Frequently Asked Questions (FAQ)

Got a question? Here are answers to the things customers ask us most. Can't find what you need? Just email us at info@nalalo.com.

Shipping & Delivery

1. What is your shipping policy? At Nalalo, we're happy to offer free standard shipping on every order delivered within the United Kingdom. We take great care with how we pack and prepare each order, so your items arrive safely and in perfect condition.

2. Do you deliver to collection points or pickup lockers? At the moment, Nalalo only delivers to residential or business addresses given at checkout. To guarantee safe delivery, we need a physical street address and can't ship to collection points, pickup lockers, or PO Boxes right now.

3. What are your delivery times?

Order Cut-off Time: 6:00 PM (GMT)
Handling Time: Orders are typically processed and dispatched within 1–2 business days (Monday to Friday).
Transit Time: Once shipped, delivery within the UK takes 5–7 business days (Monday to Friday).
Total Delivery Time: You can expect to receive your package within 6–9 business days.

4. How can I track my order? As soon as your order ships, you'll get a confirmation email with a unique tracking number. Use it to follow your parcel on the 'Track Order' page of our site or directly through the carrier's own tracking portal.

5. Which shipping partners do you use? We partner with trusted UK couriers, including Royal Mail, Evri, and DHL, for safe and reliable delivery.

6. What if my package is lost? If your order hasn't turned up within the expected window (9 business days), start by checking the tracking details. Still nothing? Reach out to us at info@nalalo.com. Once a parcel is confirmed lost, we'll send a replacement or issue a full refund.

7. What if my item arrives damaged? We're really sorry to hear that. Get in touch at info@nalalo.com within 30 days of receiving your order, along with your order number and clear photos of the damage, and we'll sort it out right away.

Returns & Refunds

8. How do I return an item? Not happy with your purchase? You can request a return within 30 days of delivery — just email info@nalalo.com to get started. Items need to be unused, in original condition, with all tags and packaging included.

9. Can I cancel my order? You can cancel within 12 hours of placing your order — email us at info@nalalo.com as soon as you can. After that 12-hour window, or once it's shipped, it'll need to go through the return process instead.

10. How long does it take to process a refund? We aim to complete refunds within 7 business days of receiving and checking your returned item. Once it's done, you'll get an automatic email confirming the funds are on their way back to your original payment method.

11. Who pays for return shipping?

Faulty or Incorrect Items: Nalalo covers the return shipping costs.
Change of Mind: The customer covers the cost of return shipping.

Payments & Security

12. Which payment methods do you accept? We accept the following secure payment method:

Paypal

13. In which currency are payments processed? All transactions run in GBP (£ - British Pounds). As a UK-based store, there are no hidden conversion fees for UK shoppers.

14. Are my payments secure? Absolutely. Every transaction is protected with SSL encryption, and your payment details are never stored on our servers — they're handled by certified payment providers.