退款政策

RETURN POLICY

Nala Ekenumbo offers a 90 day return window for items that meet the requirements for return.

Please contact us on any of our contact channels within 90 days of delivery and we will ensure you get resolution.

Return Instructions 

1) Lay a Complaint: Send a complaint which include pictures and videos showing front, side and back views of the product. 

2) Return after Authorization: Once your claim is validated, we will provide information on the most suitable means of getting the item from you.

3) Track Return Status: You will send us a return waybill/shipping number. This will enable us to track the status of your return.

4) Get Resolution: Upon receiving the shipment to be replaced, we would notify you for confirmation then ship immediately a replacement to your Country/Location via the same means and address (unless you request a change of address within the same location) it was previously delivered with tracking information.

Items not Eligible for Returns

1) Products that has been altered or tampered from the original.

2) Products that has been worn, dry cleaned, torn and without tag label.

3) Products damaged due to misuse.

Frequently Asked Questions (FAQs)

(Q)How do I request to return an item?

(A) Please call us on +1 587-905-6804 or send an email to feedback@nalaekenumbo.shop.

You can also chat us on WhatsApp (+1 587-905-6804) or Livechat on the webpage.

(Q) Can I return if my item is outside the warranty period?

A) No, returns are only accepted within 90 days of sale of product and complaints.

(Q) Do I have to return the gift when I return a product?
(A) Yes, any free gift must also be returned.

(Q) How do I track my return status?
(A) We will keep you updated by email and SMS about the status of your return. You may also track your return using the return tracking number you received when the item was dropped off.

(Q) Once return of my package is done, how long will it take to be replaced?

(A) Once return of a package is received, we would notify you and ship another product to your location within 1/3 working days.

(Q) Why was my item redelivered to me instead of a refund?

(A) We don't refund payment once the waybill is delivered and received by the buyer. However, in the case of a confirmed missing product, we would refund only the purchase value of the product.