For all customer inquiries please email customer service or call us +1 917 224 6337
Monday-Friday 10:00AM - 7:00PM Eastern Standard Time.
Our customer service Dept. will be closed on the following observed Holidays in 2019:
WHY DO I NEED TO REGISTER?
You only need to register on our site if you are making a purchase.
By registering you are initiating an account that only you, may access. You may access your account by using your email address and a password that you have created. Only you, will have access to this information. If you are signed up on our email list, this does not mean you are registered.
HOW DO I REGISTER?
At the top of the page, under MY ACCOUNT, simply click on SIGN IN / REGISTER and a screen will display. If you already have items in your cart and are ready to complete your order, simply click on CHECKOUT, and this will automatically direct you to ACCOUNT, where you will be able to SIGN IN, REGISTER or simply checkout as a GUEST.
WHAT IF I FORGOT MY USERNAME?
Your username is the email address you registered with. If you are not sure which address you used, please visit our contact uspage or feel free to email customer service.
WHAT IF I FORGOT MY PASSWORD?
Click on SIGN IN at the top of the page, and then click on Forgot my password. By providing your email address, via a secure, encrypted connection, you will receive an email, to confirm this action, click on reset password, and you will be receiving a new password that you may later change by visiting MY ACCOUNT once you sign-in successfully.
Passwords are case sensitive and must include a number or punctuation character.
HOW DO I CHANGE MY PASSWORD?
Once you SIGN IN to your account, you may change your password. Go to MY PERSONAL INFO and change your password.
HOW DO I MAKE CHANGES TO MY ACCOUNT PROFILE?
MY ACCOUNT is a useful destination for configuring your nadasawaya.com account to your liking.
If you are a returning customer, you can easily update your information by logging into your account. You will find the MY ACCOUNT link located at the bottom of each page. Once you have accessed your account, you can click on the MY PERSONAL INFO link to update your account information and make the necessary changes to your account, (i.e. email address, password, billing address, etc.)
The changes you have made will now be saved to your profile.
HOW TO SHOP ONLINE?
Buying from us is easy. Our E-Shop is always available and we process and ship orders as quickly as possible in accordance with our Terms & Conditions
Your total shipping charges are automatically computed at CHECKOUT, prior to the completion of your order.
You’ll receive instant order acknowledgment via e-mail.
Once the order has been processed and we do have your item in stock, your order will be packed securely and shipped.
We charge sales tax of 8.875% for all orders that are being shipped to locations in New York State only. Currently, other states are not charged with sales tax.
HOW DO I KNOW NADASAWAYA.COM RECEIVED MY ORDER?
Once we have received your order, you will receive an email confirming your order. Please note this does not guarantee the merchandise is available.
nadasawaya.com products available for purchase online are subject to availability. Orders are processed pending item availability and credit card verification. Our representative will contact you via email if there are any issues with your order.
As necessary, we reserve the right to limit the quantity of products we supply; supply only part of an order or to divide up orders. We also reserve the right to alter the terms or duration of any special offer or sales promotion. We will inform you if we are unable to fulfill your order. Please note the following product availability descriptions:
PRODUCT PRICING AND CURRENCIES
DO YOU OFFER DISCOUNTS?
As an authentic luxury brand, nadasawaya.com does not offer any discount on products. Occasionally we may offer promotions for a limited time only such as free shipping or exclusive online gifts. Sign up to our newsletter to be the first to know about these exclusive offers!
WHY DON’T YOU HAVE THE PRICE IN MY CURRENCY?
nadasawaya.com is headquartered in New York; all our transactions are in US dollars. Orders delivered outside the US must pay import tax at the country of destination.
IN WHAT CURRENCY, WILL I BE CHARGED?
Prices displayed on the nadasawaya.com website are quoted in U.S. dollars. While we try to ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of the merchandise you have ordered, we will give you the option of reconfirming your order at the correct price or canceling it. If we are unable to contact you within 48 hours, we will treat the order as canceled. You agree that the risk of loss or damage to products you order from this website passes to you on delivery of the products, if we have received payment in full for the products.
