Delivery & Returns
Shipping rates
United Arab Emirates
- Next Day Delivery is free.
GCC (Kuwait, Oman, Qatar, and Bahrain)
- Standard Delivery (3–5 working days) is $19, or free for orders over $100.
- Delivery may be subject to customs.
Europe
- Covers Austria, Belgium, France, Germany, Ireland, Italy, Portugal, Spain, the United Kingdom.
- Europe Standard Delivery is $19, or free for orders over $100.
- Delivery takes 7–10 working days and may be subject to customs.
US & Canada
- US & Canada Delivery is $15, or free for orders over $350.
- Delivery takes 7–10 working days and may be subject to customs.
Australia
- Standard Delivery is $19.
- Delivery takes 7–10 working days and may be subject to customs.
Rest of the world
- Rest of the World Delivery is $33.
- Delivery takes 7–10 working days and may be subject to customs.
Taxes and customs
- Import duties and taxes are already included in the price at checkout for covered markets.
- We ship to the address you enter at checkout. Narrae is not liable for lost, held, or damaged packages, or for delivery errors caused by an incorrect address. Your order confirmation is emailed to you straight away, so please review your details carefully.
Returns & refunds
If you are not entirely happy with your purchase, you may return it within 14 days of receiving it.
- To start a return, email info@narraetowels.com with your order number in the subject line.
- Once your return is accepted, we will share the return address. Return shipping costs are the customer's responsibility, and outbound shipping fees are non-refundable except where the law requires otherwise (see the EU section below).
- After we receive and inspect your return, we will let you know whether your refund is approved.
- If approved, your refund goes back to your original payment method within 7–15 business days. Your bank or card provider may need a little extra time to show it.
Defective or incorrect items
If your item arrives defective or is not what you ordered, please email info@narraetowels.com within 48 hours of delivery with your order number and 2–3 photos. This helps us put it right quickly. Reporting after this window may make a replacement or refund harder to process, but it does not affect your statutory rights, including for faults that appear later.
Exchanges
Exchanges are not available at this time. We process refunds instead.
For customers in the European Union: your right to cancel (right of withdrawal)
If you are a consumer in the European Union, you have additional rights under EU law, and where the general terms above differ, this section applies to you.
You have 14 days to change your mind. You may cancel your order within 14 days of receiving your towels, without giving any reason. If your order arrives in several parcels, the 14 days start from the day you receive the last item.
How to cancel. Tell us within the 14 days using our Cancel Your Order page, or by emailing info@narraetowels.com with your name and order number. Using the cancellation page is the quickest way and sends you an automatic confirmation.
Returning your towels. Send the towels back to us within 14 days of telling us you are cancelling. Return postage is your responsibility.
Your refund. We refund the full price you paid, plus the standard delivery cost we charged you, within 14 days of receiving your towels back, or of you showing they are on their way, whichever is sooner. If you chose a delivery option more expensive than our standard one, we refund the standard cost. No cancellation or handling fee is deducted for EU withdrawals.
Condition of the towels. You are welcome to unfold and inspect your towel as you would in a shop. If its value is reduced because it has been handled more than that, we may deduct a proportionate amount from your refund.
Bundles. If you bought a bundle, such as The Narrae Pair, and cancel only part of it, the bundle discount no longer applies to the towel you keep. Your refund is adjusted so the towel you keep is charged at its usual individual price, and the rest is refunded to you.
For any questions about cancelling, email info@narraetowels.com and we will help.
Contact
For any other questions, email our team at info@narraetowels.com.