Select from our list of most frequently asked questions, sorted by category below,
or explore them all to learn more about all the great services we offer!
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- Shipping & Delivery
- Returns & Exchanges
- Quality & Care Guide
- Orders & Payments
- Gifting
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Can’t find your answer here? Don’t worry, our customer service team is here to assist you promptly.
Please note: Some inquiries may not receive a response if they are already clearly answered in this FAQ. This system has been put in place to ensure faster responses to other requests that are not covered here.
Shipping & Delivery
What are your shipping options and costs?
At Naylara, we aim to make your shopping experience as seamless and transparent as possible. We offer a clear shipping structure tailored to your needs:
- Standard Shipping: A flat rate of $4.99 applies to all orders.
- Free Shipping: Enjoy free standard shipping on all orders above $100.
For those who want an upgraded experience, we offer Priority Shipping for a flat rate of $7.99. By choosing this option at checkout, your order moves to the front of our fulfillment queue. This premium service includes:
- Priority Processing: Your package is prepared and dispatched ahead of standard orders to ensure the fastest possible departure from our warehouse.
- Dedicated Transit Support: In the unlikely event of a delay or issue during transit, our team provides priority assistance to resolve the situation with the carrier on your behalf.
- Real-Time Premium Tracking: Receive detailed, step-by-step updates so you can follow your Naylara treasures with total peace of mind from our door to yours.
Note : Shipping charges for Alaska and Hawaii are set at $10.99 on all orders that must be delivered to these regions.
How long will it take to receive my order?
Standard shipping involves a processing time of 1–3 business days, followed by a delivery window of 5–18 business days (excluding processing time). With Secure Shipping, your order is prioritized, often reducing delivery time. Please note that delivery times may vary based on your location and external factors.
Do you offer international shipping?
Currently, we ship exclusively within the United States. We are exploring options to expand our shipping destinations in the future.
How is sales tax calculated?
Final sales tax is calculated based on the shipping address zip code where the merchandise is being delivered. To get an estimated sales tax calculation, utilize the Estimated Sales Tax field located in the shopping bag.
Please note: This is an estimated calculation; the amount may change depending on the location (zip code) where the merchandise is shipped.
Please note: This is an estimated calculation; the amount may change depending on the location (zip code) where the merchandise is shipped.
How can I modify or cancel my order?
As we aim to process orders as fast as possible, modifications or cancellations may not be possible once the order is in fulfillment. Please contact us immediately, and we will do our best to assist you.
How can I track my order?
You can track your package on our tracking page here: Order Tracking.
You will also receive an email—and a text if you choose that option—with your tracking number and estimated delivery date.
You will also receive an email—and a text if you choose that option—with your tracking number and estimated delivery date.
Returns & Exchanges
What is your return policy?
We want you to love your Naylara Kaftan. If you're not completely satisfied, we accept returns of unworn items in their original condition within 60 days of delivery for a refund. Please note that custom and made-to-order pieces are non-refundable.
The customer is responsible for sending and returning the parcel. It must be returned to the address indicated in order to proceed with the refund of the order.
Learn more with our return policy HERE !.
The customer is responsible for sending and returning the parcel. It must be returned to the address indicated in order to proceed with the refund of the order.
Learn more with our return policy HERE !.
How do I initiate a return or exchange?
To benefit from a return of your order, your item must be absolutely unused and in the same condition in which you received it. This policy applies to all products, including sale items and limited editions.
How to Start a Return
- Ordered as a Members: Log in to your account, go to "Order History," and select the items you wish to return.
- Ordered as a Guests: Contact our customer service team with your order details for assistance.
- Wait for Authorization: Our team will review your request and send you further instructions and a return authorization.
Shipping & Costs
- Return Address: All returns must be shipped to: 50 Avenue des Champs-Élysées, 75008, Paris, France.
- Defective Items: If the product is damaged, Naylara provides a prepaid return label.
- Other Returns: For changes of mind or size issues, shipping costs are the customer's responsibility.
- Exchanges: We do not offer direct exchanges. Please return your item for a refund and place a new order.
Refund Process
- No Restocking Fees: You will be refunded the full value of the returned products.
- Timeframe: Once we receive and inspect your package at our warehouse, your refund will be processed within 3 to 7 business days.
Can I return a custom-made piece?
Due to the personalized nature of custom designs, we cannot accept returns on these items. We encourage thorough communication during the design process to ensure your satisfaction.
When will I receive my refund for a return?
There are multiple scenarios for receiving your refund, so please take note of the information in our RETURNS & REFUNDS POLICY !
