FAQs– NADA SAWAYA

Step 1: Select an item from the site, choose a color and quantity, and then add to your shopping cart.

Step 2: When you’re ready to complete your order, click the “Check Out” button in your cart. You’ll be taken to the sign in page where you can sign into your NADA SAWAYA account, check out as a guest or go through PayPal, Apple Pay, Google pay or Shopify Checkout.

Step 3: You will be taken to the Shipping Information page. Make sure you review this page carefully, as we have limited ability to modify addresses once the order has been completed.

Step 4: Upon entering your address, you’ll then be taken to the payment information page. Please be sure to make sure that all of your billing information matches with what your financial institution has on file.

Please note: You may also enter your promo code on this page. (This is your only opportunity to enter your promo code)

Step 5: Once your payment information is entered you will be taken to the Place Order page to review all of your order details. Be sure to carefully review this information as we are unable to modify the items in your order once payment has been processed. You’ll be sent a confirmation email shortly after placing your order.

Our window for order cancellation is limited, usually up to 60 minutes from when the order has been processed within our system, and even within this time frame it is not guaranteed. If you wish to cancel your order, please contact us at Customer Care or +1 (929) 293-6166. and we'll make every effort to accommodate your needs.

Please note: If your order is ineligible for cancellation, you will be advised to return your items for a refund to the original form of payment. Please click here for directions on how to return your online order. Please allow 7 - 10 business days for your refund to be processed once the product arrives back to our warehouse.
Made-to-order items and personalized items are considered final sale and cannot be returned for a refund. Once a made-to-order has been confirmed, it cannot be cancelled.

At this time, we are unable modify order details once an order has been placed. This includes changing the color or size of an item, swapping out items and removing individual items from an existing order.

If you notice that you’ve made a mistake on your order, please contact our customer service and we will attempt to cancel the order so that you may replace it with the correct details.

Please note: If we find that an order is no longer eligible for cancellation, you’ll be advised to return any items that comply with our Return Policy and are in saleable condition for a refund to the original form of payment.

You can preorder the latest release straight from the Le 13. Simply place a deposit at the time of purchase, once your pre order is ready to ship you will be notified that the balance owed will be billed in full. Upon receiving the remaining balance your order will ship directly to you. If you prefer to shop within available stock, you will pay in full.

When you decide to purchase from our preorders, you are initially charged a deposit at checkout. Once you receive email confirmation that your preorder piece has arrived, our system will automatically process the remaining balance within 24 hours. The remaining balance will include any shipping fees, taxes and/or duties (when applicable).

The estimated delivery window for each particular item will be located on the product page underneath the price of the product. Once you have purchased an item, this information will be reflected in your confirmation email and in your "Order History" on your Nada Sawaya account.

Please note that we cannot provide a tighter delivery window until later in the production process. If you have any questions about the delivery window for a specific item, please contact Client Services at wecare@nadasawaya.com, or 1 (929) 293-6166.

Preordered items will ship separately from non-preordered items in an order. Preordered items cannot be shipped via express shipping.
International orders containing preordered items will ship all at the same time once the preordered item is ready to ship.
Orders with items marked with an Estimated Ship Date will all ship at the same time with the selected shipping method.

You may only cancel a pre order if the option is still active on site. After a pre order event has ended, the order may not be cancelled unless the shipment has been unavoidably delayed past the stated estimated delivery window. Any other cancellation requests are at the discretion of Nada Sawaya and may only be refunded as Site Credit.

We can occasionally accommodate late order requests once a pre order event has expired on site.
Please contact our Client Services Team at wecare@nadasawaya.com, or 1 (929) 293-6166 to discuss your options.

If a late or special-order request is approved, the piece will be Final Sale and not eligible for cancellation or return.

Creating a NADA SAWAYA account allows you to:

1. Store multiple shipping and billing addresses to expedite your checkout;

2. Save the contents of your shopping bag for later;

3. Easily access your current order details and history;

4. Save credit card information to expedite checkout;

5. Enrolls you automatically into our Loyalty Program

Nada Sawaya may offer promotions from time to time, which will be sent through our online Newsletter. Promotional codes must by applied during checkout and have an expiration date and possible transactional restrictions. The expiration date and restrictions can be found in the fine details listed beneath the promotional offer. Only one promotional code may be applied to an order.

Complimentary shipping and free returns in the US. All orders are processed Monday through Friday, excluding Saturday, Sunday and holidays.

Complimentary ground deliveries made Tuesday-Saturday / Two day $25.00 deliveries made Monday-Friday / Next day $35.00 deliveries made Monday-Friday

For Alaska, Hawaii and Puerto Rico:

Two day $25.00 deliveries made Monday-Friday.

Ground Service, Saturday delivery and same day delivery options are not available.