In the event of a sale or other promotion, no price adjustments will be granted on previous purchases.
SHIPPING & DELIVERY U.S. ORDERS
Orders placed Monday-Friday before 1 PM EST will begin processing that day, excluding holidays, and will ship within 2 business days pending availability and credit verification.
All orders placed after 1 PM EST will begin processing the next business day, and ship within 48 hours.
Orders placed on Friday after 1 PM EST will begin processing on the following Monday.
nadasawaya.com does not process or ship orders on Saturday, Sunday or federal holidays.
Customer service will contact you with a follow-up email if the merchandise you have selected is not currently in stock or if we need additional identification provided for credit verification. We use FedEx and therefore are unable to deliver to APO/FPO addresses, as well as P.O. Boxes.
We do not offer Saturday delivery.
HOLIDAY SHIPPING DATES
To receive by Christmas Eve, December 24th, please order:
CAN I PLACE AN ORDER OVER THE PHONE?
Sure! nadasawaya.com Customer service representatives are available Monday to Friday 9AM –7PM
Please call us at +1 917 224 6337
WHAT METHOD OF DELIVERY DO YOU OFFER?
We ship via FedEx.
HOW IS DELIVERY TIME IS CALCULATED?
Please note that all shipping times are in business days.
Three FedEx shipping method options are available for all orders placed for delivery within the United States:
Please note that these shipping times are estimates provided by FedEx, and we are not responsible if FedEx while in transit reschedules your delivery. You may be required to sign for your package upon delivery.
Delivery time does not include saturdays, sundays or holidays.
We do not ship to PO Boxes or Military APO or FPO addresses.
*Note that there could be a delay in processing your order if we encounter any issues with the billing information provided.
A customer signature is required for STANDARD, 2 BUSINESS DAYS and NEXT BUSINESS DAY deliveries for all shipments over $600.
Please note, that some items sold require special handling as specified by federal, state and local regulations governing the transport of these items. At nadasawaya.com, we comply with these regulations; therefore, the shipment of some products to certain locations may not be possible. For any questions, please visit our contact us page or feel free to email Customer service.
HOW MUCH DOES SHIPPING COST WITHIN THE U.S.?
Standard 3-6 days Free
Two Business Day 2-3 Days $20
Next Business Day 1-2 Days $25
Free shipping is not included on SALE items and orders below $250.
IS MY ORDER INSURED?
nadasawaya.com insures each purchase during the time it is in transit until it is delivered to you, for loss, theft or damage. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you are not the receiver of your purchase (for example a gift order) then the person who signs for the package confirms receipt and is accountable for the package.
We expertly and carefully pack every item.
Items returned to us using our approved delivery partner (FedEx) are also insured.
Note: we are not responsible for any loss, theft or damage if items are returned to us by any other method than our approved delivery partner.
HOW CAN I TRACK MY ORDER?
You will receive an order confirmation once your order has been successfully transmitted. In addition, shipping confirmation e-mail will be sent once your order has been shipped and a delivery confirmation email.
This confirmation will include the tracking number for your package. You may check the status of your order at any time by visiting “MY ACCOUNT” on the menu bar at the top or bottom of any page
Once you login to your account using your email address and password, click on “MY ORDERS” to view past orders and current orders that you have placed. From here you can determine when your order leaves nadasawaya.com
Please note that our tracking service will not be available if you ordered using the Guest Checkout.
You may also contact us at +1 917 224 6337, 9am to 7pm (EST) Monday through Friday or email Customer service and we will help you out.
WHAT HAPPENS IF THERE IS NO ONE THERE TO ACCEPT THE DELIVERY?
FedEx will leave a note with details on re-delivery or pickup options.
DOES NADASAWAYA.com SHIP TO MULTIPLE ADDRESSES FOR THE SAME ORDER?
