SUPPORT
Order status & tracking
Order Status Page: After completing checkout, you'll receive a URL to the order status page with real-time updates. You can also log in to your customer account for this information.
Shop App: Download the Shop app and create a Shop account. The app provides real-time order status updates, delivery notifications, and live-map tracking.
Email Notifications: After every successful order, you'll get confirmation and shipping updates via email, including links to track the order. You can also opt-in for SMS updates by providing a phone number at checkout.
Manual Tracking: Use the provided tracking number and enter it in the Shop app, on the order status page, or visit the carrier's website to track your order.
Edit or cancel order
Change Shipping Address
Orders ship to the address you provide at checkout. You can update the address if the order is still processing, but once it ships, we cannot reroute or replace it.
- Log in to your customer account.
- Orders
- Edit Shipping Address
- Save the changes.
Cancel Order
To cancel a non-subscription order, contact us before it ships. A team member will assist with the cancellation.
Cancel Subscription
To cancel a subscription, log in to your customer account, select Subscriptions > choose a subscription to cancel > Overview > Cancel subscription.
Edit an Order
If your order is still processing, contact us to make changes. A team member may be able to adjust quantities, remove items, or update the shipping address, but it's not guaranteed. To modify a subscription, log in to your customer account.
Issue with order received
Missing Product
Inspect the contents of your package; orders include products wrapped in shipping paper and cardboard sleeves for protection. If an item is missing, contact us.
Damaged or Wrong Product
Report carrier damage or incorrect products by contacting us.
Feedback
We welcome feedback about your order and experience.
Share Feedback
If you have feedback on ideas for improvement, proposals, advertising campaigns, or similar suggestions, review our Unsolicited Submission Policy.
Accessing order history
To access your order history:
- view the confirmation page, available after placing an order
- log in to your customer account to access past orders and print your history
VAT invoices are available in your account for orders shipped to the European Union or the United Kingdom.
Returns & exchanges
I changed my mind.
The Return Policy indicates what products are returnable for a refund or store credit.
Eligibility for Returns
Submit your return request within 30 days of delivery.
- Products must be unused, in their original condition, and include all original packaging and tags.
- If your order included free or promotional items, they must also be returned. If missing, we will deduct the retail value from your refund.
Non-returnable items include:
- Final sale products
- Personalized and made-to-order items
- Undergarments
- Products with a broken freshness or hygienic seal
- Opened or used cosmetics, consumables, and perishables
How to Initiate a Return
You manage returns directly from your customer account.
Shipping for Returns
- A prepaid return label will be emailed to you, with the cost deducted from your refund.
- Alternatively, you may provide a shipping label, but we recommend selecting a service with tracking and insurance, as Navihi is not responsible for undelivered returns.
Shipping label notes:
- The prepaid label covers the weight and destination of the original shipment.
- Additional charges may apply if you use a different box or packing materials.
- Labels are GPS-tracked; do not include items from other orders, as they will not be refunded.
- If the return is due to our error or a defective product, we waive the shipping label fee.
Consult our Shipping Policy for more information.
Refunds
- Approved refunds will be returned to your original payment method.
- Please allow your bank or payment provider time to process the refund.
Initial shipping charges are non-refundable unless the return is due to our error or a defective product.
Luxury Goods
High-value items priced between $329–$5,999 require a contractual agreement before checkout. This agreement outlines specific return and refund terms. For more details, please review their product page or contact support.
Learn more about Luxury Goods
Exchange Policy
We don't offer exchanges at this time.
Navihi follows a sustainable, made-to-order production system, reducing product stagnation, excess emissions, and warehousing. This ensures hyper-focused quality, care, and freshness, as each product is crafted only when it finds a home.
Lost Order
Contact us within 24 days after the estimated delivery date to investigate the whereabouts of your package. Navihi orders are GPS-tracked and traceable by carrier route. If the tracking shows your package was delivered to the provided address on file, but you cannot locate it, we cannot reimburse or dispatch a replacement.
