Napapijri Omdömen 396

Sizing is small
Excellent quality items
Returns easy and customer services very helpful

Napapijri systems were breached by fraudsters last year December and now they finally inform me my personal details may have been leaked, they don't even know how much information was stolen but advised me I might become the victim of identity theft. Potentially a large number of Napapijri customers might become victims with help from Napapijri as the source of the information leak.

View in browser
Logo Napapijri


Dear Customer,

We are writing to inform you about a recent data incident which involved some of your personal information held by the VF Group, of which Napapijri is part.

Below, you will find information about what happened, how we responded to the incident, how you may be impacted, what to do if you are concerned about your data and how you can contact us for more information.

What happened and how we reacted?

On December 13, we detected unauthorized activities on a part of our IT systems, apparently carried out by external threat actors.

Upon detecting the unauthorized activities, we immediately took steps to contain, assess and remediate the incident, including activating our internal incident response plan, hiring leading external cybersecurity experts to support with response activities and temporarily shutting down all IT systems that might be affected.

By December 15, we were able to complete the ejection of the unauthorized actors from our IT environment and we have now substantially restored all impacted IT systems and operations.

We have promptly involved the competent law enforcement agencies, that are supporting us with investigations, and we already notified the competent Data Protection Authority, as required under applicable law.

What personal data of yours might have been affected?

Our investigation revealed that the incident has affected some personal information of our customers, that we normally store and process in order to manage online purchases, such as email address, full name, phone number, billing address, shipping address. In certain cases, the affected data may also include order history, total order value, information about what payment method was used for the purchases.

Please note that, in any event, we never collect or retain in our IT systems any detailed payment/financial information, such as, for example, bank account or credit card information, so there is no chance that any detailed financial information was exposed to the threat actors. The information we hold is only what payment method was used for the purchases (for example “credit card”, “Paypal”, or “bank account payment”), with no additional details attached.

We can also confirm that no consumers’ passwords were exposed to the threat actors, so you can rest assured that the security of your online accounts was not affected as a result of this incident.

The evidence collected indicates that the affected data set may include one or more of the above personal data categories relating to you, since you previously interacted online with Napapijri, and possibly with other Brands belonging to the VF Group.

What does this mean for you?

At the moment, we have no evidence suggesting any actual impact on any individual consumer whose personal data were part of the affected data set.

However, it cannot be excluded that, also depending on the specific personal data exposed for a given consumer, the incident may result in attempts of identity theft, phishing and possibly fraud in general.

Below you can find some measures that you may consider adopting to protect yourself:

Carefully consider every email, SMS, instant message and telephone call where you get asked for your personal details, even if they appear to come from our company: please note that, normally, we will never ask you to provide any personal information via such channels;

Watch out to emails containing embedded hyperlinks, which may be used to direct you to malicious websites;

Carefully consider emails which contain unexpected attachments;

Be wary of any suspicious email, even if they appear to come from people you know or from our company, for example emails with improper grammar/spelling or sloppy language.

How can you contact us?

We value your privacy, which is our priority. We will continue to actively monitor the situation and act promptly to protect your personal data.

We will also continue to review our cybersecurity policies and procedures and technological capabilities to look for opportunities to strengthen resiliency, in line with the ever-evolving threat landscape.

For any concerns about what happened or to have further information, please contact our dedicated incident response line for EMEA.

Yours sincerely,
The Napapijri Team

Tech security fail.
13th Dec 2023 security breach noticed.
15th Dec, 2023 situation resolved.

March 4th 2024, almost 3 months later, they inform users to watch out for any malicious communications...

So almost 3 months to advise people that some data has been breached. Including names, addresses, phone numbers and order details. Excluding card payment details.

Cambio misura nin disponibile se nonncon scomtri4in mano. Pagamento effettuato con bancomat quindi tracciabilissimo
Mai più
Comprate altro

Refund process is too slow, spoke to 2 of their customer service staff both told me 2 different things. I've ordered this brand via other retail outlets and never had a problem and this time thought I'd go by their own site. Never again.

Awful returns experience. Hoodie was too small, opened a refund request right after receiving the hoodie. They said my only option for a return was to have them pick it up at my door, but they never came. I tried twice and they are unresponsive to emails.

All I get is an automated response and an infinite queue to their "live chat".

I ordered a jacket from napapijri.com on 19th jan. On 21st jan i got an emailsaying order has shipped so far so good. I then received an email from yodel on 27th jan saying the parcel is due to be delivered that day. By the end of 27th no jacket & so it went on for the next 4 days. I contacted yodel & napapijri on several occasions & finally on 2nd feb was told by napapijri i would get a full refund as parcel is missing. I paid by paypal so refund should have been instant. 2 days later still no refund so i opened a case with paypal. I contacted napapijri & they said MY REFUND WAS ON HOLD UNTIL MY PAYPAL CASE WAS CLOSED !!!. I sent napapijri a sceenshot of my case saying paypal still waiting for the seller to respond. Now i have heard nothing back from napapijri. BEWARE !!!!!

DO NOT BUY from this company. Their customer service and returns policy is awful. They are total rip off merchants.

