Overview

We want our customers to be fully satisfied with the choice they have made. If for any reason you are not happy with your order, the size is not suitable, or the delivered product does not match with your specifications, or you find a manufacturing defect, you have the right to return your order.

We accept returns within 14 days, starting from the day your order has arrived at the delivery address.

Returned items must comply with our returns policy:

• Items must be returned unworn, undamaged, unwashed and unused, with all tags attached and the original packaging included
• Lingerie/swimsuits/bodysuits must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled
• For hygiene reasons, underwear briefs cannot be returned. Swimwear briefs and swimsuits can only be returned if the sanitary liner strip is intact. Naturally, any faulty items can be returned. Any non-faulty items that are not in a condition suitable for resale (i.e. used, washed, soiled or damaged), will not be refunded and will be sent back to you.

* In case of an international exchange, you will have to cover the shipping cost of the new package. 

All the international shipping costs of the return must be supported by the customer.

For a faster and safer international return, we strongly recommend you to use the shipping company we work with: GLS. Anyhow, you can also use another registered international delivery company (not post services) for the return and provide us all shipping details through email at [email protected].

For an easier return process, we can arrange a delivery pick-up at your place with our delivery company. Write us an email with all the pick-up details and we can generate a payment link for the delivery costs and provide you the shipping label that you must print and attach to the parcel.

In case of dispute, we strongly recommend you retain proof of return, such as a consignment note.

We do monitor the number of returns made by customers and more than 3 unjustified returns in breach of our terms and conditions will be flagged and may, at our discretion, lead to the closure of future orders being refused.
NALU will contact you within 5 days (with the exception of weekends and public holidays) of receipt of the returned goods.

DELIVERY DETAILS FOR THE RETURN:

Company: SC OBLIC DESIGN STUDIO SRL
Address: DAVID FERENC 7, CLUJ-NAPOCARomania
Po. Number: +40 (752) 796 399

REFUNDS

Once your return has been received by our brand, it can take up to 5 working days to process.
When your return has been accepted subject to the returned goods meeting the conditions listed in the paragraphs above, your refund will be processed to your original payment method, excluding any delivery costs or taxes/import duties. Refunds can take up to 14 days to show in your account, depending on your payment provider.

EXCHANGES & CREDIT NOTES

If you wish to exchange your order for a different size and/or product(s) or be issued with a credit note, please contact [email protected] within 14 days of receipt of your order and send the package back to us. Moreover, you must fill in the Return Form enclosed with your order and return it together with the order. Exchanges are subject to stock availability. We recommend you to contact us as soon as you decide to change the size/product/color, so we can put on hold the desired item until the return comes back to us.

The Credit Note contains only the amount of the products, excluding any delivery or taxes costs. You can use the Credit Note for any future orders placed on our website. Fulfill the Return Form specifying the desire to proceed with a credit note, and after we process the return, we create a Personalized code you can use at checkouts. We will inform you as soon as the Personalized Code will be created.

For any information, do not hesitate to contact us via email [email protected] or phone/Whatsapp +40 (752) 796 399.

Trademarks

Our trademarks include the NALU underwear name and logo. These trademarks are used and registered and your use of this web site does not grant you any rights to use our trademarks.

Security

NALU underwear uses appropriate security measures to protect the information you provide to us. However, while we take all reasonable steps to protect your personal information from unauthorised access, use or disclosure, you accept that no internet data transmission can be guaranteed to be secure from access by unintended recipients and will not hold us responsible for any breach of security unless this is due to our negligence.