Frequently Asked Questions (FAQ)
Have a question? Below you will find answers to the inquiries we receive most often. If you need further assistance, please contact our support team at info@nalalo.com.
Shipping & Delivery
1. What is your delivery policy? Nalalo provides Free Standard Delivery on all purchases shipped within the United Kingdom. Every order is packaged carefully to ensure your items arrive safely and intact.
2. Can I ship my order to a parcel locker or PO Box? Currently, Nalalo only ships to valid physical residential or commercial addresses provided during checkout. We do not deliver to PO Boxes, BFPO addresses, parcel lockers, or collection points.
3. What are your processing and delivery timelines?
- Order Cut-Off Time: 18:00 (GMT - Greenwich Mean Time)
- Handling / Processing Time: 1–2 business days (Monday to Friday)
- Transit Duration: 5–7 business days (Monday to Friday)
- Total Estimated Delivery: 6–9 business days
4. How can I track the progress of my shipment? When your order is dispatched, an automated shipping confirmation containing a tracking reference will be sent to your email address. You can use this code on our courier partner's portal to monitor your delivery status in real time.
5. Which logistics carriers do you use? We partner with established domestic UK couriers—including Royal Mail, Evri, and DHL—to ensure secure transit.
6. What should I do if my shipment is delayed or lost? If your package has not arrived after 9 business days, please review your tracking link first. If no delivery updates appear, contact us at info@nalalo.com. Once a package is declared lost by the courier, we will issue a full refund or send out a replacement immediately.
7. What if my item arrives defective or damaged? If your package arrives damaged, please notify us within 30 days of delivery by emailing info@nalalo.com. Include your order number along with clear photos of the damaged item and outer packaging, and our team will resolve the issue promptly.
Returns & Refunds
8. How do I initiate a return? If you are not satisfied with your purchase, you may request a return within 30 calendar days of receiving your package. Email info@nalalo.com to receive return instructions. Returned items must remain unused, unwashed, and in original condition with all tags intact.
9. Can I cancel my order after placing it? Order cancellations can be processed if requested within 12 hours of purchase by contacting info@nalalo.com. If your order has already entered the dispatch workflow or shipped, it must be returned following our standard Return Policy.
10. When will I receive my refund? Once your return parcel arrives at our facility and passes inspection, we process refunds within 7 business days. An automated email notification will confirm when the funds have been returned to your original payment method.
11. Who pays for return postage?
- Defective or Incorrect Orders: Nalalo covers all return fees by providing a prepaid shipping label.
- Customer Preference (Change of Mind): The customer is responsible for return postage expenses.
Payments & Security
12. Which payment methods are accepted? We accept payments processed securely via PayPal.
13. What currency will I be charged in? All store prices and transaction amounts are calculated and billed in British Pounds (£ GBP).
14. Are my payment and personal details secure? Yes. Our checkout utilizes SSL (Secure Sockets Layer) encryption technology to keep your details safe. Nalalo does not store or process sensitive payment credentials on its servers.
Contact information
Any questions or just like to talk to us? Please don't hesitate to contact us via:
Store name: Nalalo
Address: 148 Old Oak Road, London W3 7HE, United Kingdom
Email: info@nalalo.com
Phone number: +447380465838
Customer Service (Opening Hours):
Monday - Friday: 09:00 - 18:00 (GMT)
Saturday and Sunday: 10:00 – 16:00 (GMT)