Refund policy
Returns & Refunds
We want you to absolutely love your NALO pieces. 🤍
If something isn't quite right, here's everything you need to know about returns and exchanges.
Change of Mind
Changed your mind? No problem.
We accept returns within 7 days of delivery, provided the item is:
- Unworn and unwashed
- In its original condition
- Returned with all original NALO tags attached
- In its original packaging
- Free from stains, marks, damage, perfume or any other signs of wear
Items that don't meet these requirements may not be accepted for a change-of-mind return.
Please note: Return shipping costs for change-of-mind returns are the responsibility of the customer. Original delivery fees are non-refundable.
Exchanges
Need a different size? We can help. 🤍
Exchanges can be requested within 7 days of delivery, provided the item meets our return requirements above and the requested size is still available.
If your preferred size isn't available, we'll arrange a refund for the returned item.
Return shipping costs for change-of-mind exchanges are the responsibility of the customer.
Faulty or Incorrect Items
Oh no! If your order arrives damaged, faulty or you've received the wrong item, please let us know as soon as possible.
Send us your order number and a few clear photos of the item so we can sort it out for you.
Faulty or incorrectly supplied items are handled separately from our 7-day change-of-mind policy, in accordance with your rights under South African consumer law.
Sale Items
Sale pieces can be returned for a change of mind as long as they meet our usual return requirements, unless the item is clearly marked Final Sale at the time of purchase.
Your legal rights regarding faulty or incorrectly supplied items still apply.
How to Return
Please contact us before sending anything back.
Include:
Order number
Name
Item you'd like to return
Reason for return
Once we receive your return, we'll check that it meets our return requirements before processing your refund or exchange.
Refunds
Approved refunds will be processed to the original payment method where reasonably possible.
Please allow your bank or payment provider a little extra time for the funds to reflect in your account.
For change-of-mind returns, the original delivery fee and return shipping costs are not refundable.
A Little Legal Note 🤍
Our 7-day change-of-mind policy is our own NALO return policy and does not limit any rights you may have under applicable South African consumer law, including rights relating to defective or incorrectly supplied goods and any applicable online cooling-off rights.
Last updated: August 2026
For any questions about your return, please contact us through the details provided on our website. We're always happy to help.”