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Frequently asked questions

We have a 30 day return policy and offer free shipping options on orders over €59 within the EU and Norway. For orders below €59 a shipping cost will be added and calculated at check-out. Shipping outside of the Nordic countries is usually 3-5 working days. Shipping outside of Europe is usually 5-10 working days. You can pay with debit and credit card. Depending on your location, you can also pay with an invoice via Klarna.

  • Complaints

    • If your product has a production defect, please contact us at help@najell.com or register your complaint en the return and claim portal. You'll find it by clicking here. Please 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 help@najell.com or submitted it to our return and claim portal, we will get back to you within 14 days of receiving your complaint.

  • Delivery

    • 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 free shipping options on orders over €59 within the EU and Norway. For orders below €59 a shipping cost will be added and calculated at check-out. 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.

      For the UK Najell offers free shipping on all orders over £65. For orders below £65 a shipping cost will be added and calculated at check-out.

    • 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.

    • If you are not home at the time of the delivery, the carrier will inform you if the parcel will be delivered at a later stage or to a pick up point. The carrier will contact you through the email or phone number that you used when making the purchase. If the carrier is not able to reach you or deliver your order, the package will eventually be sent back to Najell.

  • Discounts

    • 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 reviews on our website are organic and only purchasing customers can make a review on the website. After placing a review, it is usually authenticated within a few days. No reviews have been paid for.

      All reviews, both positive and negative reviews are listed on the website. Reviews can be withheld if they are not related to the product or the service.

  • Usage

    • 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.
    • 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.

    • All items you buy from us are covered by the legal guarantee. Legal warranty means that a product is or should do what the consumer can reasonably expect it to do. A manufacturer's warranty also applies to some products. This guarantee does not detract from the legal guarantee.

  • Orders & Payments

    • 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).

    • When placing an order on Najell's website, you place wanted item/items in your basket. You can do this directly through the shop and category pages and on the product pages.

      To finalize your order, you click on the cart icon in the upper right corner and enter your shipping information. Then you press continue and proceed to choose your payment method and add your payment details. You click on "Pay Purchase" to complete your order. You will receive order confirmation to your email address when your order has been placed.

    • All prices quoted include VAT

  • Returns

    • Yes. We have a 30 day return policy. You can return your product/products by following the steps on this page: Return - Najell.

    • You can easily register your return in the return portal, you'll find it by clicking here. 

    • 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.

    • You have the right to withdraw from the agreement within 30 days without giving any reason. The withdrawal period will expire 30 days after the day you or a third party designated by you, who is not the carrier, physically takes possession of the goods. To exercise the right of withdrawal, you must inform us of your decision by submitting your return here: https://najell.com/returns or by sending an email to help@najell.com. We will assist you. To meet the withdrawal deadline, it is sufficient to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired, using the methods mentioned above.

      Note: Items on sale have a 14-day withdrawal period.

      Consequences of withdrawal If you withdraw from the agreement, a return fee of €6 will be applied within the EU. For countries outside of EU (with an exception of United Kingdom and Norway). You will pay for the cost of returning the products. We will reimburse all other payments received from you, including delivery costs (except for any supplementary costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us), without undue delay and no later than 14 days from the day we receive the returned products. If you return only part of your order, you will be reimbursed for the returned products, and a return fee of €6 (within the EU) will be deducted from your reimbursement. We will carry out the reimbursement using the same means of payment as you used for the initial transaction.

      We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is earlier. You must send back the goods or hand them over to us without undue delay and no later than 14 days from the day you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the 14-day period has expired. You will bear the direct cost of returning the goods, which is €6 within the EU.

      Our return address:
      Najell AB
      Nowaste
      Mineralgatan 16
      254 64 Helsingborg
      Sweden

      You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.