

At Naye Kapray, we aim to provide a seamless and secure delivery experience for our customers worldwide.

1. Shipping Charges

How are shipping charges calculated?

Shipping charges cover the cost of secure packaging and prompt delivery. These charges vary based on the destination of your order and the total weight of the package.

Where can I see the shipping cost?

The exact shipping fee will be automatically calculated and displayed on the Checkout Page before you complete your purchase.

2. Delivery Timelines

Processing Time: All orders undergo a quality check and take 3-5 working days to process before dispatch.

Shipping Time: Once dispatched, delivery times depend on your location and the courier service (e.g., DHL, FedEx, or local UK couriers). You will receive a tracking number as soon as your order is on its way.

3. Customs & Import Duties

What is the customs policy?

Naye Kapray does not charge or collect any customs duties or import taxes in advance. Customs fees are determined by the destination country's government based on their local rules and regulations.

Who is responsible for paying customs charges?

According to international trade laws, the customer (recipient) is responsible for paying any customs duties, VAT, or local taxes required to release the parcel from customs.

How much will I have to pay for customs?

The exact amount cannot be confirmed by us in advance, as every country has its own unique customs laws. The charges are usually based on the value and type of goods.

4. Important Shipping Notes

Accurate Information: Please ensure your shipping address and contact number are correct. We are not responsible for delivery failures due to incorrect information provided by the customer.

Notification: While we try to provide estimates, you will be notified by the courier service if any customs duty is due upon the arrival of your parcel in your country.

Refusal of Delivery: If a customer refuses to pay customs duties and the parcel is returned to us, the original shipping charges and any return fees will be deducted from the refund.

Refund & Return Policy

At Naye Kapray, we want you to love what you wear. If something isn’t quite right, we are here to help you sort it out quickly and fairly. Please take a moment to read through our policy.

1. How to Start a Request

If you have an issue with your order, please reach out to us within 7 days of delivery:

• WhatsApp: +44 7777 673 222
• Email: info@nayekapray.com
• What we need: Your Order Number, a quick photo of the issue, and your original receipt.

2. When Can You Request a Refund?

We offer refunds or compensations in the following cases:

• Incorrect or Damaged Items: If we sent the wrong size, color, or a product with a defect.
• Missing Pieces: If your outfit is missing essential laces or patches (please report this within 24 hours of delivery).
• Cancellations: If you change your mind, you can cancel your order within 12 hours of placing it.
• Non-Delivery: If your tracking says "delivered" but you haven't received it (report within 24 hours).

3. Return Rules & Summary

To keep things simple, here is how we handle returns:

• 7-Day Return Window: You must notify us and ship the item back within 7 days of receiving your order.
• Return Shipping: The cost of returning the item is covered by the customer. We suggest using a tracked service to ensure it reaches us safely.
• No Hidden Fees: We do not charge any restocking fees. You get back the full price of the product.
• Condition: Items must be unworn, unwashed, and have all original tags attached.

4. Non-Returnable (Final Sale) Items

To maintain quality standards, certain items cannot be returned:

• Stitched & Customized Outfits: Anything tailored to a specific size or altered is final sale.
• Sale Items: Products bought during a Clearance or Final Sale are non-refundable.
• Washed/Used Items: We cannot accept returns for clothes that have been washed, dry-cleaned, or worn.

5. Refund Process & Timelines

• Original Payment: We will send your refund back to the same card or account you used to pay.
• Store Credit: If you prefer, we can issue a Store Voucher immediately for your next purchase.
• Processing Time: Once we approve your refund (or receive your return), it usually takes 3-5 business days to show up in your account, depending on your bank.

6. A Note for Our International Customers

For our customers in the UK and worldwide, we know shipping items back can be a hassle. In cases of minor defects or missing accessories, we may offer partial compensation or a discount voucher so you can keep the outfit without the stress of an international return.