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Frequently Asked Questions (FAQ)

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Shipping & Delivery

  • How much are the shipping costs?

    Shipping costs for Germany are €2,00, for Austria €3,00.

    Orders from outside Germany and the EU may be subject to import taxes, customs duties and costs in the country of destination. Import duties and taxes are determined by the customs office of the respective country and are borne by the recipient. The rates charged for customs duties depend on the import regulations of the destination country. Please refer to the relevant customs office for more information.

    All other countries we ship to and the corresponding shipping costs can be found here: Naketano delivery and payment.

  • How will my order be delivered, and how long will it take?

    Deliveries within Germany are sent exclusively via DHL. Deliveries to Austria are sent via Post AT.


    We will dispatch your order as quickly as possible. As soon as your order has been handed over to the shipping provider, the shipping times will generally be:

    • Germany: 3–5 working days
    • Europe: 4–7 working days
    • U.S.: 5–10 working days
    • Canada: 5–10 working days

    ATTENTION: It is currently not possible to deliver to PO boxes in the U.S. or Canada!

    In case of deliveries to non-EU countries, shipment may be delayed and there may be additional costs due to customs regulations!

    As soon as your parcel has been dispatched, you will find a tracking number for your order in “My account”. This makes it easy for you to track the progress of your shipment.

    This feature is only available if you have a customer account with us. If you don’t have an account with us, we will send you an email with all of the delivery information when your order is dispatched.
  • My order hasn’t arrived yet. What can I do?

    As soon as your parcel has been dispatched, you will find a tracking number for your order in “My account”. This makes it easy for you to track the progress of your shipment.

    This feature is only available if you have a customer account with us. If you don’t have an account with us, we will send you an email with all of the delivery information when your order is dispatched.

    If an item you have ordered is no longer available, you will be informed immediately. We will reimburse you for the missing item straight away, with the same payment method used to complete your order.

  • I haven’t received my order yet or I have only received part of my order

    The shipment tracking says that your order has been delivered, but you have not yet received it or some of the items listed on the delivery note are not actually included in the parcel?

    Please contact our Customer Service right away. You can either email us at shop@naketano.com or use our Contact Form. We will follow up on your concerns as soon as possible.

    Please note that we will only be able to investigate the issue if you contact us within 2 weeks of the delivery date stated in the tracking information. It is unfortunately not possible for us to follow up claims made after this time. In some cases it may be necessary to provide an affidavit. We will forward this to the shipping provider. We will email you the necessary form. The shipping provider will take 3–4 weeks to investigate the issue.
  • My parcel was damaged on arrival and some of the contents were missing.

    If this is the case, please visit your nearest DHL branch and present the damaged parcel with all of the contents as you received them. Please fill out a damage report there and email it, together with 1–2 photos of the defective parcel, to our Customer Support. We will take care of the rest.

  • What happens if I’m not there to accept my delivery?

    If your parcel is being handled by DHL within Germany or Swiss Post, it will be left with a neighbor or at the nearest DHL branch/DHL Packstation or Swiss Post branch for you to pick it up later. In either case the shipping provider will leave a note, which you can use to collect the parcel. You will also need identification to pick up the parcel from a post office.

  • Are there any alternatives to DHL?

    Deliveries within Germany are sent exclusively via DHL. Deliveries to Austria via Post AT.
  • Is it possible to have the parcel delivered to a Packstation?

    Delivery to any DHL Packstation is possible within Germany. Please provide the details of the Packstation as a separate delivery address and not as the billing address. In the delivery address field, choose “Packstation/Post office.”

    In some cases the Packstation may be full. The parcel will then be left at the nearest post office and you will receive a notification.

  • What happens if an item could not be delivered and is returned?

    If the shipping provider cannot deliver your parcel, it will be returned to us.

    The parcel will then be treated as a return and your refund will be processed immediately.

    If this happens, you will need to place a new order.

  • Is express delivery available for an additional charge?

    We do not offer express delivery. All shipments are sent using standard delivery.

Payment & Vouchers

  • How can I redeem a voucher?

    Our vouchers can only be used in our shop, as stated in the promotional terms and conditions which can be found on the voucher.

    Any minimum purchase value will be printed on the voucher.


  • How can I pay?

    You can pay with PayPal, instant funds transfer or credit card. Please note that not all methods of payment are available for all countries. We will indicate all available payment methods during the order process.

