Returns and FAQ

Why Naja?

How does Naja empower women? We want to disrupt the way lingerie is marketed toward women by creating a brand that seeks to empower women instead of objectifying them. We did away with fake wind blowing into models’ hair and poses singularly aimed at the male gaze in order to connect with the smart, courageous, and sexy women of today.

Naja’s garment factory primarily employs single mothers or female heads of households where they are paid above market wages with healthcare benefits. We chose to aid single mothers because many have to choose between working and caring for their children. At Naja, we’ve implemented flexible work policies that make it easier for women to balance work and childcare. Every child of a Naja garment worker receives books, school supplies, uniforms and all school meals paid by Naja.
What is the Underwear for Hope program? Through our Underwear for Hope program, Naja employs women in the slums of Medellin, Colombia to make lingerie bags that are offered with each Naja purchase. This program allows marginalized women, who would otherwise have difficulty finding employment opportunities, to work from home and become their own “micro-entrepreneurs”. A percentage of Naja’s revenue is also donated to local charities that provide continuing education to these women. With each purchase of Naja, you can feel good knowing that you are contributing to bettering a woman’s life.
How does Naja support the environment? We believe in caring for our environment and in the preservation of a clean ecosystem for all of its living beings. As a result, we make every effort to reduce our environmental footprint. We use digital and sublimation printing technologies to print our garments because they are the most environmentally friendly processes for creating printed fabric. Billions of gallons of water are used each year to dye fabric for the garment industry. With digital printing, our water waste is next to none. We strive to include fabrics made from recycled plastic bottles in each of our collections and we are constantly in search of new fabrics and technologies that are good for the earth and good for you.
What sets Naja’s designs apart? Naja’s on-trend designs stand out in a market where everything looks the same. Our products are characterized by meticulous attention to detail and feature design elements previously reserved almost exclusively for luxury lingerie.

We know you appreciate the finer things. From our breathable memory foam cups, hand-harvested Peruvian cotton, and stylish and unexpected interior prints – we take pride in our artistry.

Shipping, Returns & Exchanges

All Sale items are FINAL SALE and cannot be returned or exchanged, regardless of whether there was an issue with the fit.

If you are buying Sale items for yourself or as a gift, please be sure you select the correct size as these items cannot be returned or exchanged.

Any items returned after the 15-day return period cannot be returned or exchanged.

Items purchased as a gift by someone else for you or for you to give to someone else are still subject to the 15-day return period.

If you return items that Naja or its fulfillment center determine are dirty or damaged due to customer fault and a refund or exchange is denied, Naja will be unable to return those items to you.

Naja does not pay for return shipping.

What is this “Notify Me” button that I see? There is a “Notify Me” button visible on Sold Out products that allows us to inform you when more inventory is in stock. However, because we typically produce limited batches of items, we cannot guarantee that a Sold Out item will be reproduced. If this appears to be the case, contact us at support@naja.co and we will be happy to assist you with finding another something special to tickle your fancy.
What are your shipping options? We offer free standard shipping for US orders over $75 via USPS Ground. We also offer the option of USPS Priority Mail 2-Day, FedEx 2 Day and FedEx Standard Overnight for an additional fee based on your location.
Do you ship internationally? All international orders are shipped via FedEx with exception to some parts of Canada by US Postal Service / Canada Post. Please note that the buyer is subject to taxes and duties upon import. It is the recipient's responsibility to pay the fees, which may vary by country. Also note that FedEx does not notify buyers of taxes and duties prior to delivery, Naja is unable to calculate these taxes and duties prior to delivery, thus these taxes and duties are not included in the shipping cost at the time of purchase. Please note that once your purchase leaves our fulfillment center, its delivery to you is beyond our control. Naja cannot control and is not responsible for long delivery times or delays in customs for international orders.
I just placed an order. Where is my shipping confirmation? Please allow us 1-2 business days for your order to be packaged and shipped. Once it has been dispatched, you will receive a shipping confirmation email with tracking details.
Can I cancel my order? When an order is placed on naja.co, we begin processing it immediately to ensure prompt delivery. We are unable to cancel or change an order once it has been submitted, but upon receipt you are welcome to return the items. As a reminder, all sale items are FINAL SALE and cannot be returned or exchanged, regardless whether there was an issue with the fit. Naja does not pay for return shipping.
What is pre-order, and when will my items ship? Pre-order is a way of guaranteeing you will receive the product you want in your size. Items are on pre-ordered anywhere from 8 weeks to 12 weeks, unless stated otherwise, and ship about a week after we receive the inventory in our warehouse. We do our best to include delivery estimates on the product pages for your convenience. If there are ever any delays in production, we will reach out to you as soon as possible.
My order shows as delivered, where is it? Once we ship, the delivery time is dependent the speed of shipping selected with USPS or FedEx. During the holidays, please allow extra time for delivery of your order. With the USPS or FedEx tracking number provided, please contact your shipper for further delivery details after you place your order.

