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- A MORNING...
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A MORNING IN THE WAREHOUSE
Today we’d like to invite you to explore a different side of Naguisa. Come along with us on a tour of the warehouse and spend the morning with Alegría, Greta, and Montse. They will show us the entire process of what goes on behind the scenes from when you first click the “buy now” button until your order arrives at your house. They will also answer some of your most frequently asked questions. Let’s go!
GRETA, OPERATIONS MANAGER
ALEGRÍA, LOGISTICS MANAGER
Greta, a native of La Rioja who moved to Barcelona for love, and there she stayed. She has been working at Naguisa for 4 years, making sure everything runs smoothly so you can debut your new shoes with just one click. Her passion and creativity pair perfectly with her precision and dedication, meaning she is a key piece of the puzzle that is our team.
Alegría, our head of logistics. She lives in Zaragoza, where she works overseeing the entire process that unfolds once a Naguisa order is placed. She is studying and her global vision and organizational skills are key to ensuring your purchase arrives at its destination in an efficient and timely manner.
Montse is in charge of managing the warehouse. She is responsible for overseeing that products are in perfect condition and are properly packaged prior to being sent to your home. Montse also makes sure the shipping and delivery process is streamlined so you can receive your new Naguisas as quickly as possible.
THE NAGUISA TEAM VISITING THE WAREHOUSE
Greta, how do you coordinate all the different departments to ensure a smooth delivery process?
Internal communication within Naguisa is incredibly important to making sure the preparation and delivery process of each and every order is streamlined and up to the standards of our customers.
The flow of information between different departments is structured such that each person knows exactly when it is their turn to intervene. We use different management technologies and internal action protocols to manage potential incidents that could arise.
The goal is for all orders to arrive accordingly and in as little time as possible!
How do you collaborate with other departments, for example the customer service team, to improve the delivery process customer journey?
The customer service team plays a key role in the delivery process and specifically in the customer journey.
Clear and accurate communication is essential to being able to answer or solve queries or needs that arise during shipping, for example modifying delivery addresses.
Another core aspect of the customer service department during this process is gathering customer feedback. We use that feedback to try to improve the shipping process as well as our customers’ experience.
MONTSE REGISTERING REFERENCES
Alegría, do you ship anywhere in the world?
We ship all over the world with the exception of Korea, where we have an agreement with our distributor. But other than that, lots of international orders leave the warehouse on a daily basis to countries in Europe or to the U.S.
Are there any exceptions?
We don’t ship to the Canary Islands since the shipment has to be processed as an export, despite it being a part of Spain.
How long does shipping take for a national order?
National shipping takes from 2 to 5 business days. Most orders are delivered in one or two days, which is what we aim for, so our customers can receive their orders as soon as possible.
And international shipping?
Internationally, from 2-10 business days, depending on destination.
MONTSE SEALING BOXES TO SHIP
How do you handle potential delivery delays?
With national deliveries, when these take more than 3 business days, I contact the transport company immediately. We have to find out the reason for the delay as soon as possible and try to handle it. It is also important to us that our customers receive information in advance.
With international deliveries, orders can sometimes be delayed due to customs. That is the most common reason for delivery delays. In those cases, once we become aware of the delay, we prepare all the necessary information to handle it and then speak with the transport company to ensure the order is delivered as soon as possible.
CORNERS OF THE WAREHOUSE WITH THE NAGUISA READY TO BE SHIPPED
Returns are often tiresome and tedious. Can you tell us how to properly return something?
To ensure a return is as quick and simple as possible, the most important thing is to return the order to our warehouses with all the correct information, specifically the order number and the name of the person who made the purchase. This allows us to properly identify the order and, once the quality process is complete, continue with reimbursement of the amount paid within the established time frame.
For returns and exchanges outside of Europe, you will need to contact customer service for the necessary customs information.
NAGUISA BELTS IN THEIR BAGS
How are delivery incidents dealt with, such as lost or damaged packages?
Thanks to our daily order tracking, we notify our customers of any potential delivery issues and seek out the best solution. For example, if a package is lost, we send out a new product.
For any questions regarding products or orders, you can contact our team at the following email address: customercare@naguisa.com