Steps You Can Take
- Check common drop-off areas like porches, mailrooms, or back doors.
- Verify with neighbors or anyone at the delivery destination if they accepted the package in your absence.
- Contact your carrier for further details or assistance.
- Report potential theft to local authorities if you suspect it was taken by porch pirates.
Product care
View Product Care for more information.
Advice for my routine
Navihi brands offer versatile products to enhance your routine through pairing, layering, or standalone use.
Incense
Pair fragrances together to create a unique scent blend.
Parfum
Layer a base scent with a lighter scent for a signature fragrance.
Room Spray
Try refreshingly light or zesty scents in the morning, earthy, loamy scents at midday, and aquatic and green fragrances in the evening.
Wax Melts
If space allows, add two favorite melts to your wax warmer for a robust aroma throughout your space.
Payments and charges
Acceptable Payment Methods
- Debit and Credit Cards: Visa, Mastercard, American Express, Discover, Diner's Club, UnionPay
- Navihi Gift Card
- Digital Wallets: Apple Pay, Google Pay, Shop Pay
- Local Payment Methods: Depending on eligibility, location, and region: Klarna, Bancontact, iDEAL.
- PayPal: Available in select regions with restrictions.
My payment was rejected.
Contact your bank or payment provider to ensure it isn't a technical error, that funds are available, that card details are correct, and you're authorized for online purchases. If the issue persists, try a different payment method.
Pending Payment Status
Some card providers may take a few extra days to process your payment.
Subscriptions
Manage Subscription
Log in to your customer account to view subscription details, skip your next order, edit shipping and payment information, cancel, pause, and resume a subscription.
Pause Subscription
Pausing a subscription is immediate. You won't receive further charges or upcoming orders. You can resume your subscription at any time.
Cancel Subscription
Cancelling a subscription is immediate and cannot be undone.
- Log in to your customer account and select Subscriptions.
- Select a subscription to cancel.
- Overview > Cancel subscription.
Gift cards
Redeeming a Gift Card
Enter the unique code at checkout. If the card balance is less than the order total, you can use another payment method for the remaining amount. You can use multiple gift cards on a single order.
Gift Card Balance
Find your balance with the following:
- gift card email notification
- gift card page
- contact us to retrieve this information for you
Replacing a Gift Card
If you misplace or lose your gift card, contact us to verify and deactivate it. We'll issue a digital replacement with the remaining balance.
Business inquiries and partnerships
We supply businesses, hotels, spas, and private clients, either for bulk orders or becoming stockists. We're thrilled to answer questions and provide you with more information.
Your personal information
To manage your account and make changes:
Name Changes
- Log in to your customer account.
- Click your initials in the top right corner and select Account information.
- Use the pencil icon in the Profile section to change your name.
Update Shipping Details
- Log in to your customer account.
- Click the pencil icon in the Addresses section to make changes.
You can update payment details and phone numbers and manage subscriptions in your customer account.
Contact us if you need assistance. We can do this for you.
Delete account
To remove your customer account, confirm deletion.
Account removal will remain pending until any ongoing services or applicable conditions are completed or resolved:
- pending orders
- an active subscription
- pending redactions due to GDPR requests
- you're the recipient of a scheduled gift card that hasn't been delivered yet
Redaction of Personal Data
Deleting your account includes an erasure request that removes personal data like your name and address from Shopify's records. Non-personal data, such as order details (items sold, date, time, and value), is retained. Shop app customer data is unaffected.
Pending Erasure Requests
If you placed an order within the last six months, your erasure request will remain pending for 180 days to account for potential chargebacks. Once this period ends, Shopify will automatically complete the request—no additional action is needed.
Customer account issue
If you're experiencing an issue with your account, contact us for assistance.
I'm interested in wholesale.
If you're ordering as a business, stockist, corporate, or government entity, contact us for additional services and tailored agreements.
I have my wholesale order and have questions.
Contact us for tailored support.