We cannot ship to multiple addresses for the same order.
We use FedEx for delivery, and therefore are unable to deliver to APO/FPO addresses, as well as P.O. Boxes.
We are happy to ship to an alternate shipping address but may require additional processing time for order verification. If you are a first-time customer and wish to use an alternate shipping address, please call us at +1 917 224 6337 or email Customer service
DO I HAVE TO PAY CUSTOMS AND INCOME CHARGES?
nadasawaya.com will ship all international orders via FedEx.
Please note that all International shipments are sent DDU (Delivered Duty Unpaid). Orders shipped outside of the United States are subject to custom taxes and duties. This cost is the receiver’s responsibility and is payable on delivery of goods. Most countries have a personal import allowance but each one is different; please check your country’s import costs and regulations carefully before placing your order.
We aim to provide shipping services to most locations worldwide, but please note that FedEx may have specific shipping restrictions in place on certain destinations. We will notify you as soon as possible if shipment cannot be completed to your location.
FedEx International Priority provides delivery typically within 1, 2 or 3 business days of dispatch to more than 215 countries and territories
Reach major cities in Canada and Mexico typically in 1 business day
Reach major cities in Europe and Asia by noon typically in 2 business days
FedEx International Economy, Cost-effective delivery typically in 2–5 business days of leaving our warehouse to more than 215 countries and territories
Delivery in 2 or 3 business days to key markets such as Canada, Mexico and Puerto Rico
Please note that all shipping options may not be available for every delivery location. FedEx provides estimated delivery dates, after shipment completion.
We regret that we cannot offer an alternate-address shipping option for International Orders without performing additional credit card verification.
Purchases made with a foreign bank-issued credit card may require additional processing time for credit verification.
Orders may be canceled if we are unable to verify the billing information provided through the card-issuing bank. To assist in the verification process, we request that international customers select a shipping address that matches the billing information listed on the payment credit card.
Risk of loss and title for merchandise shipped internationally will pass to you upon our delivery to the carrier. Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. You will be responsible for paying additional charges for customs clearance; we have no control over these charges and cannot predict what they may be.
Customs policies vary widely from country to country; please contact your local customs office for further information. Additionally, when ordering from nadasawaya.com, you are the importer and must comply with all laws and regulations of the destination country. You authorize us to designate a carrier to act as your agent with the relevant customs and tax authorities in the destination country, to clear your merchandise and advance (on your behalf) any duties and taxes owed by you.
Your privacy is important to us, and we know that you care about how information about your order is used and shared. We would like our international Customers and Customers shipping products internationally to be aware that cross-border shipments are subject to opening and inspection by customs authorities.
Also, we may provide certain order, shipment, and product information, such as description, to our international carriers, and this information may be communicated by the carriers to customs authorities to facilitate customs clearance and comply with local laws.
REFUSED SHIPMENTS - If you decide to refuse any shipments from nadasawaya.com, you are responsible for the original shipping charges to you, any duties, taxes and/or customs charges that are incurred on the package (on both the original and return shipments), and the cost of returning the package to nadasawaya.com. This amount will be subtracted from your merchandise refund.
PLEASE NOTE THAT YOUR ORDER WILL BE CANCELED AND CREDIT CARD REFUNDED IF CUSTOMER SERVICEOES NOT RECEIVE A REPLY TO OUR REQUEST FOR ADDITIONAL INFORMATION WITHIN 48 BUSINESS HOURS.
Please contact Customer service with any questions, or for more information about our International ordering policies.
The international shipping cost will be calculated based on the service level, the number of items purchased, the weight of the items, the destination country.
*Please note that all International shipments are sent DDU. All duties and taxes shall be borne the purchaser.
If you would like to have your online order shipped within the USA, but billed to an international address, please shop as a US customer and enter the appropriate billing information at checkout.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Visa, MasterCard and American Express cards.
WHEN DO YOU TAKE PAYMENT?
The transaction will appear on your statement as ‘CHIKTOK LLC’.