We ship to the address specified in the order. Please make sure that you entered your information correctly. Naja is not responsible for issues relating to incorrect or undeliverable addresses and does not pay for shipping related to such issues.
What is your return policy? Unworn merchandise may be returned for exchange or a full refund if returned within 15 days after delivery of your order.

Because our designs are limited edition and not offered on our site for a very long time, items returned after the 15-day return period cannot be returned or exchanged.

Unworn Bras and Active wear with the tags still on are returnable for exchange or refund. Panties and Swimwear are returnable as long as any tags have not been removed and the liner has not been tampered with or removed. For health reasons, if the liner has been tampered with or removed, we will not be able to accept the return.

All Sale items are FINAL SALE and cannot be returned or exchanged, regardless of whether there was an issue with the fit.

If you are buying Sale items for yourself or as a gift, please be sure you select the correct size as these items cannot be returned or exchanged.

Any items returned after the 15-day return period cannot be returned or exchanged.

If you return items that Naja or its fulfillment center determine are dirty or damaged due to customer fault and a refund or exchange is denied, Naja will return those items to you solely at its discretion.

Naja does not pay for return shipping.

I received a damaged product. What is your return policy? All Naja products are guaranteed for one year against manufacturing and workmanship defects. If you have a problem with your product, please email support@naja.co and we'll repair or exchange it for the same or similar product.

Naja's guarantee does not cover ordinary wear and tear or damage caused by improper use or accidents.
I returned my order, where is my refund? Naja will issue a refund within 14 business days of receiving and processing your returned order in our warehouse.

Sizing

Do your styles run true to size? Our Size Guide is a great reference to get you started with general information regarding our sizing of bras, panties, Swimwear and Active Wear.

Additionally, for every garment we try to include information regarding its specific size and fit. Please refer to the product description for this information.
What sizes do you carry? We currently carry the following sizes (not all styles come in every size):

XS, S, M, L, XL, 2XL in Panties
Band size 32-40 and cup A-DDD in Bras
S, M, L XL in Bralettes
S, M, L XL in Active Wear
S, M, L XL in Swim
Will you be offering more sizes in the future? At Naja we believe that all women are beautiful and deserve to feel empowered and confident in the clothing they wear. We celebrate women of all sizes, but as a small company focused on minimizing our environmental footprint, we have high production costs and cannot currently afford to stock our garments in a wider range of sizes.

Care Instructions

Given the delicate, handmade nature of our garments, we recommend that they all be washed by hand and laid flat to dry.

My Account

How do I create an account? Creating a Naja customer account allows you to store billing and shipping information so that you do not have to enter it every time you place an order. Please note that Naja does not store credit card information for your security. You can also see keep track of all purchases made while logged into your account. To create an account, please enter your information here.
How can I recover/change my password? If you cannot remember your password or need to change your password, simply click on the “Forgot Password” link. You will need to enter the email address associated with your account and click the submit button. After clicking the submit button, you will be emailed a “reset password” link along with direction as to how to recover or change your password.
How do I update my account information? You can update your account information by logging into your customer account here.
I am getting emails but I can’t login? If you are receiving email notifications from Naja, you may not necessarily have a naja.co profile, yet! Please feel free to create an account here.
How do I subscribe to your email newsletter? Subscribe to our emails simply and easily by entering your email address here.
How do I unsubscribe to your email newsletter? To be removed from our email list, simply click on the "Unsubscribe" link found at the bottom of the email received. Or, login to your account, and under the "Mailing List" section you can uncheck the email notification box.
Have a question that we haven’t answered?
We would love to hear from you! Please contact us at support@naja.co.