Order status & tracking
Order Status Page: After completing checkout, you'll receive a URL to the order status page with real-time updates. You can also log in to your customer account for this information.
Shop App: Download the Shop app and create a Shop account. The app provides real-time order status updates, delivery notifications, and live-map tracking.
Email Notifications: After every successful order, you'll get confirmation and shipping updates via email, including links to track the order. You can also opt-in for SMS updates by providing a phone number at checkout.
Manual Tracking: Use the provided tracking number and enter it in the Shop app, on the order status page, or visit the carrier's website to track your order.
Edit or cancel order
Change Shipping Address
Orders ship to the address you provide at checkout. You can update the address if the order is still processing, but once it ships, we cannot reroute or replace it.
- Log in to your customer account.
- Orders
- Edit Shipping Address
- Save the changes.
Cancel Order
To cancel a non-subscription order, contact us before it ships. A team member will assist with the cancellation.
Cancel Subscription
To cancel a subscription, log in to your customer account, select Subscriptions > choose a subscription to cancel > Overview > Cancel subscription.
Edit an Order
If your order is still processing, contact us to make changes. A team member may be able to adjust quantities, remove items, or update the shipping address, but it's not guaranteed. To modify a subscription, log in to your customer account.
Issue with order received
Missing Product
Inspect the contents of your package; orders include products wrapped in shipping paper and cardboard sleeves for protection. If an item is missing, contact us.
Damaged or Wrong Product
Report carrier damage or incorrect products by contacting us.
Feedback
We welcome feedback about your order and experience.
Share Feedback
If you have feedback on ideas for improvement, proposals, advertising campaigns, or similar suggestions, review our Unsolicited Submission Policy.
Accessing order history
To access your order history:
- view the confirmation page, available after placing an order
- log in to your customer account to access past orders and print your history
VAT invoices are available in your account for orders shipped to the European Union or the United Kingdom.
Returns & exchanges
I changed my mind.
The Return Policy indicates what products are returnable for a refund or store credit.
Eligibility for Returns
Submit your return request within 30 days of delivery.
- Products must be unused, in their original condition, and include all original packaging and tags.
- If your order included free or promotional items, they must also be returned. If missing, we will deduct the retail value from your refund.
Non-returnable items include:
- Final sale products
- Personalized and made-to-order items
- Undergarments
- Products with a broken freshness or hygienic seal
- Opened or used cosmetics, consumables, and perishables
How to Initiate a Return
You manage returns directly from your customer account.
Shipping for Returns
- A prepaid return label will be emailed to you, with the cost deducted from your refund.
- Alternatively, you may provide a shipping label, but we recommend selecting a service with tracking and insurance, as Navihi is not responsible for undelivered returns.
Shipping label notes:
- The prepaid label covers the weight and destination of the original shipment.
- Additional charges may apply if you use a different box or packing materials.
- Labels are GPS-tracked; do not include items from other orders, as they will not be refunded.
- If the return is due to our error or a defective product, we waive the shipping label fee.
Consult our Shipping Policy for more information.
Refunds
- Approved refunds will be returned to your original payment method.
- Please allow your bank or payment provider time to process the refund.
Initial shipping charges are non-refundable unless the return is due to our error or a defective product.
Luxury Goods
High-value items priced between $329–$5,999 require a contractual agreement before checkout. This agreement outlines specific return and refund terms. For more details, please review their product page or contact support.
Learn more about Luxury Goods
Exchange Policy
We don't offer exchanges at this time.
Navihi follows a sustainable, made-to-order production system, reducing product stagnation, excess emissions, and warehousing. This ensures hyper-focused quality, care, and freshness, as each product is crafted only when it finds a home.
Lost Order
Contact us within 24 days after the estimated delivery date to investigate the whereabouts of your package. Navihi orders are GPS-tracked and traceable by carrier route. If the tracking shows your package was delivered to the provided address on file, but you cannot locate it, we cannot reimburse or dispatch a replacement.
