FAQ


Do you offer free shipping?

Yes. Check out our Shipping Page to learn more about Free Standard Shipping.

How do I get confirmation of my order?

All successful order transactions will receive an order confirmation email within 30 minutes of purchase. If you have not received your order confirmation email, please check your order summary in your email junk folder. Alternatively , you may email us at support@naak.com.my to check.

When will my order ship?

After your payment is verified, it takes up to 48-72 hours to process and ship your order. This does not include weekends or holidays. Purchases made after 11 am CST will not be shipped out until the next business day. If you order after 11 am CST on a Friday, your order will likely be shipped out on the following Monday.

You may track your shipment yourself. Click here with the tracking no.

Will I have to pay international taxes & duties?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is about 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

Trava Store/ Naak cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

How are taxes and duties calculated?

For Duties Delivered Paid (DDP) Orders: Duties and taxes may be included in the price depending on ship to country. If not included in the price, they will be shown at checkout.

For Duties Delivered Unpaid (DDU) Orders: As the customer, you are liable for all import duties, customs and taxes levied. Payment of these is required to release your order from customs on arrival.

Order Information.

I need to change something on my order. How can I do that?

Change of orders is not available at this moment once orders have been confirmed.

My order status says "Unfulfilled". What does that mean?

"Unfulfilled" just means that we successfully received your order! Once your order is shipped, you'll receive a tracking number and your order status will change to "Fulfilled."

Why was my order canceled?

If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please order again.

*See below for customs and import duties information

After your payment is authorized and verified, it can take up to 48 hours to process your order, excluding weekends and holidays. Purchases made after 11 am CST time will not be shipped out until the next business day. If you order after 11 am CST on a Friday, your order will likely be fulfilled on the following Monday. Please allow 48-72 hours for your tracking details to update via email.

How are taxes and duties calculated?

For Duties Delivered Paid (DDP) Orders: Duties and taxes may be included in the price depending on ship to country. If not included in the price, they will be shown at checkout.

For Duties Delivered Unpaid (DDU) Orders: As the customer, you are liable for all import duties, customs and taxes levied. Payment of these is required to release your order from customs on arrival.

Refund

Yes. With our 30-day money-back guarantee, you can try Naak with minimal risk.

Receive a damaged item?

Please reach out to our Customer Support team at support@naak.com.my and they will help resolve the issue.

How long does it take to process my return?

Once you notify us that you would like a return, we will email you a pre-paid return label within 24 hours.

Once your return has been received by the warehouse and it complies with our returns policy, we will refund you by your original payment method. Please be aware that payments can take up to 14 working days to process depending on your bank or payment provider. Returned items will be refunded excluding the original cost of shipping.

After we have issued the refund, it will take up to 3 business days for the funds to be placed back on your credit card or debit card.

Are they UV protected?

All of our sunglasses are UV 400 protected, which blocks all light rays with wavelengths up to 400 nanometers. (This covers all of UVA and UVB rays.)

What does 'Polarized' mean?

Polarized sunglasses are specialized eyewear designed to reduce glare from surfaces such as water, snow, and glass. Glare distorts the true color of objects and makes them harder to distinguish. The main difference is that polarized lenses are designed specifically to block the glare from reflected light while non-polarized lenses only block intense light.

Is there a warranty?

Naak warrants that our sunglasses are free from manufacturing defects (in material or workmanship) for a period of 1 year from the date of purchase. This does not cover scratches on lenses, damages caused by accident, abuse, neglect, improper use or storage of the product, unauthorized modifications, or normal wear and tear.

My question isn’t answered here. How can I get help?

Email us at support@naak.com.my

If you have any super urgent questions, feel free to message support at zero.one.six.two.two.six.one.six.one.six.It's a Malaysia number with a country code of (60) in case you're outside of Malaysia.

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