Frequently Asked Questions (FAQ)
Welcome to the Naya Vault FAQ. Here you'll find answers to common questions about returns, refunds, shipping, orders, payments, and customer support.
Return & Refund
1. How long do I have to return a product?
Our standard return period is 30 days from the date of delivery, subject to the conditions and exclusions described in our Refund Policy.
Some products may not be eligible for return due to their nature, including certain hygiene, personalized, custom-made, or other restricted items.
2. Is there a restocking fee?
A restocking fee may apply to certain voluntary returns or exchanges where permitted by applicable law and our Refund Policy.
Any applicable fee will be communicated before the return is processed.
3. How long does it take to receive a refund?
Once an approved return has been received and inspected, we generally aim to process the refund within 7 business days.
After we issue the refund, the time required for the funds to appear in your account depends on your bank, card issuer, or payment provider.
4. Who pays for return shipping?
-
Defective, damaged, or incorrect items: Naya Vault may cover reasonable return shipping costs where applicable.
-
Voluntary returns or exchanges: The customer may be responsible for return shipping costs.
Please contact us before returning an item so we can provide the appropriate instructions.
5. What should I do if I receive a damaged item?
Please contact us as soon as possible after delivery at:
Include your order number and clear photographs showing the damage to the product and, where possible, the packaging.
Do not discard the product or packaging until we have reviewed your claim.
6. How do I return an item?
Please contact our support team before sending anything back.
We will provide the applicable return instructions and, when required, the appropriate return address.
Do not send a return to an address found elsewhere on the internet or to the sender address shown on your package unless Naya Vault has specifically instructed you to do so.
Returns sent without authorization may experience processing delays.
7. What happens if my delivery is delayed?
Estimated delivery times are not guaranteed and may be affected by carriers, customs, weather, holidays, or other circumstances outside our control.
If your order experiences an unusual delay, please contact us with your order number so we can review its status.
Shipping
1. Where does Naya Vault ship?
Naya Vault ships to selected destinations internationally.
Available shipping destinations and options are displayed during checkout and may vary depending on the product and destination.
2. How much does shipping cost?
Shipping charges, if applicable, are displayed during checkout before you complete your purchase.
From time to time, Naya Vault may offer free shipping promotions or free shipping on qualifying orders.
3. How long does it take to process an order?
Orders are generally processed within 2–5 business days.
Processing may take longer during holidays, major promotions, high-volume periods, or when additional order verification is required.
4. How long does shipping take?
Estimated delivery times vary depending on the destination.
Typical estimated delivery windows may range from approximately 7–20 business days after processing, depending on the country and shipping method.
These are estimates rather than guaranteed delivery dates.
For more information, please review our Shipping Policy.
5. Can I track my order?
Yes.
When tracking is available, you will receive tracking information after your order has been dispatched.
Tracking updates may take some time to appear after the carrier receives the package.
6. Why hasn't my tracking information updated?
Tracking information may not update immediately after an order is shipped.
Some carriers only scan packages at specific points during transit. International shipments may also have periods where tracking information is limited while the package is moving between countries or undergoing customs processing.
If your tracking information has not changed for an extended period, contact us at:
Orders
1. Can I change or cancel my order?
If you need to change or cancel an order, contact us as soon as possible.
We will try to accommodate your request if the order has not yet entered fulfillment or shipping.
Once an order has been processed or dispatched, cancellation may no longer be possible and the applicable return process may apply.
2. Can I change my shipping address?
Contact us immediately if you entered an incorrect address.
We may be able to update the address before fulfillment. However, we cannot guarantee that changes can be made after an order has entered processing or shipping.
Customers are responsible for providing accurate delivery information.
3. Can my order arrive in multiple packages?
Yes.
Products in the same order may occasionally be shipped separately depending on availability, fulfillment location, product type, or shipping arrangements.
You may therefore receive multiple tracking numbers and packages for a single order.
4. What should I do if my order says delivered but I haven't received it?
First, check:
-
Your mailbox or usual delivery location
-
Around your property
-
With household members or neighbors
-
Any delivery instructions associated with your order
You should also review the carrier's tracking information.
If you still cannot locate your package, contact us at support@nayavault.com with your order number.
Payment Methods
1. What payment methods does Naya Vault accept?
Available payment methods are displayed at checkout.
Depending on your location and eligibility, available options may include major credit and debit cards and supported digital payment methods.
2. Is my payment information secure?
Payments are processed through secure third-party payment providers.
Naya Vault uses reasonable security measures to help protect customer and transaction information.
Payment providers may process your payment information according to their own privacy and security policies.
3. Will I receive an order confirmation?
Yes.
After a successful order, you should receive an order confirmation by email containing information about your purchase.
Please check your spam or junk folder if you do not see the confirmation.
4. Why was my payment declined?
A payment may be declined for several reasons, including:
-
Incorrect billing information
-
Insufficient funds
-
Card restrictions
-
Bank security controls
-
Payment-provider verification
-
Technical issues
If your payment is declined, verify your information or try another available payment method.
For security reasons, Naya Vault does not control the approval decisions made by your bank or payment provider.
Products
1. Are product colors and appearances exactly as shown?
We make reasonable efforts to display product images and descriptions accurately.
However, colors and appearance may vary slightly depending on your device, screen settings, lighting, photography, and manufacturing variations.
2. Will the product I receive look exactly like the product image?
Product images are intended to represent the product accurately, but minor variations may occur.
Product specifications, dimensions, materials, and included accessories should be reviewed on the individual product page before purchasing.
International Orders
1. Will I have to pay customs duties or import taxes?
Depending on your destination, international orders may be subject to customs duties, import taxes, VAT, brokerage fees, or other charges.
These charges may be imposed by the destination country's authorities and may be the customer's responsibility unless otherwise stated at checkout.
2. Can customs delay my order?
Yes.
Customs inspections and clearance procedures can affect delivery times and are outside Naya Vault's direct control.
Customer Support
How can I contact Naya Vault?
For questions about products, orders, shipping, returns, refunds, or payments, contact:
Naya Vault
Email: support@nayavault.com
Website: https://nayavault.com/
When contacting us about an existing order, please include your order number so we can assist you more efficiently.
Support Hours
Monday–Saturday: 9:00 AM–6:00 PM
Sunday: Closed
Response times may vary during weekends, holidays, promotions, or periods of unusually high customer volume.