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Where's My Stuff?
Managing Your Orders
In order to cancel the orders, customer can either contact the Customer Care Representative through live
chat or make a call.
Napoli honors cancellations made 120 hours prior to delivery. However, any cancellation made on the date of
delivery shall be subject to a fee of 20% from total bill amount. Additionally, there will be no cancellation accepted of
showroom items which are marked as "Last Piece".
Account Settings & Payment Methods
1. Payment confirmation pending: If you paid for your order using net banking, we may be awaiting
the payment confirmation from your bank. This can sometimes take few days. For immediate status,
contact your bank.
2. Problem in contacting your bank or credit card: Sometimes we may be unable to contact your bank or
card issuer which can cause delay. If so, you will receive an e-mail from us.
3. Incomplete payment: If your initial payment attempt was unsuccessful, your payment might stay in
pending stage.In such cases, try to restart the order. In this case the Customer care representative can ask
the customer to do the order process once again or for more help.
4. Payment made and cash deducted from the customers account but not received by Napoli.
5. Authentication failure results when wrong card details are entered. Or sometimes the OTP cannot be
verified or 3D secure password was not entered correctly. In such cases, you receive messages from the
bank that the payment could not be processed. Usually, money is not debited and you can try another
transaction after few minutes.
NOTE: If your payment is still processing, you will see a “We haven’t received payment confirmation from
your bank or credit card yet”. In such cases, do not attempt paying a second time unless you’re sure that your
payment failed. If you accidentally pay twice, we’ll refund your extra payment within a few days.
1. You accidentally entered incorrect credit/debit card details like name on the card, card number, CVV, 3D secure
PIN and expiry date. In case of an American Express card, your transaction could fail if your billing address zip
code is incorrect.
2.The card details you provided are no longer valid or need to be updated.
3. Your bank is going through an outage.
4. You accidentally closed/refreshed the page or pressed backspace while the transaction was being processed by
your bank.
5. The connection between Napoli and your Bank failed due to some technical issues and the transaction couldn’t
be completed.
6. Your card may be blocked for online transactions.
7. You might be using a card that is not accepted on Napoli
currently.
NOTE: In any of the above cases, you’ll have the option to “click here to restart your order” in Your Account. In
any of these cases we’ll send you an e-mail to notify you of the
payment failure.
Returns & Refunds
Refunds for all cash purchase will be done by cheque only and may take up to 7 working days. For any purchase done by card (debit/credit) will be refunded back to the same card within 7 working days only.
In order to return any orders, customer can either contact the Customer Care Representative through live
chat or make a call.
Refunds for all cash purchase will be done by cheque only and may take up to 7 working days. For any purchase
done by card (debit/credit) will be refunded back to the same card within 7 working days only.
Shipping Policies
Napoli will schedule deliveries upon receipt of full payment. All items purchased by customers can be put on lien
for no more than 3 days and in the event payments are incomplete, the items will be released to the showroom
for sale. Cheque payments are subject to clearance.
On the rare occasion that your order is delayed, please check your email & messages for updates. A new
delivery timeframe will be shared with you and you can also track its status by visiting My Orders.
Napoli UAE will communicate a clear date of delivery to its customers via SMS, email and telephone. In the event that no one is available to accept the item(s) from your end, the item(s) will be returned to Napoli and the customer will bear additional charges of AED 200 for the second delivery attempt. Any postponed orders on the part of the customers will bear additional costs based on Napoli storage fees which is 20% value of invoice. Please note that if there is any misinformation on the part of the customer regarding address and location that add delays in the delivery will be at no fault to Napoli UAE
Damages
Gifts & Gift Cards
Gift
cards can be bought from the Napoli site and can be gifted to your loved ones.
It is non refundable.
1. You can buy your gift card on clicking the Gift cards from the menu at the top.
2. Six
types of gift cards are available and can be chosen accordingly and click on
the “Buy Now” button.
3. Make the payment.
4. Go to your account->Gift Cards->your gift cards. You will get a secret Gift code and a link. You can send
the link and secret Gift code to your loved ones. 
Storage
Napoli customers can request storage of purchased items that have been paid in full for a period of maximum 10 days. Items not collected thereafter shall be considered unwanted and will be resold by Napoli. Under such conditions, Napoli can only offer an exchange with no cash refund.
Do not worry. Our support team
will help you.