FAQs

Here is a guide that will hopefully enable you to navigate our website easily while finding everything you need to be your most radiant beautiful self!

How do I order?

  1. First time user: Register a new account or checkout as a guest
  2. Existing user: Login to account
  3. Select items to add to your cart and enter the checkout
  4. Select payment method
  5. Once payment is made, your order is shipped within 2 business days (usually quicker)
  6. Delivery takes 1-5 business days depending on location (view our delivery estimates)

 

How long does it take to deliver my order?
After payment is made, your order will be shipped within 2 business days. How long it takes thereafter varies depending on your location though it is typically 1-5 business days. Unless you live in a remote area, you should receive your order within 6-7 business days.  If you live in a capital city, it should be quicker of course. Once your order has left our warehouse you will receive an email with tracking details.

 

Can I order from outside Australia?
Yes! At this stage, we only ship to New Zealand. Watch this space for more countries.

 

Can I sample the products before purchase?
Unfortunately not, we are an online store and do not have a public showroom to access products and sample prior.

 

When will I receive my order?
Once your order is despatched, you will receive an email notification with your consignment tracking information.  This will allow you to track when your order will arrive.

 

Who will deliver my order to me?
We use a range of reputable carriers. You will receive a despatch notification once your order is on its way.

Can I track my order online?
Yes, simply enter your consignment number provided for your order and search on the nominated carrier website.

 

Is my delivery insured against damage or loss?
If your item is lost in transit (declared by the carrier) or the item leaked or arrives damaged we require photo evidence to be sent to us within 48hours of it being delivered. Please refer to our Returns conditions and then Contact Us with photos.

 

What can I do if the delivery seems to be taking too long?
Once you have checked the tracking details to see where your order is, please refer to our contact details so one of our team can assist you right away.

 

Where are you located?
We are located in Melbourne, Victoria.

 

If I need to return something, what do I do?
Please refer to our returns process for further information.

 

Can I cancel my order?
Yes, please refer to our cancellation policy for further details.

 

The colour I ordered isn’t what I wanted.  Can I send it back or exchange it?
 Yes, please go to our returns policy page for the exchange process.

 

How can I contact you?
Please go to our contact page for further details.

 

Do your products come with a warranty?
Yes, most of the products come with manufacturer warranty, however this would be approved directly by manufacturer. please see each product page for specific warranty information or contact us for more information.

 

If I need to make a warranty claim, what do I do?
If the product comes with warranty, the warranty documentation or direction will be included. However please contact us if there isn’t any details, and we can help direct you.

 

Can’t find an answer to what you’re looking for?
Email us at support@nayld.com.au and we will help resolve any questions or concerns. View our full contact details here.