FAQ's
Welcome to our FAQ, we are so happy to have you here and as a customer.
We have tried to answer the most common questions.
Ordering & Subscriptions
Where can I purchase NAQI?
NAQI is currently available online only!
Do I need an account to place an order?
No, you can check out as a guest. But creating an account lets you track your orders, manage delivery details and set up or update a subscription. Although, if you do sign up you receive exclusive access to new launches, special offers and discounts!
How does the subscription work?
With a subscription, your chosen products are delivered to you regularly. You can cancel your subscription anytime from your account, just ensure it is done before your next billing date.
How do I update or cancel my subscription?
Log into your account to make any changes. You can update your delivery schedule, or cancel before your next billing date.
Shipping & Delivery
Where do you ship to?
We currently ship to Australia, New Zealand, Canada, Qatar, Saudi Arabia, United Arab Emirates, United Kingdom and the United States!
How long will my order take to arrive?
Orders are processed within 1-3 business days (excluding public holidays) from our Melbourne, Victoria facility. Delivery times vary by location and are shown at checkout.
Can I change my shipping address after placing an order?
If your order hasn’t shipped yet, email us at info@naqi.com.au as soon as possible. We can not guarantee changes once an order is in transit. Please ensure you check all your details before checking out.
Returns & Refunds
Below are some common questions about our products
Do you accept returns?
No, because we sell personal, consumable items and aim to minimise waste, we are unable to accept returns.
What if my order arrives damaged or incorrect?
We will make it right! Email us at info@naqi.com.au within 7 days of delivery with your order number and a photo and we will help sort it out.
Products & Availability
What happens if a product I ordered is out of stock?
If something is unavailable after you order, we will contact you with options such as a refund, waitlist or a suggested alternative.
Are your products safe for sensitive skin?
Yes. Our formulas are free from harsh chemicals, synthetic fragrances and dyes. They are safe for you, your family and the environment.
Pricing & Payment
What currency are your prices listed in?
All prices are in Australian dollars (AUD) and include GST, unless stated otherwise.
What payment methods do you accept?
We accept all major credit cards and other secure payment options shown at checkout.
Privacy & Security
What do you do with my personal information?
We only collect the information needed to fulfill your orders and improve your experience. Your data is handled securely and in accordance with our Privacy Policy.
Is my payment information secure?
Yes. Payments are processed via trusted third-party providers using secure encryption technology.
Legal Things
What if NAQI updates its Terms?
We may update our Terms from time to time - when we do, we will update the effective data at the type of the page. Continued use of the site means you accept the new Terms.
What law governs these Terms?
These terms are governed by the laws of Victoria, Australia.