Frequently Asked Questions (FAQ)

We’re here to make your shopping experience smooth, transparent, and stress-free.

1. Are NALOWA pieces made to order?

Yes! Every NALOWA piece is made to order with care and attention.
This allows us to maintain high quality, reduce waste, and produce garments especially for you.

2. How long does processing take?

Our processing time is:

⏱ 3–14 working days (Monday–Friday)

This is the time it takes for us to design, cut, sew, finish, and quality-check your order before shipping.

3. How long does shipping take?

Within Nigeria (Local Shipping)

📍 2–5 working days after processing.

International Shipping

🌍 3–12 working days, depending on your country’s postal system and customs clearance.

Shipping begins after the processing period.

4. How much is delivery?

Shipping fees are calculated at checkout based on your location.
International shipping varies by country.

Shipping fees are non-refundable.

5. Will I get a tracking number?

Yes.
Once your order is shipped, we’ll send you a tracking link via email or SMS so you can follow your package every step of the way.

Tracking may take 24–48 hours to update on the courier’s website.

6. Do you ship worldwide?

Absolutely. 🌍
We deliver both locally within Nigeria and internationally.

7. Who pays customs or import fees (international orders)?

Customers are responsible for any customs duties, taxes, VAT, or clearance fees charged by their country.

NALOWA does not cover:

• Customs fees

• Duties or taxes

• Delays caused by customs

• Packages returned because fees were unpaid

Each country has different rules, so please check with your local customs office if unsure.

8. What if I entered the wrong shipping address?

Please double-check your address before placing your order.
If you need changes, email us on orders@nalowaofficial.com within 12 hours.

We are not responsible for:

• Delays due to incorrect addresses

• Lost items caused by wrong addresses

• Re-shipping fees for returned packages

9. My package is delayed, lost, or marked delivered but I didn't receive it. What do I do?

Once shipped, your package is in the care of the courier.

We are not liable for:

• Delays caused by the courier or customs

• Stolen packages marked as “Delivered”

• Missing packages due to address issues

However, we’ll gladly assist you in filing a claim with the courier.

10. Can I return or exchange my order?

Because all our pieces are made to order, we do not accept returns or exchanges unless the item is:

• Damaged, or

• Has a clear manufacturing defect

We do not accept returns for:

• Wrong size selection

• Change of mind

• Fit issues caused by incorrect measurements

• Preference differences

Please review our size chart carefully before ordering and be sure to update us with your accurate recent measurement when placing your order. 

11. What if my item arrives damaged or defective?

We sincerely apologize if this happens.
Please contact us within 48 hours of receiving your package with:

• Order number

• Clear photos or videos

• Unboxing proof (if possible)

We will quickly review and provide:

• A replacement, or

• A repair solution (depending on the situation)

Claims made after 48 hours may not be eligible.

12. Can I cancel my order?

Yes — but only within 12 hours of placing your order.
After production begins, cancellations are no longer guaranteed.

If your cancellation is approved after production has started, a 30–50% production fee may apply.

Completed or shipped orders cannot be cancelled.

13. Can I change my size or order details after ordering?

Minor changes are only possible within 12 hours after ordering.
After production begins, changes may not be possible.

14. How do I contact NALOWA for support?

Our team is always happy to help.

📩 Email: orders@nalowaofficial.com