Customer Support / FAQ
1 About Naketano Products
1.1 How do Naketano sweaters, hoddies and jackets fit?

Naketano is a European Brand, so therefore the sizing is about 1 size smaller compared to the North American Market. If you want to be sure that you will get the right product, please measure you current garments and compare that to our sizing chart.

Womens Naketano Sizing - Mens Naketano Sizing

1.2 Are the appliqués made from real leather?

Nope, they are made from non-animal material mainly for durability a wash-fastness.

1.3 Where are the items manufactured?

Naketano products are designed in Germany mostly manufactured in Turkey.

1.4 Are the jackets waterproof?

Not really, most of them are water repellent but they don't have a special waterproof finish or so...

1.5 How warm are the jackets?

Well, that depends totally where you are. We personally wear the winter jackets up to -20C but some mind find -5 already too cold. So it's totally up to you. We do wear a Naketano sweater underneath :)

1.6 How do I clean my Naketano product?

You will find the care instructions in every garment. We personally recommend for all sweaters and hoodies inside out washing and no dryer - keeps the fabric longer in a good shape.

We wear our own Naketano styles for almost 4 years and they don't show any wear and tear.

 

2 Ordering Process
2.1 Can I cancel my order?

Yes, you can as long as the order is not fulfilled and on it's way to you. If you made an error during the checkout process and don't want the product anymore. Please inform us asap...

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

Yes, you can to a certain extend. If you wish to change the size or style as long as its in the same price-range or availability.

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

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

3 Payments & Discounts
3.1 How can I pay?

You can pay with Credit Card or PayPal.

3.2 How can I redeem discounts?

If you have a valid discount code, you can redeem it during the checkout process.

3.3 How long are discounts codes valid for?

All discount codes are valid for a limited time and it's expire date is marked on it.

3.4 Can I combine discount codes and use them together?

Unfortunately you can not combine discounts. Discount code are for single use only.

3.5 I bought and item using a discount code. Now I want to return the product. What happes with the discount?

If you return an item which was primarily bought with a discount code, we will refund you the difference minus the amount the discount was for. Due to technical reasons we are not able to refund or re-use the discount code again.  

4 Shipping & Delivery
4.1 How much are the shipping costs?

Shipping costs are calculated based on weight and will be displayed during the checkout process.

Orders from outside Canada 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.

4.2 How long will my order take to be delivered and how long will it take?

Deliveries within Canada are either sent by Canada Post, UPS, Canpar or FedEx.

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 up to 10 business days (depends where you live in Canada)

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.

4.3 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 offer you an alternative or refund the money.

4.4 My parcel was damaged on arrival and some of the contents were missing.

If this is the case, please sent us 2 pictures of the damaged parcel with all of the contents as you received them. We will take care of the rest...

5 Returns & Complaints
5.1 What is you Refund Policy?

Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

5.2 How can I send back my order?

Please inform us before you sent the item to us. We would create an RMA number and will go from there.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will also be deducted from your refund. This doesn't apply for defective items.

5.3 How do I get my money back?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

5.4 Can I get a refund for Sale Items?

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

5.5 Is it possible to exchange goods?

Yes, it is... Please inform us before you sent any items back to us. If you want to exchange an item you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive an exchage, the cost of shipping will also be applied to your new order.

 

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