Steps You Can Take
- Check common drop-off areas like porches, mailrooms, or back doors.
- Verify with neighbors or anyone at the delivery destination if they accepted the package in your absence.
- Contact your carrier for further details or assistance.
- Report potential theft to local authorities if you suspect it was taken by porch pirates.
Product care
View Product Care for more information.
Advice for my routine
Navihi brands offer versatile products to enhance your routine through pairing, layering, or standalone use.
Incense
Pair fragrances together to create a unique scent blend.
Parfum
Layer a base scent with a lighter scent for a signature fragrance.
Room Spray
Try refreshingly light or zesty scents in the morning, earthy, loamy scents at midday, and aquatic and green fragrances in the evening.
Wax Melts
If space allows, add two favorite melts to your wax warmer for a robust aroma throughout your space.
Payments and charges
Acceptable Payment Methods
- Debit and Credit Cards: Visa, Mastercard, American Express, Discover, Diner's Club, UnionPay
- Navihi Gift Card
- Digital Wallets: Apple Pay, Google Pay, Shop Pay
- Local Payment Methods: Depending on eligibility, location, and region: Klarna, Bancontact, iDEAL.
- PayPal: Available in select regions with restrictions.
My payment was rejected.
Contact your bank or payment provider to ensure it isn't a technical error, that funds are available, that card details are correct, and you're authorized for online purchases. If the issue persists, try a different payment method.
Pending Payment Status
Some card providers may take a few extra days to process your payment.
Subscriptions
Manage Subscription
Log in to your customer account to view subscription details, skip your next order, edit shipping and payment information, cancel, pause, and resume a subscription.
Pause Subscription
Pausing a subscription is immediate. You won't receive further charges or upcoming orders. You can resume your subscription at any time.
Cancel Subscription
Cancelling a subscription is immediate and cannot be undone.
- Log in to your customer account and select Subscriptions.
- Select a subscription to cancel.
- Overview > Cancel subscription.
Gift cards
Redeeming a Gift Card
Enter the unique code at checkout. If the card balance is less than the order total, you can use another payment method for the remaining amount. You can use multiple gift cards on a single order.
Gift Card Balance
Find your balance with the following:
- gift card email notification
- gift card page
- contact us to retrieve this information for you
Replacing a Gift Card
If you misplace or lose your gift card, contact us to verify and deactivate it. We'll issue a digital replacement with the remaining balance.
Business inquiries and partnerships
We supply businesses, hotels, spas, and private clients, either for bulk orders or becoming stockists. We're thrilled to answer questions and provide you with more information.
Your personal information
To manage your account and make changes:
Name Changes
- Log in to your customer account.
- Click your initials in the top right corner and select Account information.
- Use the pencil icon in the Profile section to change your name.
Update Shipping Details
- Log in to your customer account.
- Click the pencil icon in the Addresses section to make changes.
You can update payment details and phone numbers and manage subscriptions in your customer account.
Contact us if you need assistance. We can do this for you.
Delete account
To remove your customer account, confirm deletion.
Account removal will remain pending until any ongoing services or applicable conditions are completed or resolved:
- pending orders
- an active subscription
- pending redactions due to GDPR requests
- you're the recipient of a scheduled gift card that hasn't been delivered yet
Redaction of Personal Data
Deleting your account includes an erasure request that removes personal data like your name and address from Shopify's records. Non-personal data, such as order details (items sold, date, time, and value), is retained. Shop app customer data is unaffected.
Pending Erasure Requests
If you placed an order within the last six months, your erasure request will remain pending for 180 days to account for potential chargebacks. Once this period ends, Shopify will automatically complete the request—no additional action is needed.
Customer account issue
If you're experiencing an issue with your account, contact us for assistance.
I'm interested in wholesale.
If you're ordering as a business, stockist, corporate, or government entity, contact us for additional services and tailored agreements.
I have my wholesale order and have questions.
Contact us for tailored support.