Payments
What payment methods can I use?
We accept different types of payments, including Visa, Mastercard, Maestro and American Express. See the full list in our Payment Policy.
Are my payment details secure?
Yes, your payment details are encrypted and secured using industry-standard encryption. More details are available in our Payment Policy.
What happens if my payment is not successful?
If your payment fails, your order will be automatically cancelled. Read more in our Payment Policy.
When will I be charged for an order?
If your card is authorised, the payment amount will be reserved immediately. For more details, see our Payment Policy.
Can I change my payment method after placing an order?
No, you cannot change payment method once the order has been processed. See more in our Payment Policy.
Shipping and handling
What are your delivery times?
Orders typically arrive within 4-13 working days, depending on location. Full details can be found in our Shipping Policy.
Do you offer free shipping?
Yes, we offer free shipping for orders in the United Kingdom. Additional fees may apply for international shipments. See more in our Shipping Policy.
How do I track my order?
Once your order has been dispatched, you will receive a tracking number via email. You can track your parcel via links in our Shipping Policy.
Can I change my delivery address?
Please contact us as soon as possible to change your address, but we cannot guarantee changes after processing. Full details can be found in our Shipping Policy.
What happens if my parcel cannot be delivered?
Return and reshipment costs may apply if the parcel cannot be delivered. See more in our Shipping Policy.
Privacy protection
What personal data do you collect?
We collect browsing data, IP addresses and other information to improve the user experience. For full details, please refer to our Privacy Policy.
How do you use cookies?
Cookies are used to improve website functionality and user experience. Read more in our Privacy Policy.
Can I control my cookie preferences?
Yes, you can manage cookies via your browser settings. For more guidance, see our Privacy Policy.
Do you share my data with third parties?
Some data is shared with third parties like Google Analytics. For more information, read our Privacy Policy.
What rights do I have in relation to my data?
You have the right to access, change or delete your data. Read more in our Privacy Policy.
Terms and conditions
What is ‘right of cancellation’?
You can cancel your purchase within 30 days. Full details can be found in our Terms of Service.
What if I receive a defective product?
Defective products can be returned or exchanged. Read more in our Terms of Service.
Are prices fixed when the order is placed?
Yes, once your order is confirmed, prices are fixed. Read more in our Terms of Service.
Return policy
How long do I have to return a product?
You have 30 days from delivery to return a product. Full details can be found in our Return and Refund Policy.
Who pays for return shipping?
The customer covers return shipping unless the product is defective. For more details, see our Return and Refund Policy.
How long does it take to get a refund?
Refunds are processed within 7 working days of receiving the product. Read more in our Return and Refund Policy.
What are the conditions for returning a product?
Items must be unused and in their original packaging. See our Return and Refund Policy for more information.
What if I receive a defective product?
We cover return shipping for defective products. See the full process in our Return and Refund Policy.
Contact information
If you have any questions or concerns, feel free to reach out to us at the following details:
Company name: NaLani
Physical address: 71-75 Shelton Street, London, WC2H 9JQ, United Kingdom
Email address: info@nalani-store.com
Phone number: +44 7413 055587
Customer service opening hours:
We are available to assist you during the following times (GMT+0):
Monday to Friday: 09:00 - 18:00
Saturday and Sunday: 10:00 - 16:00
For more information, please visit our FAQ Page or Contact Page
Track your order anytime at our Order Tracking Page