Help
Q & A
Here you will find answers to frequently asked questions.
How can I maintain Nafilia products?
The best way is to ensure a regular maintenance routine, before and after use. You should make sure that the products are cleaned with a wet cloth dipped into warm water and then you can use our Nafilia leather balm to nourish and impregnate it. While rain or water cannot damage our products, we recommend that you reduce their contact with wet surfaces and water-based paints.
Are Nafilia products vegan?
Yes, our products are made from plant-based materials. We do not use animal leather in our production.
How can I shop Nafilia products live?
One of the best chances of shopping live with Nafilia is through trade fairs. You can also connect with us on social media and newsletter to know the details about these trade fairs and other shopping opportunities.
What can I do when a Nafilia product is `No longer available`?
Our products are of the highest quality; therefore, they sell out fast. However, if you miss out on any product, don’t worry; it will be back in stock in a few weeks. You can also subscribe to our newsletter to get notified of when the products are back in stock.
Are Nafilia products handmade?
Yes, all our products are meticulously handmade by our manufacture one piece at a time. Therefore, you might receive a product which varies slightly from the product picture. Such variations are inherent in the manufacturing of handmade products, so you may expect minor distinctions that will make your purchase special and truly one of a kind.
Delivery & Shipping
All information about delivery and shipping.
How much are the shipping costs?
Your DHL go green package will be shipped within Germany starting at 3,90€. From an order value of 100€ the shipping costs within Germany are waived. Shipping to international addresses starts at 11,36€.
Which countries do you ship to?
With the sole exception of the USA, our products get shipped worldwide.
How can I track my shipment?
We send you an email containing a tracking ID for your order products once the products have left our store.
Which company do you ship with?
We send our orders with DHL go green.
What if my package could not be delivered?
In a situation where the products you ordered cannot be delivered, the products will be returned to our warehouse, and we will refund you.
You have another question?
Or need help with another topic? Contact us! We are here for you and will help you as much as we can.
Return
Here you will find all the important information about the return.
Can I return Nafilia products?
Yes, you can return Nafilia products as long as the returned products meet the following conditions:
- The product is new and unused
- The product is returned in its original packaging
- The packaging is not damaged
- All labels and hangtags are still attached to the product
Please send the parcel back insured with a parcel service of your choice to:
Nafilia UG
Karwendelstr. 30
12203 Berlin,
Germany
The goods will be refunded after your return has been received and processed. Processing can take up to 5 working days. Please keep the tracking number of the parcel service. Bank account credits will be visible in your bank account within five (5) business days. Credit card credits can take up to fourteen (14) business days to complete. If your credit exceeds this timeframe, please contact us and your transaction service provider for more information.
When will I get my refund?
It takes about five to ten working days to process returns and refunds at Nafilia. However, there could be an extension of 2-3 days during peak periods and holidays. As soon as we have processed your return, we will refund the invoice amount.
The payment method used also affects the time taken to effect your refund. If you used a PayPal account, your refund will reflect on your payPal account as soon as we process the refund. If your bank account was used for the payment, your refund will reflect after five (5) business days, credit cards take up to fourteen working days.
How do I confirm that the return was successfully made?
That is the purpose of the tracking ID you will receive from the parcel service. Use this ID to track and confirm the return of the package. Nafilia does not send a separate email about the return of a product. Should you have doubts as to the successful return of the products, please contact us.
Can I exchange my product for another one?
Nafilia doesn’t offer exchange services. If you do not like a product, you can return it (provided it is unused) and place an order for a new one. You will be refunded for the returned product.
Can I return a product that I don't like or that doesn't fit?
You can return items that are unused and still have labels and hangtags. If you need help to arrange a return, you should reach out to our customer support officer. However, you must effect this return or complaint within 21 days of purchase. In the event of a return, the items will be checked and refunded within 14 days (minus the original shipping costs).
Complaint
All information on complaints.
What do to if I receive the wrong products?
Send an email to Nafilia about the receipt of the wrong product, and we will resolve the issue as soon as possible..