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Welcome to our world of Sustainable Luxury | Ethically designed Ostrich clutches, Ostrich bags, fine leather bags and beautiful scarves, handcrafted by artisans around the World

FAQs

General 

1. Is it safe to shop online at naledicopenhagen.com?
Yes. We accept Visa, MasterCard, American Express, Maestro and JCB cards. All transactions on this website are processed using Stripe, a highly secure online payment gateway that encrypts your card details in a secure host environment. When processing your payment, you will notice that the location (URL) field at the top of the browser begins with 'https:' instead of the normal 'http:'. This means that you are in secure mode.

2. When do I have to log in?
You only have to log in if you want to access your account information automatically. You can, however, place an order without logging in.

3. What is my username?
Your username is your email address.

4. What happens if I forget my password?
Don't worry if you forget your password, you can still access your details! Just go to the 'Forgot Password' page and enter the email address you supplied at registration – you'll then receive an email containing a new password. For security reasons we recommend you re-set your password once you have logged in.

5. How do I contact Naledi Copenhagen?
Contact Customer Service at info@naledicopenhagen.com, send us a direct message in Facebook, Instagram or Twitter or call +45 3194 6727 (09.00-16.00 CET).

 

PRODUCTS & ORDERING

1. How do I place an order?
Placing an order on our website is easy. Once you have found the item you'd like, click 'add to cart' – your item will then be added to your cart. You can find your shopping cart at the top right on the page. Once you have finished shopping, just click on 'view cart' to checkout. Checkout is where you pay – payment details are taken on a secure part of our website.

2. How can I pay for my order?
We accept Visa, MasterCard, Maestro, American Express and JCB.

3.  How do I know my order has been submitted successfully?
You will receive a confirmation email detailing items purchased and total amount spent. If for any reason you do not receive an email, check your junk folder to make sure it isn't there.

4. How do I add to my order once I have submitted it?
Unfortunately we are unable to add items to an order once it has been placed.

5. What is the Card Verification Value (CVV)?
The CVV is a 3 or 4 digit number embossed or imprinted on the signature panel on the back of Visa and MasterCard cards and on the front of American Express cards. This code is used to validate your purchase and as an extra security measure to ensure that you have access and/or physical possession of the credit card itself. Your order cannot be fully processed without a valid Security Code. Once your order has been processed, your Security Code will not be held on file.

 6. Am I charged for the items as soon as I order them?
Yes, you will  be charged and and if the item is in stock, the order is  forwarded to be dispatched from our warehouse. If you buy an item on pre-order please see details here.

DELIVERY

1. Do I have to pay for delivery?
Yes. Delivery costs are detailed on our Delivery page.

2. How long will I have to wait for my order to arrive?
This depends where you are based; you can find details of delivery times on our Delivery page.

3. Can I order from overseas?
Yes. You will have a list of countries we currently deliver to at checkout. 

4.  What do I do if my order hasn't been delivered after the specified time?
Late deliveries could be due to a number of reasons. The first step is to check the tracking code you received on your dispatch email. If your item has left our warehouse and you feel it's severely overdue, Please email us at Info@naledibags.com, including your order number in the email.

 

RETURNS, REFUNDS 

1. What is your returns policy?
We offer a 14 day returns policy. Please visit our Returns & Refunds page for further information.

2. Do I have to pay for returns?
We do not currently provide a free returns service. Any charges incurred for returning goods back to us are the responsibility of the recipient. We will not reimburse the postal charges incurred returning an item, or refund the original delivery charge, unless the item is faulty or has been sent to you in error.

3. How do I return an item I have purchased?
For details of how to return your item(s) please see our Returns & Refunds page.

4. How long will it take for a return to show on my account?
All refunds will be processed within 15 days of receiving the item at our warehouse. Please allow up to 30 days for your debit/credit card to be credited.