Help Center

You can return an unwanted product to us at no charge, provided: 

• You log the return within 72 hours of delivery or collection of the unwanted product(s).
• It is in the original packaging, which must be in its original condition with all seals intact.
• It is undamaged and unused, with the original labels and stickers still attached.
• All accessories or parts that were originally received are included.

Once we have received and inspected the returned product(s), we will process the credit note or replacement based on the original purchase price of the product(s) within 3-5 days. We reserve the right to refuse a return should the product(s) be returned damaged, not in a re-sealable condition or missing any accessories.

All garment product(s) may be exchanged for a different size provided that it is available; additionally that it is eligible for return. If the requested size is not available, we will credit your account or process a refund with the original purchase price of the product within 3-5 days of receiving and inspecting the returned product(s).

In the event of any incorrect product(s) being received or missing accessories or parts, please notify us and process a return within 72 hours of receiving delivery or collection. We will then book the collection with our couriers.

In the event that you receive an item that has been damaged during the delivery process, please notify us and log a return within 72 hours of delivery or collection of your product(s).

We strive to ensure that the product(s) received are without defect and of high quality. Please note the following which will not be regarded as defects:

• Damage from negligence or failure to care for the product(s)
  
• Damage from incorrect usage
  
• Damage from alterations to the product that differ from how it was originally received
  
• Damage from wear and tear 

If any product(s) are returned where any or all of the products or parts that were originally sold with the product(s) are not included, you may be held liable for any additional costs incurred for any additional collection requests. If missing products or parts are not received, we reserve the right to one of the following:

• Refuse the return
  
• Estimate the value of missing accessories or parts and credit/refund accordingly
  

If any product(s) are returned where it does not comply with this policy, you may be liable for the costs incurred for collecting and returning the product(s) to you.

Sale items are not eligible for a return or refund.

Unless there is a fault in the garment or you received the incorrect garment. 

• While this is something that we envisage for the future, we unfortunately do not have any brick-and-mortar stores. Currently, we host seasonal pop-up shops which we promote posted on our social media platforms. LIKE and FOLLOW our pages by clicking on the icons on the far right hand side of our website to stay up to date with our movements. 
  

• Monday to Friday (Contact for appointment)
  
• Our contact centre is closed over the weekends.
  
• We endeavour to provide you with feedback within 24 hours during business hours. and 72 hours over weekends or public holidays.
  

• Add an item to your cart, register or sign in, then proceed to checkout and process your payment.
  
• Once your payment is received, we will process your order for delivery or collection.
  
• Your order will then be received within 3 - 5 days.

• We provide door-to-door delivery across South Africa, provided that the delivery details are accurate.
  
• Please arrange for someone to be available for the delivery on the day of delivery.
  
• Nala Cape Town will not be liable for any late deliveries due to delays experienced with the courier. We will however attempt to expedite all late deliveries or process replacement orders should the stock be available.
  
• A collection option is available in the Cape Town area only.

• Yes you may, collections are only allowed during business hours (refer to our operating hours), however not over weekends or public holidays.
  
• We currently only have a collection point available in the Cape Town area.

• Order number
  
• Product(s) to be returned
• Reason for return

• Return requests will be approved at the discretion of Nala Cape Town.
  
• Check out our return policy above if you are unsure.

• The only information provided is that which appears on the waybill.
  
• To request an invoice, please email us at hello@nala.capetown.

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