Refund policy

Returns & Exchanges Policy

We want every single Nalowa piece to bring you confidence and joy. If something isn’t quite right, please kindly refer to our return and exchange policies below:

1.1 Made-to-Order Items 

Because all items are made to order, we do not accept returns or exchanges unless:

• The item arrives damaged, OR
  
• There is a clear manufacturing defect
  

For made-to-order pieces, we cannot accept returns for:

• Wrong size selected by the customer
  
• Change of mind
  
• Fit issues due to incorrect measurements
  
• Styling preferences
  

Please review sizing charts carefully before placing your order.

1.2 Ready-to-Wear Items 

• Eligible for return within 7 days of delivery
  
• Item must be unworn, unwashed, unaltered, and in original packaging
  
• Return shipping costs are the buyer’s responsibility
  
• Refunds issued as store credit unless otherwise specified
  

2. Returns for Damaged or Defective Items

If your item arrives damaged, defective, or incorrect, please contact us at [orders@nalowaofficial.com] within 48 hours of delivery with:

• Your order number
  
• Clear photos/videos of the issue
  
• Unboxing proof (if available)
• Reason for the return
  

We will review your claim and offer:

• A free replacement (for made-to-order items), OR
  
• A repair solution (if applicable)
  

Claims made after 48 hours may not be eligible.

3. Order Cancellation Policy

Because production begins shortly after payment:

• Orders may only be canceled within 12 hours of purchase.
  
• After 12 hours, cancellations are not guaranteed and may incur a 30–50% production fee based on how far your order has progressed.

 

Completed or shipped orders cannot be canceled.

4. Changes to Your Order

Minor changes (colour/size) may be possible within 12 hours after ordering.
After production begins, changes cannot be guaranteed.

5. Contact Us

For support regarding shipping or returns:

NALOWA Customer Support
Email: support@nalowaofficial.com
Instagram DM: @nalowaofficial