    Paying with PayPal:

    PayPal is the fast, secure way to pay for your order. With PayPal, you only need to register your bank or credit card details once. So you don’t have to re-enter your details every time you order.

    Here’s how easy it is:

    - Sign up for a PayPal account at paypal.com.

    - Register your bank or credit card details with PayPal.

    - Then you can pay directly from your PayPal account, making your payment quick and secure.

    The amount payable is only kept in reserve when you place an order, and the full amount will not be deducted from your account until the order is shipped.

     

    Paying with credit card:

    We accept the following credit cards:

    MasterCard
    Visa
    American Express

    Credit cards will be debited once your order has been shipped. Please note that any refunds may not appear until your next credit card statement.

    This method of payment is not available in all countries.

     

    Paying with SOFORT Überweisung (instant funds transfer):

    With SOFORT Überweisung (instant funds transfer), the purchase amount will be debited directly from your bank account. You do not need an account with SOFORT Überweisung to use this method. This transaction is processed anonymously.

    You can find more detailed information on the SOFORT homepage.

    Refunds for returns will be made to your bank account. In case the items you have ordered are unavailable, we will of course refund the outstanding amount to you immediately.

    This method of payment is not available in all countries.

  • Can I purchase vouchers from NAKETANO?

    We do not sell any vouchers. 

  • How can I redeem a voucher code?

    If you have received a voucher from us, you can redeem it during the order process, under step 4 “Overview”.

    Enter the voucher code in the field provided and click the button “Redeem voucher!”. Please ensure that you enter the voucher code with no spaces.

    The value of the voucher will then be deducted from the order total.

    Vouchers can only be redeemed by new customers!

  • Can I combine vouchers and use them together?

    Vouchers cannot be combined.

    Only one voucher can be redeemed per order. 

  • Can I redeem my voucher for cash?

    Unfortunately vouchers cannot be exchanged for cash or credit.
  • How long are the vouchers valid for?

    Vouchers are valid for a limited period.

    The expiry date is marked on the voucher.

    Each voucher is single-use only and is no longer valid once you have completed your order.


  • What happens if I return an item which I purchased using a voucher?

    If the value of the returned items means that the order total falls short of the required minimum purchase amount stated on the voucher, the voucher is deducted from the order and voided.

    In this case, the voucher cannot be re-used after the return has been made.

Returns & Complaints

  • How can I send back my order?

    Returns are simple and straightforward:

    Orders from Germany:

    - Fill out the returns form and place it in the parcel

    - Seal the parcel

    - Affix a DHL label to the parcel, making sure that it is clearly visible

    - Take the parcel to a DHL post office or to a Packstation.

     

    Orders from Austria:

    - Fill out the returns form and place it in the parcel

    - Affix a Post AT label to the parcel, making sure that it is clearly visible

    - Take the parcel to a Post AT branch

     

    Orders from other EU countries:

    - Every order contains a return label.

    - Fill out the returns form and place it in the parcel

    - Affix the return label to the parcel, making sure that it is clearly visible


    Does not apply to the following countries:

    - Austria:

    >>Request a return label online for returns from Austria


    - Netherlands:

    >>Request a return label online from DHL for returns from the Netherlands


    - Belgium:

    >>Request a return label online from DHL for returns from Belgium


    Use the links to request your own return voucher.

     

    We cannot offer free returns for orders from non-EU countries (e.g.: USA, Canada, Australia). 

  • Has my return arrived yet?

    As soon as your return has been processed, you will receive an email from us with all the information about your return.

  • When will I get my money back?

    As soon as your return has been processed, you will receive an email notification. The time required for the refund to go through may vary depending on the payment method. After you receive this email, the credited amount will be refunded.

    The time required for the refund to be credited back to your account may vary depending on the payment method used. Please note that the refund will be credited to the account which was used for the original purchase.

    Please note that this process can take up to 7 business days.

  • Do you offer free returns?

    Items sent within Germany can be returned to us free of charge, using the DHL return label enclosed in your parcel. For orders from other EU countries, a FEDEX return label is included.                                

    We cannot offer free returns for orders from non-EU countries (e.g.: USA, Canada, Australia).

  • Is it possible to exchange goods?

    For technical reasons, exchanges are not possible at the moment. Once we have received your return we will process your refund, which will be credited to the account used for the original purchase.

