FAQ's
Orders
Q: How do I place an order on your website?
A: To place an order on our website, simply browse our collections and add items to your cart. When you're ready to check out, follow the prompts to enter your shipping and payment information. Once your order has been placed, you will receive a confirmation email.
Q: Can I cancel or modify my order after it has been placed?
A: We strive to process orders quickly, so we cannot guarantee that changes or cancellations can be made after an order has been placed. However, please contact us as soon as possible if you need to make a change or cancel your order, and we will do our best to accommodate your request.
Payment
Q: What payment methods do you accept?
A: We accept all major credit cards, including Visa, Mastercard, American Express, and Discover. We also accept payment through PayPal and Shopify Pay.
Q: Is it safe to enter my credit card information on your website?
A: Yes, it is safe to enter your credit card information on our website. We use industry-standard encryption technology to protect your personal and financial information. Your credit card details are processed securely through Shopify's payment gateway, which is certified Level 1 PCI DSS compliant.
Q: When will I be charged for my order?
A: Your credit card will be charged at the time of purchase. If you have selected a pre-order item, you will be charged at the time of purchase and the item will ship once it becomes available.
Q: Can I use multiple forms of payment for my order?
A: Unfortunately, we do not currently support split payments. You will need to use a single payment method for your entire order.
Q: Do you offer financing or payment plans?
A: We understand that some customers may want the flexibility of paying for their purchases over time. However, it's important to note that we do not offer this service directly. Instead, we partner with third-party providers who offer BNPL (buy now pay later) services to our customers. Our current partners are Klarna, Clearpay and Shop Pay.
Buy now pay later (BNPL) is a service offered by some third-party providers that allow customers to defer payment for their purchases. This means that instead of paying the full amount upfront, customers can make partial payments over a set period of time, usually with little to no interest.
When you choose to use a BNPL service, you will be required to sign up for an account with the third-party provider. You will then be able to select this option at checkout and will be provided with a payment schedule that outlines when payments are due and how much you will need to pay.
When using BNPL options. it's important to understand that we have no control over any 3rd party BNPL service providers and any agreement you have with the service provider is solely between you and the service provider.
Q: Can I change my payment method after I've placed my order?
A: Unfortunately, once an order has been placed, we cannot change the payment method used. If you have any concerns or issues with your payment, please contact us immediately and we will do our best to assist you.
Shipping
Q: How long will it take to receive my order?
A: Delivery times vary depending on your location and the shipping method you select at checkout. Most orders are processed within 1-2 business days, and standard shipping typically takes 3-5 business days within the United Kingdom. International shipping times may vary.
Q: Do you offer free shipping?
A: We offer free shipping on orders over a certain amount. Check our website for current promotions and offers.
Q: Do you offer international shipping?
A: Yes, we offer international shipping to select countries. Shipping rates and delivery times vary depending on your location. Please see our international shipping policy for more information.
Q: Will I be charged customs duties or taxes on my international order?
A: International customers are responsible for any customs duties or taxes imposed by their country's government. These fees are not included in the shipping cost and will be collected by the shipping carrier upon delivery. Please check with your local customs office for more information on these fees.
Q: How do I track my order?
A: Our standard shipping option is not a tracked however, we do have options available for tracked shipping should you wish. Please see our international shipping policy for more information.
Returns & Exchanges
Q: What is your return policy?
A: We accept returns within 14 days of purchase for items that are unworn, unwashed, and in their original condition. Please note that the refund value will be for the full amount of the item(s) excluding any shipping and packing costs.
Q: How do I start the returns process? Do I need to contact you or complete any forms?
A: We have a returns form that requires completing and shipped with your returns, If you did not receive a form with your order then please CLICK HERE TO DOWNLOAD. Please note that international customers must contact support@naberhooduk.com for guidance prior to returning any items and also be aware that there will be addition charges. Please see our returns and exchanges policy for more information.
Q: Do I need to return any free gifts received as part of my purchase?
A: Yes, in order to be eligible for a refund you must return the free gift unworn/unused, unwashed, and in their original condition.
Q: Are there any items exempt from returns?
A: Yes, unfortunately, we cannot accept returns on sale items, items on promotion or gift cards. If the item(s) have been washed unfortunately we will not be able to refund. Also due to hygiene reasons items such as socks, underwear and swimwear cannot be returned if removed from their original packaging.
Q: Who is responsible for the costs due to the return?
A: You are responsible for any payments due to return or exchange the product such as shipping. We suggest you return your product using your domestic postal service using a tracked and insured shipping method in order to ensure all parties have visibility of the goods being returned. NABERHOOD does not accept any liability for returned goods lost or damaged in transit.
Q: Can I exchange an item for a different size or colour?
A: Yes, we offer exchanges for different sizes or colours of the same item. Please see our returns and exchanges policy for more information.
Sizing & Care
Q: How do I know what size to order?
A: We provide a size chart for each item on our website. You can also refer to our sizing guide for general information on how to measure yourself for clothing. If you are still unsure, please contact us for assistance with sizing.
Q: How do I care for my clothing?
A: Each item on our website includes care instructions. We recommend following these instructions to ensure that your clothing lasts as long as possible.
Discounts & Promotions
Q: Do you offer discounts or promotions?
Yes, we offer periodic discounts and promotions. We encourage customers to sign up for our email newsletter or follow us on social media to stay informed about our latest offers but also importantly enhanced and special promotions for our loyal customers.
Q: Do you have a loyalty program?
A: Yes, we offer a loyalty program for our repeat customers. You can earn points for purchases, reviews, and referrals, which can be redeemed for discounts on future orders.
Miscellaneous
Q: What if an item is out of stock?
A: If an item is out of stock, you can sign up to receive an email notification when it becomes available again.
Q: Can I request a custom order or design?
A: We do not currently offer custom orders or designs, but we appreciate your interest and feedback. Please contact us if you have any suggestions or requests for future products.
Privacy and Data Collection
Q: What is your privacy policy?
A: Our privacy policy outlines how we collect, use, and protect your personal information. We take your privacy seriously and are committed to ensuring that your personal information is kept secure. You can read our privacy policy on our website.
Q: What personal information do you collect?
A: We collect the personal information you provide when you make a purchase, create an account, or sign up for our newsletter. This information may include your name, email address, shipping address, billing address, and payment information. We also collect information about your browsing behaviour and device through the use of cookies.
Q: What are cookies?
A: Cookies are small data files that are stored on your device when you browse the internet. They are used to remember your preferences and improve your browsing experience. We use cookies to analyse website traffic, personalize content and ads, and provide social media features.
Q: How do you use my personal information?
A: We use your personal information to process your orders, communicate with you about your orders, and provide you with relevant information about our products and services. We may also use your information to analyse website traffic and improve our website and marketing efforts.
Q: Do you share my personal information with third parties?
A: We may share your personal information with third-party service providers that help us operate our business, such as payment processors and shipping carriers. We also use Shopify's platform to store your personal information, which is subject to their privacy policy. We do not sell or rent your personal information to third parties for marketing purposes.
Q: Can I opt-out of data collection?
A: You can opt-out of cookies by adjusting your browser settings. However, please note that some website features may not function properly if you disable cookies. If you have any concerns about data collection or would like to request that your personal information to be deleted, please contact us.
We hope this FAQ's page has been helpful in answering your questions. If you have any further inquiries, please do not hesitate to contact us at support@naberhooduk.com.