Unterirdisch schlechte Qualität. Vernähte Reisverschlüsse und Material. Beim Waschen lief die Farbe aus - deshalb weisse Flecken. Kundendienst bewertet das nicht als Reklamation, ohne die Ware zu begutachten wird pauschal abgelehnt.. 🤮

Had slippers for less than 2 weeks and actually fell apart got no refund

Grosse déception pour une commande Napapijri : retard d’une semaine et colis arrivé dans plastique épais noir… pas de sac ou sachet Napapijri ; préparation négligée. Pas à la hauteur de la renommée
Je déconseille la commande et livraison
Mieux vaut aller en magasin
Le service client met plusieurs jours pour répondre que au final la commande est arrivée… basta pas d excuses ou de geste commercial

Placed order on the Napapijri UK website on the 12th December 23 and still no delivery as of January 28th 24. Delivery never changed from out for delivery and no response after I contacted them twice. Requested a refund from my bank.

Beste,
Voor mij zijn het zware online criminelen! Wil iedereen waarschuwen. Koop op hun officiele website niets aan! Want de klantendienst zet je met een glimlach en mooie praatjes letterlijk in de zak.
Heb onlangs een napapijri jas online aangekocht en vrij snel kwam er een naad van los. Foto's en aankoopbewijs naar de klantendienst doorgemaild. Kreeg snel antwoord dat ze het volledige bedrag zouden terugstorten op mijn rekening. Ik wacht nu al 2 maanden... nog steeds geen 1 euro terug gestort op mijn rekening. Iedere week neem ik met hen contact op. Zowel per mail als telefonisch. Ze maken je maar alle blaasjes wijs waarom de betaling nog niet is gebeurd.
En geloof me. Ze doen echt niets om een terugstorting in orde te brengen...
Die mensen horen letterlijk aan een schandpaal en zouden gestenigd moeten worden in het openbaar zoals in Saudi Arabie. Zo kunnen ze ondertussen geen andere mensen beliegen, bedriegen en bestelen. Shame on you sukkels!

Unterirdisch schlechte Qualität! Jacke 8 mal getragen, voll in der Garantie ein Druckknopf defekt. Kein Service, 400€ Jacke schrott...

Advertise that goods can be returned. They can’t.
Auto-generated shipping label link doesn’t work. Endless repeated emails asking for assistance and a shipping label without any response. False claims. Will not use them again after reading other reviews about lost/missing orders and issues with trying to return goods. This is the uk flagship for the company advertising extended returns to get sales! False advertising needs reporting.
Update: Post is one day old and ….now they respond. However after reading other experiences here with returns I will not risk it I have lost faith in this company.

Habe 5 Jacken zur Auswahl bestellt und 4 retouniert. Es wurden nur 3 ausgebucht. Kundendienst antwortet auf Mails nicht und ist telefonsich nicht zu erreichen.
Nun bleibe ich wohl auf den Mehrkosten von 120€ sitzen. Nicht schön.

I wonder why their Trustpilot profile remains unclaimed. Surely it's time to appoint a head of customer service to sort out the mulitude of problems this company is having.
I'm another customer who is finding it impossible to sort out a return. Below is the reply to my most recent email enquiry asking why the courier didn't turn up to collect the return on the day Napapirji told me they would (took 8 days to respond). My queries to their response are typed in brackets.

Hello there, (it would be nice if you could use my name here)

Thanks for contacting Napapijri Customer Care.
I'll be happy to assist you today.
I'm sorry to hear that you couldn't return your order.

I would like to inform you that we can not guarantee which day the carrier will come to pick your order. (Why not? I don’t know of any courier company who can’t provide tracking details these days)
You should expect it in the next business days. (How many business days? This is far too vague. Should I be taking 1 day or 30 days off work to be at home waiting?)
Most probably they'll pick it up very soon. (Unbelievable! ‘Most Probably’?! and what is ‘soon’?)

Please contact us again next week, if your order is still not picked up. (Why should I have to contact you again – particularly when your response to my email has taken 8 days? This is appalling customer service.)
Stay safe and take care.

Best wishes,
Monika
Napapijri Customer Care Team

USELESS COMPANY - AVOID!

9 december 2023 een bestelling geplaatst. Nooit ontvangen en is via UPS weer retour gestuurd naar Napapijri zonder dat ik het ooit gezien heb. Hoe dit kan is mij een raadsel. Ik heb zelfs het bewijs dat het is afgegeven en retour is genomen. Diverse keren gemaild en ook daarvan bewijs dat men aangeeft dat het klopt en dat ze de afdeling hebben aangegeven om uit te betalen. Het is nu 11 januari 2024 en weer niets. Heb al 3 maal contact gehad met de klantenservice maar tot op heden niets ontvangen. Ik ga maar eens kijken wat ik kan met mijn rechtsbijstandsverzekering want het is echt asociaal.

Unable to process a return as the link provided to obtain my shipping label is too busy (despite trying multiple times on different days). I have contacted customer service about this but no response.

Trying to return some items, gone through the process just need a returns label but it says the ‘website is busy’. Tried dozens of times, sick of it. Oddly if you want to buy something the website is fine. I have emailed three times and had only an automated reply. Online chat 2 days ago said problem would be rectified soon. Clearly this is not a new issue.

Absolutely infuriating! These are expensive items of clothing and I want to return asap for a refund.

I live nowhere near a shop selling Napapijri so I bought on line. It’s a lottery with sizing, some of the stuff I ordered is ok, others way too big. Quality is good.

Come on guys, buck up your ideas and get your returns service looked at otherwise your customer base will decrease. Not ideal in todays retail climate.