Refund policy

Last updated: August 31, 2026

At Nalalo, we strive to ensure that you are fully satisfied with your purchase. If you are not entirely happy with your order, we offer a transparent and hassle-free return process designed in full alignment with UK consumer rights regulations.

Return Summary Table

Policy Parameter Details
Return Window 30 calendar days from the date of delivery
Return Method By Mail only
Return Shipping (Change of Mind) Customer responsibility
Return Shipping (Defective / Faulty) Free (Prepaid return label provided by Nalalo)
Restocking Fees £0.00 (No restocking fee charged)
Refund Processing Time Within 7 business days following item inspection
Eligible Item Condition Unused, unwashed, and in original packaging with tags


1. Statutory Rights & Return Window

While UK Consumer Contracts Regulations guarantee a minimum 14-day cancellation period, Nalalo extends this to a 30-day return policy to give you extra peace of mind. You have 30 calendar days from the date your package arrives to initiate a return request.

2. Conditions for Returning Items

To receive a full refund, all returned products must satisfy the following criteria:

  • The return request must be submitted within 30 days of receiving your order.
  • Items must remain in brand-new, unused, and unwashed condition.
  • Products must include all original packaging, tags, and attached labels.

Exclusions / Non-Returnable Items:

For hygiene and safety reasons, certain categories (such as underwear, pierced jewelry, or sealed personal care goods, where applicable) and Gift Cards cannot be returned once opened or used, unless defective.

3. Step-by-Step Return Process

  1. Contact Support: Send an email to info@nalalo.com stating your order number and the item(s) you wish to return.
  2. Receive Authorization: Our customer care team will review your request and send official return instructions along with the return address details.
  3. Dispatch Package: Pack the item securely and ship it back according to the instructions provided.

Note: Please do not send returned merchandise back to us without prior authorization, as unauthorized packages may experience processing delays.

4. Return Shipping Costs

  • Customer Preference (Change of Mind): If you wish to return an item because you changed your mind, selected the wrong size, or dislike the color, you will be responsible for covering the return postage fees. We strongly advise using a trackable shipping carrier (such as Royal Mail Tracked), as Nalalo cannot be held liable for items lost in transit.
  • Damaged, Faulty, or Incorrect Orders: If your order arrives damaged, defective, or contains the wrong item, Nalalo will cover all associated return costs. Contact info@nalalo.com with photo proof of the issue, and our team will issue a prepaid shipping label.

5. Refunds & Reimbursement Schedule

  • Inspection: Once your returned package arrives, our team will inspect the items within 3 business days.
  • Approval & Processing: Upon passing inspection, your refund will be processed back to your original payment method within 7 business days.
  • Bank Clearance: Please allow an additional 3 to 5 business days for your financial provider to post the funds to your account statement.

6. Item Exchanges

We do not offer direct exchanges. If you require a different size, color, or alternative item, please follow our standard return instructions for a refund and place a new order on our website at your convenience.

7. Value Deductions

In compliance with the UK Consumer Rights Act 2015, if returned goods demonstrate signs of handling beyond what is necessary to establish their nature and functionality (e.g., missing original packaging, damaged labels, or signs of wear), we reserve the right to reduce the final refund amount to reflect the item's reduced value.

8. Order Cancellations

If you need to cancel an order, please email info@nalalo.com within 12 hours of purchase. If your order has already entered our dispatch pipeline, it cannot be canceled mid-transit and must be handled as a standard return upon delivery.

Return Address: Nalalo, 148 Old Oak Road, London W3 7HE, United Kingdom

(Note: Always email us before sending a return)

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)