Two day and Next day deliveries are made Monday through Friday excluding Saturday, Sunday and holidays. Ground deliveries are made Tuesday through Saturday excluding Sunday and holidays. NADA SAWAYA cannot be held responsible for unanticipated delivery delays beyond NADA SAWAYA’s control.

We recommend reviewing your order details on the order review page before submitting your order, or reviewing the order confirmation email that is sent to you shortly after your order is placed.

NADASAWAYA.com ships internationally with Fedex.com.

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 a shipment cannot be delivered to your location.

FedEx International Priority provides delivery typically within 1-3 business days to more than 215 countries and territories. Major cities in Canada and Mexico typically take 1 business day. Major cities in Europe and Asia typically take 2 business days

FedEx International Economy, a cost-effective delivery option, typically takes 2–5 business days to more than 215 countries and territories. Delivery takes 2 - 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 product 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 will be.

Shipping Rates

The international shipping cost will be calculated based on the service level, the number of items purchased, the weight of the items and the destination country.

*Please note that all International shipments are sent DDU (Delivered Duty Unpaid). All duties and taxes shall be borne the purchaser.

Delivery Times

Orders must be placed by 2 pm (EST)

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.

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 upon delivery of goods. Most countries have a personal import allowance, but each region is different. Please check your country’s import costs and regulations carefully before placing your order.

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 product 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 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.

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 deducted from your product refund.

Please note that your order will be canceled and credit card refunded if customer service does not receive a reply to our request for additional information within 48 business hours.

Please contact Customer Care with any questions, or for more information about our International ordering policies.

We can only ship to one address per order. To ship to multiple addresses, please place a separate order for each mailing address.

What addresses are restricted in the US for Delivery? Purchases may not be shipped to P.O. boxes, APO/FPO addresses, hotels or freight forwarders. To bill an order to your APO/FPO address, please contact us at Customer Care or +1 (917) 224-6337.

For security reasons, all NADA SAWAYA purchases require an adult signature upon delivery. If you are unavailable to sign for your package, the driver will leave a notification on your door, informing you of the delivery attempt. The driver will make a total of three delivery attempts on three consecutive business days and temporarily hold the delivery at a location near you. If you are still unavailable to sign for your package, the package will be returned to sender. Please note that NADA SAWAYA is not responsible for unanticipated delays.

Orders for product that is available immediately are processed the same day if the order is placed from Monday through Friday by 5 pm (EST). For all other orders placed after 5 pm (EST) they will be processed the next delivery day.

Ground: 3 - 5 business days / Two Day: 2 business days / Next Day: 1 business day

Pre-Orders are estimated to ship with complimentary ground service during the delivery window provided. Please be aware that they may arrive sooner or later than anticipated. Your credit card will be charged at the time of order. A delivery confirmation containing your order details will be emailed to you as soon as your purchase has been shipped.

NADA SAWAYA will accept product in its original condition including the dust bag. The box in which you have received your bag has two labels, one used for shipping and one used for returns.

Product that has been worn, used, altered or damaged will not be accepted. Certain items are shipped with a tag attached. Returns on these specific items will only be honored if the label remains intact.

NADA SAWAYA reserves the right to refuse return of any product that does not meet the above return requirements in NADASAWAYA’s sole discretion.

For US orders, simply contact Customer Care. Make sure you have your order number, billing zip code and the email address used to place the order, as you'll need this information to initiate your exchange or return.

We recommend utilizing the prepaid label provided by NADASAWAYA.com. NADA SAWAYA will not assume responsibility for reimbursement or any compensation in the event that return packages are lost, stolen, mishandled or damaged (i) prior to acceptance by FedEx, when utilizing the pre-paid label provided by NADA SAWAYA or (ii) in the event that the prepaid label provided by NADA SAWAYA is not used for the return shipment.

Gift items purchased on NADASAWAYA.com may be returned. However, refunds may only be issued to the same credit card used in the original payment.

NADASAWAYA.com cannot accommodate automatic exchanges at this time. Please return the original item for a refund using the return instructions provided in your shipment and a new purchase can then be placed on NADASAWAYA.com.

QuadPay does not approve every order. Our automated system takes into account various factors to determine whether you are approved and what spend limit we can provide you with.
If you are a repeat purchaser and have made all your repayments in time, there is a good chance you will receive a higher limit than somebody who is a new customer.
We also look at the total value of your order and can deny transactions if they exceed certain limits. Sometimes reducing the value of your order can help.

If for whatever reason you’re having an issue paying on time contact support@quadpay.com.

You will be notified via text message or email of the upcoming charge. If the charge remains unpaid for seven days, we will incur a $7 late fee on missing a scheduled payment with a further $7 added seven days after payment due so it’s important to notify QuadPay to avoid a late fee if you’re having trouble updating your payment.

