Free delivery from 7 to 10 days
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Frequently asked questions

SHIPPING

How much do I need to pay for delivery?

Shipping is free (7-10 calendar days).

How quickly are ordered products shipped?

We ship orders within 48 hours (Monday – Friday). The estimated delivery time is 7-10 calendar days and depending on your location it may also take longer.

Shipping

Can I order the product all over the world?

We ship to most countries. We do not deliver to Russia, Belarus and Crimea.

Will I have to pay international taxes and duty?

All prices exclude VAT/tax and duties. Tax rates vary by country and you will need to check with the customs department in your country. Please contact your local customs office for further information.

How can I track my delivery?

Here’s the link to track your order. https://novaposhtaglobal.ua/uk/track/

PAYMENT

What are the available payment methods?

We accept payments by Credit Card (Visa & Master Card), Google Pay and Apple Pay.

RETURNS

Can I exchange my product for another one?

We do not offer exchanges. Simply order the desired item and just return the item already delivered.

What is your return policy?

You can return it for a full refund (excluding taxes, duties, VAT and return shipping) within 30 days from the date of delivery. Providing it has not been worn or used and is in its original packaging and garments tags still attached.

Are returns free of charge?

No, we have no ‘Free return’ option.

Can I return a product I don’t like?

Yes, you can return unworn/unused items within 30 days. All garment tags must be attached.

I received the wrong or damaged item.

We are sorry to hear about that! You can return it to us free of charge. Please take all the photos of the product and contact our Customer Support ([email protected]) to start the complaint process.

How do I make a return?

  1. Contact our Customer Support ([email protected]) to start the return process.
  2. Fill out the return form (the return form is included in each parcel). Don’t worry, if for some reason the return form is missed, just contact our Customer Support ([email protected]) and you’ll get the form via email.
  3. Send the package to the address given in the return form. Be sure to enclose the completed return form in the parcel.
  4. You’ll get the tracking number at the Post Office.
  5. A refund will be approved once we have received and examined the returned item. Refunds to the credit card may take up to 2 weeks.

When will I receive my refund?

A refund will be approved once we have received and examined the returned item. Refunds to the credit card may take up to 2 weeks.

How do I know that you have received my return?

You can track your package. Also, you will be notified via email once your return is received and processed.

WARRANTY

Do your products come with a warranty?

We offer a 2-year warranty period that starts from the purchase date. Product quality guarantee applies to: • production defects (poor seams of the product); • hardware (NON-mechanical breakdowns that occurred through no fault of the buyer). The product quality guarantee does not apply to: • abrasive wear; • exposure to extreme temperatures, solvents, acids and alkalis; • accidents; • improper storage; • careless operation and care (see conditions of care); • exceeding the maximum permissible load; • use of the product not for its intended purpose; • damage caused by third parties — carriers, or as a result of passing customs control.

How do I submit a warranty claim on a product?

Contact our Customer Support ([email protected]). Please include a description and pictures of the damaged item.

PRODUCT

Are your products waterproof?

The outside material of our products is not waterproof, but water resistant.

Which backpack is suitable as hand luggage?

Many of our backpacks are suitable as hand luggage. For example, Aviarolltop and Aviapack are perfect for this.

How do I care for your product?

You should not machine wash as this will ruin the water resistance of the material. Clean surfaces with a slightly damped cloth soaked in water only. To remove any bad smell, we advise to turn the product inside out and hang it outside for a couple of hours.

CONTACT US

How to contact us?

Our Customer Service team is available Monday-Saturday from 9 AM to 6 PM. EMAIL: [email protected]