Wondering how your refund will be processed? Here's how, depending on the method you use:
Credit and Debit Cards: The same account used to make the purchase will be credited.
Payment processor: If you use payment services such as Paypal, GooglePay, AmazonPay, ApplePay... The amount will be credited by the same source used for payment.
e-Gift Card: e-Gift cards cannot be returned (except where required by law). Refunds on returned merchandise purchased with a gift card will be applied to a new e-gift card.
Wondering how your refund will be processed? Here's how, depending on the method you use:
Quality & Care Guide
How should I wash my kaftan?
Hand-wash in cold water with a mild, color-safe detergent. Gently squeeze don’t wring—the fabric, then lay flat or hang in the shade to air-dry.
Can I machine-wash or dry-clean it?
Yes. Use a delicate cycle inside a mesh garment bag. For silk or heavily beaded styles, professional dry-cleaning is recommended, ask for a gentle solvent.
What’s the safest way to remove stains?
Blot (never rub) with a damp cloth. For oil spots, sprinkle talc or cornstarch, wait 15 minutes, brush off, then wash as usual.
How do I keep my kaftan wrinkle-free?
Light steam on the reverse side. Avoid direct contact between a hot iron and any embellishments; always use a pressing cloth.
How should I store my kaftan off-season?
Hang it on a padded hanger in a cool, dry space, or fold loosely in a breathable cotton garment bag. If possible, skip plastic covers, they trap moisture.
Orders & Payments
What payment methods do you accept?
We accept major credit cards, including Visa, MasterCard and American Express. Payments can also be made via PayPal, ApplePay and ShopPay for your convenience.
Is your site fully safe and secure?
Our site is hosted on Shopify.Inc and has an SSL security certificate. Therefore, all information relating to pages, content, credit cards and transactions is protected.
You can also see that this certificate is in force thanks to the presence of “HTTPS” in our URL.
So yes, our website is fully safe and secure to ensure the best customer experience.
You can also see that this certificate is in force thanks to the presence of “HTTPS” in our URL.
So yes, our website is fully safe and secure to ensure the best customer experience.
What should I do if my payment doesn’t work?
if your payment isn’t going through, here are a few steps you can try:
Check your payment details – Ensure that your card number, expiration date, and CVV code are entered correctly.
Try a different payment method – We accept major credit cards, PayPal, and other secure payment options.
Contact your bank – Sometimes, banks block online transactions for security reasons. A quick call to your bank may resolve the issue.
Clear your browser cache – Sometimes, stored data can cause errors during checkout. Try refreshing the page or switching to a different browser.
Try again later – If the issue persists, wait a few minutes before trying again or use another payment method.
If you’re still having trouble, feel free to contact our customer support team, and we’ll be happy to assist you.
If you’re still having trouble, feel free to contact our customer support team, and we’ll be happy to assist you.
Can I enter my discount code?
Yes! You can enter your discount code at checkout before finalizing your order. Here’s how:
Add your favorite pieces to your cart.
Proceed to checkout.
Locate the “Discount Code” field.
Enter your promo code and click “Apply” to see the updated price.
⚠️ Important: Only one discount code can be used per order, and some promotions may not be combinable. If your code isn’t working, double-check for typos, expiration dates, or eligibility.
⚠️ Important: Only one discount code can be used per order, and some promotions may not be combinable. If your code isn’t working, double-check for typos, expiration dates, or eligibility.
Gifting
Do you offer gift cards?
Yes, gift cards are available in any value from $25 to $200.
The gift card is an e-card, it can be used anywhere in the world without any problem only on our website.
Also, the gift card can only be sent by email.
The gift card is an e-card, it can be used anywhere in the world without any problem only on our website.
Also, the gift card can only be sent by email.
Is the gift cards nominative?
The gift card is not nominative and can be transferred to a third person.
However, please be careful not to give your gift card codes to anyone with malicious intent. Naylara disclaims all liability that may arise from the use of a gift card not authorized by its purchaser and/or the person intended to receive it.
However, please be careful not to give your gift card codes to anyone with malicious intent. Naylara disclaims all liability that may arise from the use of a gift card not authorized by its purchaser and/or the person intended to receive it.
Does the gift cards have an expiration date?
Yes, the gift card must be used in full 12 months after purchase.
If the time limit is exceeded and you still have an amount left, it will be lost with the gift card.
If the time limit is exceeded and you still have an amount left, it will be lost with the gift card.
Can the gift cards balance be used in instalments?
The balance of the gift card can be used for full or partial payment. The difference must be paid in order to take full advantage of the gift amount if it is not sufficient for your order.