The transaction will be charged to your credit card only after we have verified your card details, received credit authorization, confirmed stock availability, and your order is ready to be shipped. Your credit card will be authorized but not charged at the time you submit your order.
Debit Cards: The total dollar amount of your order will be authorized at the time your card is approved, which may affect your account balance even though the actual payment will not occur until your order ships.
Any applicable credits or refunds will be applied back to the credit card account used for the original purchase.
CAN I USE MORE THAN ONE (1) FORM OF PAYMENT?
Unfortunately, you cannot use more than one (1) credit card on a single order.
IS IT SAFE TO SHOP AT NADA SAWAYA?
Absolutely. We take security extremely seriously.
To help ensure that your shopping experience is safe, simple and secure nadasawaya.com uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the Internet. If SSL is enabled, then you will see a padlock at the top of your browser, and you can click on this to find out information about the SSL digital certificate registration.
You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with 'https:' instead of the normal 'http:'. This means that you are in secure mode.
All transactions on the website are processed using Authorize.net, a secure online payment gateway that encrypts your card details in a secure host environment.
After placing an order on our website using this safe and secure payment gateway, we no longer have access to your bank details. WE DO NOT STORE ANY CREDIT CARD INFORMATION.
nadasawaya.com does not rent, trade, loan, or sell your personal information, or any other information that may identify you, to third parties. We are committed to protecting our customers' privacy. The information we collect is used solely to process your order and to enhance your shopping experience. We also monitor customer traffic patterns and site usage to help us refine the design and layout of the store.
If you have any questions about our privacy and security policies, please contact Customer service
Once an order has been placed on our website we cannot make any changes (for example to the delivery address or delivery service) so please ensure you have checked this carefully before placing your order.
CAN I CANCEL MY ORDER?
Yes, you have the right to cancel your order with us, providing it has not yet left our warehouse.
If you wish to cancel your order, you must notify nadasawaya.com in writing by emailing Customer service as soon as possible after the order has been placed.
We will refund the full value of your order within 15 days of receiving your notice of cancellation. If your order has already left our warehouse by the time your cancellation request is received, your refund may be less the original shipping charge.
THE CANCELLATION POLICY DOES NOT APPLY DURING SALE PERIODS.
RETURNS & REFUNDS
We recognize that returns are important to our customers. To ensure a positive shopping experience for all our customers, if we identify through electronic analysis an unreasonable return pattern, we may restrict or refuse future transactions from such customers at nadasawaya.com
UNITED STATES CUSTOMERS
WHAT IS YOUR RETURN POLICY?
Nada Sawaya is committed to the quality of our products and the satisfaction of our customers. We will gladly accept the return** of unworn or defective merchandise with original tags. With the original receipt, you may return for a full refund, in the original form of payment, within 14 days of your purchase date. Any shipping fees on the original order are final and will not be refunded.
HOW DO I MAKE A RETURN?
1. Complete the return information located on the packing slip.
2. Please Request an RMA, by filling your information in our contact us form, within 24h of receipt of your request, we will confirm your Return Merchandise Authorization (RMA) # and email you a return label.
3. To ensure that your return is adequately protected in transit, we recommend you send your items to us in the original packaging provided.
4. Pack up the merchandise and head to the local FedEx office. They will then ship the product to our facilities. Please make sure that the box is scanned by a designated FedEx representative to ensure it can be tracked during transit. Nada Sawaya cannot track or will not guarantee delivery of any items that were left in a self-service drop box.
5. Keep the Return Tracking Number for your package to monitor delivery status.
6. The package containing the product(s) you’re returning must be postmarked within 14 days of your original purchase date.
7. Please allow 5-7 days to process your return once the package is received at our facilities. During holiday periods please allow for more time.
8. Please note, returns without RMA# will not be processed and will be returned to sender.
The RMA (Return Merchandise authorization) is issued solely as a preliminary return management measure. Please note that a RMA (Return Merchandise authorization) does not guarantee that a return will be accepted if the merchandise is found to be damaged, scratched, missing tags or otherwise not in their original condition. If you are returning a product due to defect, please include this information when requesting a Return Authorization.
