Frequently asked questions

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.

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

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.

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

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

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

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.

No, we have no ‘Free return’ option.

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

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.

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.

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

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.

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

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

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

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.

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