  • Where can I get a new return label?

    You can simply request a return label online from DHL. This is only possible for shipments within Germany.

    If your order was not shipped within Germany, please contact our CUSTOMER SERVICE to obtain a return label.

    Does not apply to the following countries:

    - Austria:

    >>Request a return label online from POST AT 

    - Netherlands:

    >>Request a return label online from DHL

    - Belgium:

    >>Request a return label online from DHL

    We cannot offer free returns for orders from non-EU countries (e.g.: USA, Canada, Australia).

  • How long do I have to return goods?

    You can return items to us within 30 days of receipt of your order, without the need to state any reason.

    After the 30-day period, returns are not possible unless the item is damaged or faulty. If this is the case, please contact CUSTOMER SERVICES.

Questions About a product

  • How long do I have to return goods?

    Sizes currently unavailable are highlighted in grey. If you click on the sizes highlighted in grey, you will be able to provide your email address.

    We will notify you as soon as the item is back in stock.

  • What range of sizes do Naketano carry?

    In most styles we offer women’s sizes from XS–XL, and men’s sizes from S–XXL. In selected styles we also offer women’s XXL and men’s 3XL. The quickest way to find the size you are looking for is to use the size selection filter.


  • Are the appliqués made from real leather?

    We only use materials of non-animal origin for our products.

  • How and where are the items manufactured?

    All Naketano styles are manufactured in Turkey and China. 

  • Can I chemically waterproof the jackets?

    We would advise against using chemical treatments to waterproof our products. We accept no responsibility for any damage that may occur as a result.

  • Are the jackets waterproof?

    Our jacket fabrics have no special waterproof finish or water column, meaning they are not waterproof. However, all of our jackets are showerproof.

  • How warm/thick are the jackets?

    That all depends on how cold it is where you are.
    In the “Winter Jackets” category you will find warm jackets suitable for winter.

  • How do I find the correct size?

    Please use the size chart to find the correct size. The size chart is displayed below every item.


  • When will an item be back in stock?

    We only offer products that are currently in stock.
    As soon as a product becomes available again, it appears on www.naketano.com.

  • Feedback about our product names

    Our product names are not intended to be offensive.
    These product names are an expression of our artistic freedom.

  • Do the jackets really require professional dry cleaning?

    Our jackets should be cleaned according to the care instructions provided.

    We take no responsibility for any damage arising as a result of improper care (machine washing).

Orders & Ordering Process

  • Can I cancel my order?

    For technical reasons, cancellations are not possible at the moment.

    Please return you order as soon as you receive it. We will then process your refund immediately.

  • Can I change my order after it has been placed?

    For technical reasons it is not possible to change order details (items, addresses, email address) after an order has been placed.


  • I forgot to use my voucher during the check-out process, can it be redeemed after the order has been placed?

    For technical reasons we are unfortunately unable to accept vouchers after an order has been placed.


  • Are my items reserved once they are in my shopping cart?

    The items in your shopping cart are not automatically reserved.
    It is possible that the item will be unavailable by the time you want to complete your order. If this is the case, you will of course not be charged for the item.

Customer Account

  • Why should I register with NAKETANO?

    As a registered customer, you can review and change all your settings online.

    This includes order tracking, managing your delivery and billing addresses, managing your newsletter subscription, and changing your password.

  • I have forgotten my login details and can no longer log in

    If you have forgotten your password, please click on “Forgot your password?” and enter the email address that you used to register your account. You will then receive an email with a link.

    Follow this link to change your password. If you don’t remember the email address your account is registered to, please contact our Customer Service.

  • What is Naketano’s data protection policy?

    All data is processed in accordance with our privacy policy.

Other

  • We are sellers and would like to distribute Naketano products

    Are you a seller who would like to distribute Naketano products?
    Then please email us at info@naketano.de

  • Where can I find stores near me which carry Naketano products?

    Are you looking for a store near you which carries Naketano products?
    Pleas email us at shop@naketano.com


  • Trade fairs and sales events

    For any questions regarding trade fairs and sales events please email us at info@naketano.de.
    The responsible department will then get in touch with you as soon as possible.
  • Services offered

    Are you a manufacturer or service providers in the field of IT, HR, textiles or software.
    Please email us at info@naketano.de.

    The responsible department will then get in touch with you as soon as possible.