FAQ's

Placing An Order

How do I purchase an item?
To purchase an item(s) please first click on the item picture you require from the category, then you can select your required size and click on the “add to bag” button. 

If you would like to order multiple items on one order, repeat the process with the other items you require and adding them to your shopping bag.

Once you have finished shopping and you have added what you would like to buy to your shopping bag, please click on the “Shopping Bag” link at the top of this site to checkout and review your order. 

If you are happy with your order:

1)  Click "Checkout" button.
2)  Enter your email address or login if you already have an account.
3)  Enter your delivery address.
4)  If you have a discount code enter it in the box and click "Apply" button.
5)  Click "Continue" button.
6)  Select your shipping method.
7)  Click "Complete order" button which will direct you to paypal to make payment.

I’m a new customer, how do I create an account?
Click on “My Account” link at the top of this site to create a new account.

How do I login to my account?
If you have already created an account you can login by clicking on the “My Account” link at the top of this site.

I’ve forgotten my password, what do I do?
If you have forgotten your password, you can send a password reset request on the “My Account” page.

How do I change my address or add a new one?
Click on ‘My Details’ after you log in then you will able to edit or delete current address as well as adding a new address.  Please note that we are unable to change your delivery address once an order has been
placed. When you want your orders to be delivered to new address, please make sure to change your address before placing an order.  

I’m unsure about which size to choose, how do I check?
Please see the size guide page.  If you still have specific questions about a fit of an item or measurement guidelines, please contact us.

I need to change something on my order, how do I do that?
If you need to change or cancel your order, please contact us immediately.  We generally process orders within 2-4 hours, and once our warehouse has processed your order, we will be unable to make any changes.  If your orders are already shipped, we are able to cancel and refund the orders when items are
returned. Please see our refund policy.

I just placed my order, can I add another item to it?
Unfortunately we cannot add new items to an existing order. Please place a new order for the item and contact us. We’ll be happy to combine shipping on this additional order if it was placed within 24 hours of the original order. 

Where is my order confirmation?
As soon as your order ships, you will receive an email confirmation to the email address you entered on your order.  If for some reason, you have not received it, please check your spam folder and add help@naomishu.com to your safe sender list.

You can also check your order status by signing into your account on our website.

Why was my order cancelled?
On rare occasions, if the item you have ordered suddenly became out of stock or is unavailable we shall contact you about the cancellation.  If you have ordered multiple items we shall still ship these out and remove the unavailable item from your order and provide you with a refund or an option to choose a different design.

How do I use my discount code?
Please see "How do I purchase an item" above.

Paying For Your Order

What payment methods do you accept?
We accept Visa/Delta/Electron, MasterCard/Eurocard, Maestro, American Express, Discover and your Paypal account funds.

Do I need a Paypal account to buy?
No. It’s ok if you don't have a PayPal account, you can still proceed to make payment with you card on paypal’s secure servers.  After being directed to paypal, you can select “Pay with a credit or debit card” and proceed with your order.

I can’t complete my purchase on Paypal, what should I do?
Make sure you have sufficient funds in both your PayPal and bank accounts. If you have confirmed that you have available funds, and you are still experiencing problems, please contact us.

How long will it take for my Paypal payment to clear?
PayPal payments usually clear immediately but if you pay via e-cheque payment can take 5-7 days to clear.  Only after we receive cleared payment do we then start processing your order for dispatch.

Delivery

When will my order ship?
We aim to dispatch orders within 24 hours of purchase.  Shipping times may vary due to availability of merchandise.  Orders are not shipped on the weekends or holidays.

What delivery options do you offer and how long does it take to arrive?
Please see our “Delivery & Returns” page for further details.

Will I have to pay international taxes and duties?
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. You should contact your customs office for specific amounts and percentages.

NaomiShu cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.
 
If you refuse a shipment from NaomiShu, you are responsible for the original shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to us. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.

How do I track my order?
Your tracking details and tracking website can be found in the email we sent to your inbox called "Shipping confirmation for order"
If you require any help with tracking please contact us.

I wasn’t at home when they tried to deliver, what do I do?
As our orders require a signature, if nobody is available when the postal service attempts delivery, they send the item to your local depot and leave a note with details on how to collect or arrange a re-delivery.  If you do not collect your package after a certain period of time it will be returned to us.  We can only re-send or refund when the return has been received.  Shipping charges will apply to re-send the order and shipping costs will not be refunded if a refund is required.

Returns

Can I return or exchange items that were purchased on sale?
Yes.

There is a problem with my order and I wish to return it, what do I do?
If you are not happy with your item(s), you can always return them for a refund within 30 days from the day you receive them.

For our full refund and exchange policy, please click here.

Contact Us

If your question has not been answered here please contact us

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