FAQ
ABOUT NALANI
Are you woman-owned?
Nalani is woman-owned and operated, you can be certain that your Nalani products were made, processed, and shipped by the hands of strong women.
How can I collaborate with Nalani?
If you're an influencer looking to show us your strength, please reach out to us via email at info@nalaniwomen.com with a small blurb about yourself, links to your social media handles, and EPK.
Where can I find Nalani?
Right here. Nalani is an e-commerce company offering high quality stylish and versatile women’s clothing exclusively online at www.nalaniwomen.com.
How do you select your models?
Nalani campaigns showcase the fresh faced, natural charm of our models, be they professional, amateur, or novice. If you would like to model for Nalani, please contact us info@nalaniwomen.com. Be sure to include something about yourself and links to your social media profiles.
How long does it take to receive a response to an email? Or WhatsApp?
Got a question? Thank you for reaching out. Emails are typically answered within 1-3 business days. Nalani WhatsAp inquiries are answered within 24 hours, unless received after 4pm Friday. Inquiries received over the weekend will be answered within 72 hours.
SHIPPING
I never received my package, can you help?
Simply send an email with the order number to info@nalaniwomen.com or call us at +254748098822 and we will assist you track the package.
When do you ship? If I order today, when will I receive my products?
Want to know when your item will ship? We process orders Monday - Friday, 9am - 3pm and Saturday 9am - 12pm. If you place an order after this time, we cannot guarantee it will ship out the same day as the order was received.
INTERNATIONAL SHIPPING
Do you ship internationally? Do you ship to the UK and US?
Yes, we ship internationally. We currently use DHL and FedEx Priority for international shipments. Simply select the international shipping option at the time of checkout. For further information regarding international shipping, email us at info@nalaniwomen.com or call/WhatsApp us at +254748098822.
We are currently working on how best to move forward in a manner most cost effective for our international customers.
Where is my international order?
Please note that delivery times range from 7 - 20 days. Depending on your location, the carrier may not keep the tracking information updated. It is the customer's responsibility to check with their local postal services to see if their items have arrived in any country outside of the Kenya. If an item is returned to us because it is unclaimed, the buyer assumes responsibility for return shipping costs, which will be subtracted from any refund owed. NOTE: THE DELIVERY TIME FOR INTERNATIONAL ORDERS IS AN ESTIMATION, REPRESENTING THE CARRIER’S BEST GUESS AT WHEN THE ORDER WILL ARRIVE. WE CANNOT GUARANTEE THE EXACT DATE PACKAGES WILL BE DELIVERED.
Do I have to pay import fees and taxes?
If you live outside of Kenya, you may be subject to import and duty fees.
ORDERS
Where is my order confirmation email? Where is my shipping confirmation?
Yet to receive an order confirmation? Order confirmation emails are sent automatically at the time of checkout. We ask that you check your promotions and spam folders before requesting we resend confirmation. If you find you have not received an order or shipping confirmation, email us with your name as it appears on your order invoice to request we resend the confirmation email.
Can I change my order?
Changed your mind? You can change your order anytime before receiving a shipping confirmation email. We recommend you keep an eye on your email when making an order adjustment to receive notification of any outstanding payments or refunds.
Help! I need to cancel my order.
No worries! Orders can be canceled anytime before receiving a shipping confirmation email. After shipping confirmation? Reach out to us at info@nalaniwomen.com and we will initiate a return. Customers initiating a return are responsible for shipping fees. Please refer to returns for more details.
PAYMENTS
Do you offer gift cards?
Absolutely! Our e-gift cards can be purchased for Ksh 2500, Ksh 5000, Ksh 10,000 or Ksh 20,000. Your selected payment method will be charged at the time of checkout. All gift cards are final sale and non-refundable. Gift cards can be used as a payment method by applying the code associated with the card at the time of checkout.
What payment methods do you accept?
We accept all major credit cards, Visa, Mastercard, PayPal, American Express, M-Pesa, Airtel Money, MTN Mobile Money and Nalani Gift Cards. Learn more here
How do I get a discount? When are you having a sale? Do you offer price adjustments?
Looking for a deal? Be the first to know about the latest sales and discounts by signing up for the Nalani newsletter.
I received a gift card, how do I redeem it? How do I use a discount code?
To redeem a gift card or discount code, simply type in the code at checkout when you purchase. Your cart will automatically update to reflect the discount amount.
SHOPPING
When will my favorite item be back in stock?
To receive an alert when your favorite item returns to the shop, click NOTIFY WHEN AVAILABLE on the page of the item you wish to purchase.
How often do you restock?
We do not restock everything, only a select number of items. Click NOTIFY WHEN AVAILABLE for the products that are sold out and will be restocked. To stay ahead of the pack, sign-up for our newsletter to be the first to know of all the latest product launches and restocks.