QuadPay associates a Payment Card with an Order when you first complete the checkout process for that Order. If you need to change which payment method is used for future installments for an Order, follow these steps to associate a different card with a given Order. This will cause all further installments for that Order to be billed against your new Payment Card. You will need to repeat this process for each Order you would like to migrate to a new Payment Card. If you would like to use a Payment Card not yet associated with your QuadPay account, follow these instructions to add that card to your account first:
Log into the Customer Portal at https://customer.quadpay.com/login
Go to the Orders Page
Click View Order for the order you would like to change
Click Edit next to the Payment Card in the Order Details
Click Use This Card next to the card you would like to use for future installments

QuadPay has a portal where you can log in by entering just their mobile number and have instant access to their past and current orders.

Visit https://customer.quadpay.com/login
Log in to your account
Navigate to Order -> View Order

You'll be able to see which installments have been paid and which installments are still outstanding

If you have not already paid all four installments, then we will apply a credit towards them. If the credit is more than your open installments it may be split up; partially applied to your payment plan and partially refunded to your credit card associated with the order.

If you have already paid all four installments, then we will refund your credit card associated with the order.

Just like you pay in installments we will refund you in that manner. So, make sure you look through your credit card statement for 1-4 refunds from QuadPay.

Nada Sawaya leather goods contain a NFC (Near Field Communication) tag behind the logo. By scanning the NFC tag you will find information about the piece (serial number, product code, digital signature of authenticity) to guarantee the authenticity and the quality of it. The tag can be read by a NFC device and does not contain any personal data nor can identify who detain the product. For more information please contact: privacy@Nadasawaya.com

Avoid over-filling your NADA SAWAYA bags to ensure they maintain their original shapes. This will also prevent damage to the shoulder strap, and handles. When not in use, your NADA SAWAYA bags and accessories should be filled with white tissue paper and stored them in their original dust bags. Special handles should be folded inside to avoid marks on the delicate skin.

To protect the surface of your leather goods, avoid contact with rough or abrasive materials and keep your leather goods away from chemicals, greasy substances, make-up products or Fragrances.

Make sure to protect your leather goods from water, humidity and extreme temperatures. Should they get wet, immediately absorb any moisture by patting (do not wipe) using a soft dry cloth.

In the event of a stain, try to clean and dry immediately by patting gently with a soft dry white cloth. Do not apply harsh liquids like alcohol, solvents or stain removers onto the leather or textile surfaces.

Avoid extended exposure to sunlight or artificial light, as the color of your leather goods may fade. White leather goods are extremely sensitive to light, and the leather may turn yellow if exposed for an extended period of time.

Patent leather should not be in contact with PVC-coated surfaces as the color may transfer onto your leather piece.

For orders shipping within the US, sales tax will be charged at checkout on orders shipping to New York State and Delaware.

If you are shipping to any other region outside of the US, applicable duties will be charged at checkout.

When shipping to countries outside of the US (see list below), all destinations are delivered on a DDU (Delivery Duty Unpaid) basis, import taxes and duties will not be paid through Nada Sawaya, as well as all other non-customs-related local taxes. Instead, the shipping carrier will invoice you upon delivery of your merchandise.

For Pre orders, Taxes and Duties will be processed on the second payment.

Once your order has shipped, you will receive an email containing your order details and tracking number, which you can use to track your order online. If you are registered with Nada Sawaya, you can track the status of your delivery by signing into your account and selecting "My Account", followed by "Orders".

Your tracking number will not activate to show movement until the parcel is scanned in at the first courier-specific sorting facility, generally 24 hours or so after you receive your shipping notification.

Please note:

Before we can ship your order, we may need to confirm some additional details with your card issuer. Our delivery time starts from the moment an order begins processing and includes a 24/48-hour period where your items will be packed and shipped from our warehouse. This can take slightly longer during sale. Inclement weather conditions and international customs are also not factored into delivery time and may cause delays.

Nada Sawaya insures every package against theft and accidental damage while in transit, until it is delivered to your specified address. Once the package is delivered, we are no longer responsible for your purchased goods. If you are sending this package as a gift, the person who signs for the package confirms receipt and is accountable for the merchandise. If your box is damaged upon arrival, we recommend that you refuse the delivery. Please notify Client Services at wecare@nadasawaya.com, or 1 (929) 293-6166 if you have refused a package.

At this time, we can only submit reroute requests for orders that are being shipped through FedEx. If you need to change your shipping address, please contact us at 1-929-293-6166 us at wecare@nadasawaya.com and we'll make every effort to accommodate your needs.

Please note: If we find that your order is being shipped through FedEx Smart post or the U.S Postal Service, we will attempt to cancel your order prior to shipment. If we find that the order cannot be cancelled, you will be advised to contact your local postal office to discuss alternate delivery options.

FAQs

ORDERING

MY ORDER

PRE ORDERING

PAYMENTS

SHIPPING

RETURNS AND EXCHANGES

QUADPAY

ANTI-COUNTERFEITING

CARE INSTRUCTIONS

ADDITIONAL INQUIRIES