RETURNS AND COMPLAINTS

When addressing the parcel, remember to send it to the appropriate department. On the parcel, enter: NAOKO – Complaints or NAOKO – Returns. The address differs depending on the department.

We do not make exchanges according to the previous procedure. If you want to exchange a purchased product, please make a return following the instructions below and place a new order. This shortens the time needed to receive the new product.

RETURNS

Pursuant to Art. 27 of the Act of 30 May 2014 on Consumer Rights, the consumer has the right to withdraw from the contract within 14 days from receiving the item. To keep the deadline, it is enough to send the statement before the 14 days expire.

If you want to make a return:

1. Pack the item securely.
2. Add the order number — write it clearly on the parcel or place a note inside.
   Attention: We can refund only returns that can be identified.
3. Send the parcel to:
   
   InPost Fulfillment DC2
   Wola Bykowska 31
   97-306 Wola Bykowska
   Poland

Note: Please provide the full address.

Additional information

• Returns from the online store are not processed in stationary boutiques.
• The customer sends the returned product at their own expense.
• Funds are refunded within 14 days from receiving and processing the return.
• An electronic receipt does not need to be printed.
• The returned goods must be unused and have all original labels attached.

Please remember to save the confirmation of postage.

COMPLAINTS

1. Fill in the online form — include a detailed description of the defect.
2. Include your order number with your shipment.
3. Send the parcel to:
   
   NAOKO COMPLAINTS
   Ul. Łąkowa 11
   90-562 Łódź, Poland

• The customer sends the advertised product at their own expense.
• Complaints from the online store are not processed in stationary boutiques.
• The complaint decision is made within 14–21 days from receiving confirmation of the complaint.
• The advertised product should not be used or washed.

ONLINE COMPLAINT FORM