A MORNING IN THE WAREHOUSE

Today we invite you to explore another corner of Naguisa . Join us on a tour of the warehouse , where we will spend a morning with Alegría, Greta and Montse. They will show us everything that happens from the moment you press the buy button until you receive your order at home. In addition, they will answer some of your frequently asked questions. Come with us!

Greta , a Riojan who came to Barcelona for love and is still here. For more than 4 years, she has been working at Naguisa to make sure everything is perfect and you can wear new shoes with just one click. Her passion and creativity combine perfectly with her precision and dedication, making her a key part of the team.

Alegría , our logistics manager. She lives in Zaragoza, and from there she is in charge of everything that happens once you have placed your order at Naguisa. She continues to train and her global vision and organizational skills are essential for your purchase to reach its destination efficiently and on time.

Montse is in charge of managing the warehouse. She is responsible for ensuring that the products are in perfect condition and that they are properly packaged before being sent to their destination. In addition, Montse makes sure that the entire shipping process is smooth and that you receive your new Naguisa in perfect condition and in the shortest possible time.

Greta, how do you manage coordination between different departments to ensure a smooth shipping process?

Internal communication at Naguisa is very important to ensure that the preparation and shipping process for each order is fluid and satisfactory for our clients.

We have structured the flow of information between the different departments in such a way that each one knows when they must act. We have different management technologies and internal action protocols to resolve any possible incidents that may arise.

The goal is to ensure that all orders arrive correctly and in the shortest possible time!

How do you work with other departments, such as customer service, to improve the shipping experience?

Customer service plays a crucial role in the shipping process and, above all, in the customer experience.

Clear and precise communication is essential to be able to resolve any queries or needs that may arise during shipping, such as a change in the delivery address.

Another key aspect of the customer service department during this process is collecting customer feedback. This is how we try to improve the shipping process and the experience of our customers.

Joy, do you ship worldwide?

We ship worldwide except to Korea, where we have a special agreement with our distributor. But apart from that exception, many international shipments leave our warehouse daily to countries in Europe and the USA.

Are there any exceptions?

We do not ship to the Canary Islands, as the shipping process must be handled as an export, even if it is a region within Spain.

How long does it take for a domestic shipment to arrive?

Domestic shipping takes between 2-5 business days . Most shipments are delivered within one or two days, and that's how we try to ensure that customers can receive their orders as quickly as possible.

And International?

International shipping, depending on the destination, takes between 2 and 10 business days.

Joy, how do you manage possible delays in a delivery?

For domestic shipments, if they take more than 3 working days, contact the shipping company immediately. It is necessary to know the reason for the delay as soon as possible and try to manage it. It is also very important for us that customers can obtain information in advance.

With international shipments, there may be a delay due to Customs. This is usually the most common reason why shipments are delayed. In these cases, as soon as we have information about the delay, we prepare all the necessary documentation to be able to manage it and speak with the transport company so that they can deliver it as soon as possible.

Returns are often a somewhat tedious process. Could you explain how to do it correctly?

The most important thing for the return process to be as quick and clear as possible is that the return arrives at our warehouses correctly formed , that is, with the order number and the name of the person who made the purchase. In this way we can identify the order to which it corresponds and once the quality process has been carried out, proceed with the refund of the amount of the order within the agreed period.

For exchanges and returns outside Europe, it is necessary to contact customer service to provide the necessary customs information.

How are incidents in shipping handled, such as lost or damaged packages?

Thanks to daily order tracking, any incident that may arise during delivery is communicated to customers and the best solution is sought. If, for example, the package has been lost, we would make a new delivery.

For any questions regarding a product or queries about your order, remember that you can contact our team via email: customercare@naguisa.com