Nala.se | FAQ
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MY ORDER

When you become a member with us, you get access to My Pages. There, you will find information on all your orders; when you ordered, what products you ordered, what it cost, and what payment method you used. Need to change your address, phone number or other information? You can do this also in My Pages!

IS MY ORDER SHIPPED?

As soon as we process your order, we will send you an email to inform you that your order has been shipped.

WHERE IS MY ORDER?

If you have not received your order within (3-5 working days Sweden) or (5-10 working days (Mon-Fri) for the rest of the world) , you will receive a notice regarding the delay. It may be that one item had to be back-ordered or that we are experiencing slight delays due to a high workload at Nala.se. If you have not yet received your order within 10 working days (Mon-Fri) after receiving a delivery update from us, kindly contact our customer service team.

ALL PAYMENT METHODS

  • Visa, MasterCard or American Express (Stripe)
  • Klarna (for Swedish customers only)
  • PayPal

We currently accept only VISA, MasterCard and American Express. When you pay with a debit card, the transaction is processed by our payment partner, Stripe, to ensure fast and secure payment.

HAS MY ORDER BEEN PROCESSED?

You will receive an order confirmation at the email address you provided almost immediately after your purchase has been approved.

THE PURCHASE DID NOT GO THROUGH, BUT HAS IT MADE A RESERVATION ANYWAY?

A charge in your bank account may rarely occur even if there was an error in the order. In such a case, it will be undone within 1-5 business days.

WHEN WILL I RECEIVE REIMBURSEMENT FOR MY RETURN?

When you return something to us the refund is based on the payment method you chose for the original order. If you choose to pay with credit/debit card, the refund will be placed onto the same card. This money will usually be received within 2-3 banking days, but can take up to 6 bank days until it is available on your account.

STANDARD DELIVERY

  • Free shipping to customers in Sweden (Delivery 2-4 working days, Mon-Fri)
  • Free shipping for all remaining international orders (Delivery 5-10 working days, Mon-Fri)

 

WHERE IS MY ORDER?

Delivery time is 5-10 working days (Mon-Fri) from the day you receive handler confirmation. If you have not received your order within this time, you will receive a notice regarding the delay. If you have not received your order within 10 working days (Mon-Fri) after receiving a delivery update from us, we ask you to contact our customer service team so we can check what has happened.

MISSING YOUR ORDER CONFIRMATION?

If you have not received your order confirmation shortly after you placed your order, it could mean that something has gone wrong with your purchase, contact customer service team here.

MY RETURN

Was the product different than you expected or do you need to change the size? Here you will find information on how to proceed when you have sent back your order or wish to make an exchange. Keep in mind you have 14 days to decide if you want to return your product(s), beginning from the time you receive your package. Remember it is you, the customer, who is responsible for the return until we have received and registered it, so always save your order confirmation. It can sometimes take up to 14 days for a return to come to us and be processed at our store.

HAVE YOU RECEIVED MY RETURN?

You will receive a return confirmation via email as soon as we have received your return. It may take up to 14 days for a return to be received and processed.

CAN I RETURN ITEMS FROM DIFFERENT ORDERS IN THE SAME PARCEL?

Of course you may put items from different orders in the same return parcel. Just be sure to put a note with the order number for each order in the package, otherwise we cannot register your returns.

CAN I RETURN SALE ITEMS?

Absolutely! You have the same return rights for all items you order from us.

HOW DO I RETURN AN ITEM?

Please note, we do not offer free returns. You will need to cover this postage cost and we do advise you send your return using a tracked service. NALA will not accept responsibility for any parcels not received if sent un-tracked. Please retain your proof of postage. Please include your returns with your name and order number in the parcel. Please place the returns address label provided on the parcel.

Have you got something you’d like some assistance with? Or maybe you’d like to give us some feedback?

Get in touch with us by filling out the form below and we’ll get back to you as soon as possible!

We also suggest checking out our FAQ’s page prior to sending your enquiry.