Frequently Asked Questions

Orders & Payment

How do I place an order?

Browse our shop, select your size and add items to your cart. Once you're ready, proceed to checkout — you can order as a guest or log in to your account for faster checkout and order tracking.

What payment methods do you accept?

We accept major credit and debit cards (Visa, Mastercard), PayPal, Apple Pay, and Google Pay. All available payment methods are shown at checkout. For more details, visit our Payment Methods page.

Can I change or cancel my order after placing it?

We process orders quickly, so changes are only possible within a very short window after placing the order. Please contact us immediately at hello@naoko-store.pl and we'll do our best to help.

Will I receive an order confirmation?

Yes — as soon as you place your order, you'll receive a confirmation email with your order summary. Please check your spam folder if it doesn't arrive within a few minutes.

Can I use a discount code?

Yes! Enter your discount code in the "Discount code" field at checkout. Only one code can be applied per order and it cannot be combined with other promotions unless stated otherwise.

Delivery & Shipping

Which countries do you ship to?

We ship internationally. For the full list of available countries and shipping rates, please visit our Delivery page.

How long does delivery take?

Delivery times depend on your location and chosen shipping method. You'll see estimated delivery dates at checkout. Orders are usually dispatched within 1–3 business days.

How can I track my order?

Once your order has been shipped, you'll receive a shipping confirmation email with a tracking number and a link to track your parcel.

My parcel hasn't arrived — what should I do?

If your delivery is overdue, first check the tracking link from your shipping confirmation. If the parcel appears to be stuck or lost, please contact us at hello@naoko-store.pl with your order number.

Returns & Complaints

Can I return an item?

Yes — you have 14 days from the date of delivery to return items that are unworn, unwashed, and in their original condition with tags attached. For full details, please visit our Returns & Complaints page.

How do I start a return?

When will I receive my refund?

Once we receive and inspect your return, we'll process the refund within 14 days. The money will be returned to your original payment method.

What if I received a damaged or incorrect item?

We're sorry! Please contact us at hello@naoko-store.pl within 14 days of receiving your order, attaching photos of the item. We'll resolve the issue as quickly as possible.

Can I exchange an item for a different size?

We don't offer direct exchanges — instead, return the item for a refund and place a new order in the correct size. This ensures you get the item quickly and in the right size.

Products & Sizing

How do I find my size?

Each product page includes a size guide with measurements in centimetres. We recommend measuring yourself and comparing with the size guide before ordering, as sizing can vary between styles.

What materials do you use?

We love natural and comfortable fabrics — you'll find details of the exact composition (cotton, viscose, linen, etc.) and care instructions on each product page.

How do I care for my NAOKO items?

Always follow the care label inside the garment. Most of our pieces can be washed at 30°C on a gentle cycle. Avoid tumble drying unless stated on the label.

An item I love is out of stock — will it come back?

Our collections are limited, so we cannot guarantee restocks. You can use the "Notify me" function on the product page to get an email if the item becomes available again. You can also reach out to us at hello@naoko-store.pl.

Still have questions?

We're happy to help! Reach us at hello@naoko-store.pl or use our Contact Form. We respond Monday–Friday, 9:00–16:30 CET.