Please note we can only accept returns on bespoke products if they are faulty or were damaged upon arrival.
Shop with confidence during the holiday season. nadasawaya.com is offering an extended return policy, giving you one less thing to think about during this busy time of year. Any purchase made after November 15, 2019, can be returned by January 10, 2020, as long as it is postmarked by this date.
nadasawaya.com reserves the right to reject any returns that do not comply with our return’s conditions above. If your package is not accepted, it will be sent back to you at your expense and a refund cannot be granted.
This policy does not supersede our Terms & Conditions
You will receive email notification once your return has been received and processed.
WHO PAYS FOR RETURN DELIVERY?
A pre-paid FedEx shipping label will be emailed to you for your convenience. No postage is required upfront. A $12.00 return shipping fee will be deducted from your final refund.
If you choose not to use the prepaid FEDEX return-shipping label that will be emailed to you, you are welcome to use a postal carrier of your choosing and at your own cost.
Please send the return package to the following address:
320 west 38th street, Suite 2323
New York, NY 10018
Tel: +1 917 224 6337
Please contact Customer service with any questions about our Return Policy.
**Sale products are not eligible for return, refund or exchange.
DO YOU REFUND DELIVERY OR SALES TAX?
Note that we do not refund shipping charges but we do refund Sales Tax on all returns.
Any additional queries please email Customer service and we will be happy to assist you.
HOW LONG WILL IT TAKE TO RECEIVE MY REFUND?
Once your return package is received at our warehouse, an email advising that your refund is in process will be sent.
Your refund will be processed in the same form of payment originally used for the purchase minus shipping charges within 5-7 days of our receiving the returned order. Credit for gift returns will be issued to the original purchaser. Please note it may take up to 30 days to appear on your credit card depending on your billing cycle.
You will be notified via email to the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the refund request from nadasawaya.com
We are unable to offer exchanges on international orders.
Due to the sometime lengthy delivery and customs clearance time for international orders, we must require that Return Authorization requests for all international orders be made within 48 HOURS of receipt of delivery. International returns must be received within seven business days from issuance of Return Authorization. Return shipping for all international orders is the responsibility of the customer, and we strongly suggest the purchase of insurance for the full value of any return merchandise, in addition to delivery confirmation or order tracking. We cannot accept responsibility for any return merchandise that is lost or damaged in transit. For full information about international returns, please contact Customer service
Customs charges for returning the product will not be covered by nadasawaya.com, any charges will be due to be payable by the customer if incurred by nadasawaya.com and will be subtracted from any refund due.
If an item is returned to us because a customer refused to pay for any import taxes or customs duties due payable, nadasawaya.com will seek to recover from the customer all costs or any fees incurred by nadasawaya.com.
Please note that if you refuse to pay custom duties upon delivery, a refund will only be issued after the product has been returned to us. Normally the return of the product to nadasawaya.com the process takes 1-2 weeks, but depending on the country’s customs officers, the nadasawaya.com product could be held by the boarder for up to a maximum of 10 weeks, nadasawaya.com is unable to offer a refund until the bag is safely returned to our logistics depot.
HOW DO I EXCHANGE AN ITEM?
Due to the select nature of our merchandise, nadasawaya.com regrets that we cannot guarantee availability of merchandise for exchanges. Please contact us for exchange assistance.
There is no charge to exchange items for a different color, however all exchanges are based on stock availability. Standard shipping is also free on the replacement item, but if you are based outside the US, you will need to pay for shipping, taxes and duties on this.
Simply request a Returns Merchandise Authorization (RMA) number through your nadasawaya.com account and specify the new color you require.
Please note that we are only able to offer color exchanges. If you wish to exchange your item for an alternative style, we suggest that you return it for a voucher and purchase the new item separately.
