Shipping policy

 

1.1. Shipping Costs

The shipping cost is determined by the courier company used by NAW. They can be viewed at the time of processing payment, just before confirming the order.

 

Shipments to the Balearic Islands: within 48–72 hours.

Shipments to the European Union: 5–7 working days.

Product Weighting: If there are any doubts about the weight of the order, you may check by contacting NAW through:

• The contact channels provided on the Website.

• Or in the “Product Details” field when placing the order.

1.2. Order Tracking

When you make a purchase, you will receive a confirmation email. You will also receive an email with tracking details so that you can monitor the delivery status at all times. If, after the time indicated for each country (set out below), you have not received your order, please contact us quoting your order number and we will review its history to provide a prompt solution.

NAW shall not be liable for delivery errors where the delivery address provided by the User in the order form is incorrect or incomplete.

1.3. Delivery

Once the order has been placed, the delivery time from dispatch from the warehouse is between 24–48 working hours, 48–72 working hours for the Balearic Islands, and 3–5 days for Europe (except during special promotional periods, see below).

Orders leave the warehouse the next working day, except for purchases made at weekends, which may be delayed until the following Tuesday depending on order volume.

⚠️ IMPORTANT: During BLACK FRIDAY, CHRISTMAS and official SALES periods, orders may take longer to process. Please note that orders placed between 15/11–30/11, 07/01–31/01, and 01/07–31/07 may take up to 6 working days to process.

Orders placed during a pre-sale period will be delivered according to the specific communication detailed in the product description on the website and newsletters sent for that purpose. Delivery of pre-sale orders may be delayed by up to three weeks due to production reasons. Thank you for your understanding.

As our warehouse is located in Catalunya, Local holidays (El Prat de Llobregat) and regional holidays (Barcelona) must also be taken into account, as these are non-working days and will extend delivery times by 72 hours. Additionally, in Gipuzkoa, where our offices are located, the following public holidays are celebrated annually:

• January 1st – New Year’s Day
  
  

• May 1st – Labour Day

• July 31st – Saint Ignatius of Loyola

• August 15th – Assumption of the Virgin

• November 1st – All Saints’ Day

• December 6th – Constitution Day

• December 8th – Immaculate Conception

• December 25th – Christmas Day

• December 31st – New Year’s Eve

If any item(s) in your order are unavailable, NAW will inform the Buyer of the new delivery timeframe, offering either a refund of the amounts paid for the specific item(s) or replacement with a product of similar characteristics of equal or superior quality, at the Buyer’s choice.

In such case, the Buyer may exercise withdrawal and termination rights in accordance with the terms applicable to the originally purchased product.

Products will be shipped with the delivery note. To optimise delivery, NAW recommends that the Buyer provide an address where the order can be delivered during normal working hours.

NAW only works with specialised courier and transport companies in order to promote sustainable e-commerce.

For home delivery in Mainland Spain and Portugal, the courier will attempt delivery at the address provided by the Buyer. In the event of absence, the parcel will be left at a collection point (for Mainland deliveries), where it will be held for the period stipulated by the courier under its terms (which can be checked on the courier’s official website).

Once your order has left NAW’s warehouses, it is in the hands of the chosen courier company. Therefore, NAW no longer controls the order. If you have any questions once your parcel has been dispatched, please contact the courier company directly.

The Buyer is responsible for the accuracy and correctness of the delivery address provided. Should there be an error in the address (in whole or in part) requiring a second shipment, the Buyer shall be responsible for the costs of return and re-shipment incurred.

1.4. Warranty and Claims

We work with high quality standards in all our processes and technologies. If, despite this, a product proves defective, we will promptly provide an appropriate solution (replacement, repair, price reduction or refund, as applicable) on behalf of NAW.

We ask that products be checked upon receipt and always before first use. Any non-conformity with the order, defect or damage sustained during transport must be reported at the time of receipt, not after use. This is when we can provide an adequate response, not after the product has been worn.

NAW shall be liable for any lack of conformity appearing within 2 years of delivery. It shall be presumed that any lack of conformity manifesting within 2 years of delivery already existed at that time. After this period, the consumer must prove that the defect was present at the time of delivery.

1.5. Defective Products or Incorrect Deliveries

If the product is returned for lack of conformity (defective products not used, or incorrect deliveries), the User shall have the right to choose either a refund of the amount paid or replacement with another product of identical characteristics. In such cases, NAW shall cover the costs of shipping or return.

However, in the event of return due to incorrect delivery, the product must be returned with the packaging intact, the product and its accessories in perfect condition, and the packaging must prevent damage in transit. The User shall bear responsibility for any damage occurring during transport. NAW will not accept returns where the product has been unsealed or shows signs of use.

For defective products, the User must return the item in the best possible condition.

Refunds will be made according to the payment method initially used by the User, provided that the above requirements are met.

The refund period shall be that established by the applicable legislation and, specifically, 14 days from the date on which the trader is informed of the consumer’s decision, the date on which the goods are received, or the date on which the consumer provides proof of having returned them.

1.6. Customer Service

For any enquiries regarding our products or services, or to provide suggestions, you may contact us through our Help Form available in the footer menu of the website

Our NAW team will respond as soon as possible.