Frequently asked questions
We have a 30 day return policy and offer free shipping options within the EU, including Norway and the UK. Shipping outside of the Nordic countries is usually 3-5 working days. Shipping outside of Europe is usually 5-9 working days. You can pay with debit and credit card. Depending on your location, you can also pay with an invoice via Klarna.
- If your product has a production defect, please contact us at [email protected]. Please can you include the following: Pictures or video of defect, Description of the problem, Order number, Serial number (this can be found on the washing label), Copy of your receipt. Once you have emailed this information through to [email protected], we will get back to you ASAP with the next steps.
- As long as your order has not been shipped, we can usually help you change the delivery address. Contact us on chat.
- If your package is not collected, it will eventually be returned to us and you will be charged an administrative fee of 30 EUR. A non-collected parcel is not considered as exercising your right of withdrawal.
- For deliveries outside of Sweden, Najell uses DHL and UPS.
- You will receive an email or text message from the shipping company when your order has left our warehouse. There you will find a link to track your package. If you have not received a tracking link, please check your spam. Otherwise contact us via our chat.
- Najell offers options with free shipping to pick up points to most countries within the EU, as well as Norway and the UK. For orders outside of the EU, cost for shipping will be added. If you live outside the European Union you might also have to pay duty fees when receiving your parcel.
- Sweden and Scandinavia: 2-3 working days. Europe: 3-5 working days. Rest of the world: 5-10 working days. If an order is placed during the weekend (or on a Swedish Holiday), it will be shipped the next working day at the earliest.
- It is not possible to combine multiple discount codes in one purchase.
- As long as the code you want to add is still valid, we can help you. Contact us via our chat with your order number and discount code and we will help you.
- You can enter the discount code at the checkout, before the payment options.
- Send us a chat and we’ll sort it out!
Shopping on najell
- Sometimes your order confirmation may end up in spam. So check there first. If you have not received an order confirmation within a few hours of placing your order, please send us a chat.
- No. Instead, place a new order and send us a chat and we may be able to co-pack your orders.
- The staff at our warehouse are fast and will pack your order the morning (weekdays) after the order is placed (if all items are in stock). Especially during high seasons, such as Black Week, it is not possible to cancel or change your order, due to the high volume of orders.
- Once your order is shipped, you will receive an email or text message with a tracking link where you can follow your order. Please note that it may take up to 24 hours until any information is visible from the shipping company. If you have not received an email please check your spam. Otherwise, send us a chat.
- Sometimes, products are available for pre-order, in which case you can place an order on our website as usual. Otherwise, unfortunately, you will have to wait until the product is back in stock.
- If you can't find a product on our website, it’s probably a product we no longer manufacture. Send us a chat if you have any further questions.
- All products come with an instruction manual. If you have lost your manual, you can always download it from the respective product page. On our Youtube channel, we also have instructional videos for most of our products. You can also find tips on our IGTV on Instagram.
- All Najell products are safety tested according to European standards and all materials we use are Oeko-tex standard 100 class 1 certified.
- The Najell Wrap should have a snug, yet comfortable, fit. The weight or size of the child is not a factor in choosing the right size. If you are between two sizes, we recommend that you choose the larger size. Keep in mind that the body is often more sensitive in the first few weeks after giving birth and that breasts can become larger.
- Most of our products can be washed at 40 degrees in the washing machine. Make sure your washing machine is clean and wash the product alone. We recommend using our laundry bag for extra protection. Use a mild detergent without bleach. Never use fabric softener. Follow each product’s washing instructions for longer durability.
- If something is not working on our website in the payment process, please contact us and we will try to help.
- Card payment (VISA, Mastercard, Maestro), PayPal, Apple Pay, Invoice or direct payment via Klarna (not available in all countries).
- Refunds will be made using the same payment method used for the purchase. If you pay via Klarna and make a return, you can simply go to the Klarna app or website and report the return and the payment will be paused until we have processed your return.
- After our warehouse has received your return and verified that the product is in its original condition, we will refund you within 7-14 working days.
- We have a 30 day return policy.
- When you make a return, a cost of 6 euro will be charged and automatically deducted from your refund. Please use the prepaid return way-bill. If you have not received a return way-bill, send us a chat. Returns can not be made as cash on delivery.
- Unfortunately, we don’t do exchanges. If you wish to change to another size/model, return the product as usual. Then place a new order with the desired size/model from our website. Please note that if you received a free gift with your purchase, you cannot exchange the gift.
- Send us a chat and we’ll sort it out!
- For promotional offers that include a gift with your purchase, you are required to return both the purchased product(s) and the free gift in the event of a return. Failure to do so will result in a charge of the value of the free gift at time of purchase. Please note that gift exchanges are not permissible. If you decide to return one or more purchased items, and your order still meets the minimum threshold for receiving the free gift, you may keep the gift without incurring any additional charges.