Shipped items that are either refused by the customer or cannot be delivered by the carrier, will be returned to nadasawaya.com and the customer will be credited for the product cost and tax, less shipping and handling.
Customer will be required to place a new order and will be responsible for any associated shipping charges.
OFF-PRICE AND SALE EVENT PURCHASES
No cancellations or modification will be honored for orders placed on our online sales.
All sales items are final sale. No returns or exchanges. Free shipping is not included.
For any questions, please visit our contact us page or feel free to email Customer service
Currently, we do not offer Gift-wrapping.
HOW CAN I SUBSCRIBE TO YOUR NEWSLETTER?
Glad you asked! You can subscribe by entering your email address in the Sign up for our newsletter field at the bottom of every page. We’ll keep you informed on everything nadasawaya.com including new products and maybe even a sale or two!
PRODUCT QUALITY AND GUARANTEE
At nadasawaya.com, we value and appreciate your loyalty towards our brand. We take pride in the Nada Sawaya brand and want you to have the utmost satisfaction with your purchase.
All nadasawaya.com products purchased from our online store, are covered under a limited 6 months warranty from the original date of purchase. The warranty covers our products against manufacturer's defects. This warranty does not include damages resulting from normal wear and tear, dye transference, natural imperfections, or any form of alteration or repair performed by anyone other than the authorized Nada Sawaya Repair Center.
FAULTY ITEMS AND REPAIRS
All merchandise is quality-inspected prior to shipment. If you find a product to be defective, please notify our Customer service as soon as possible.
We offer a complimentary repair service for 6 months from the day you purchased if we define that the problem with the product has occurred not from ill-usage but with a fault either with production or with an element of the production and assembly process.
Please email images of your product, including detailed images of the damaged area to Customer service.
Shipping and customs charges for returning the product will not be covered by nadasawaya.com.
General wear and tear will not be covered by this service and all complimentary repairs are at the discretion of nadasawaya.com
Please note that we will require valid proof of purchase before we proceed with any repair.
nadasawaya.com products may only be returned or repaired after we have issued a Return Authorization.
Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same color, subject to availability. You will receive a full refund if the item cannot be repaired or replaced.
For all faulty items, outside of our Repair Policy, please contact Customer service
WHERE CAN I REPAIR OR REFURBISH MY BAG?
Should you need to repair or refurbish an item purchased online for more than 6 months, we are happy to suggest the following repair specialists.
10 West 55st,
New York New York, 10019
Tel: +1(212) 262 4823
Fax: +1(212) 262 4780
Please note nadasawaya.com has made these recommendations solely as a courtesy to those wishing repair our products. Consumers who make use of these locations have the sole responsibility for evaluating the suitability of the locations, their operations and the results of any repairs conducted thereby. nadasawaya.com assumes no responsibility or liability related thereto and makes no representation or warranty regarding, and does not endorse or approve, these repair specialists, or any of the products or services they offer.
HOW DO I LOOK AFTER MY PRODUCT?
NADA SAWAYA handbags and accessories are made with artisan quality European leather. Each piece is hand-finished to enhance the grain’s natural beauty. Marks and color variations occur in even the most premium and luxurious hides; these are natural and add to the distinction of each individual piece.
A NADA SAWAYA leather good will become more beautiful with age.
To care for and extend the life of your handbag or accessory
In case of problems:
The epitome of luxury and sophistication, exotic leather has long played a pivotal role in design. Each hide is truly unique, allowing designers and craftsmen to create one-of-a-kind piece. Natural variations in scale patterns, color and thickness occur in all exotic leathers.
To care for and extend the life of your exotic leather handbag or accessory:
In case of problems:
Python is a delicate exotic material and requires special care to maintain it looking new so you can use your handbag for years into the future. With proper care and use, your exotic leather piece will last for generations
WHAT'S THE PROCESS TO BECOME A WHOLESALE CUSTOMER?
Contact WHOLESALE with the following information and one of our team will get back to you!