FAQ - REFUNDS/RETURNS
- How do I place an Order on Nalebeofficial.com?
Answer - To place an order simply follow these steps:
- Browse. Browse through our product categories and view more details on each product page.
- Select. Select your size and color (if the option is available) and add your chosen item to your shopping bag by clicking on the ‘BUY’ button.
- Review before purchasing. Review the items you have selected by clicking on your shopping bag displayed as ‘BAG’ at the top of any page. To delete an item from your shopping bag, click on the ‘DELETE' next to the item.
- Purchase. Finalize your purchase by clicking on ‘CHECKOUT’ and following the instructions for providing your shipping address and payment information.
- Can I return a Product? Yes we have a 14 Day Return Policy
Answer - You can return any product purchased on Nalebeofficial.com and receive a new Exchange. Shipping for returns is free of charge. You must ship the product you intend to Exchange within 14 days from the date of delivery. Products cannot be returned after 14 days from the date of delivery.
REFUND POLICY - Refunds are processed with 5 - 7 Business days
ALL SALE ITEMS ARE FINAL SALE.
- How do I know if an Item is in stock?
Answer - You can see which sizes are available in either of 2 ways. You can choose the category of product you are interested in and filter to display by size. The other way is to go to the detailed information page of each product where available sizes are displayed.
- Do I need to Create an Online Account to order?
Answer - You can place an order without registering. When you check out simply choose to make your purchase as a ‘guest’.
There are advantages to registering at the Nalebe store, so we do recommend you take a minute to register.
Some Advantages include Nalebe Rewards which are known as Nalebe Perks, Nalebe Perks are convertible rewards that can be used as discount codes towards your purchase.
Creating an account helps you track your order in real time, Stay up to date on new releases, receive notifications on your orders, Wishlist, sale Items etc.
For future purchases you can check out without having to re-enter your payment information and address information; you can save items to your wish-list, track your orders directly from ‘my account’, review your order history and make changes to or organize your personal details.
- How will I know when you have received my order?
Answer - After you have placed your order on Nalebeofficial.com, you will receive an email confirming that your order has been received. If you do not receive a confirmation that your order has been received within 24 hours of making your purchase, please contact Nalebe Customer Service at Info@Nalebeofficial.com.
Immediately after your order is placed our payment security and operations teams will confirm the payment authorization, and the availability of the product you purchased. There might be a verification of the payment card data before shipping your order. This normally requires less than 24 hours, but delivery times may be subject to delay by consequence.
If the payment authorization is fully approved and the product is available, the next email you will receive from us will be to confirm your order has been shipped.
If there are any questions concerning the payment authorization or any issues regarding the item(s) you have purchased, you will be contacted by Nalebe Customer Service within 24 hours of your purchase.
- Can I change my delivery address once the order has been placed?
Answer – At Nalebe we make every effort to ensure that orders placed with our online store are processed as soon as possible. So, as soon as an order is placed and authorized, the order information is sent to our fulfillment department for processing. Once the order information is sent for processing, changes can take time so please contact our customer service at Info@nalebeofficial.com
- Can I change my order once it has been placed?
Answer - If you wish to change your order after it has been placed, please contact Info@Nalebeofficial.com Customer Service. We make every effort to ensure that orders placed with our online store are processed as soon as possible. So, as soon as an order is placed and authorized, the order information is sent to our fulfillment department for processing.
We will make every attempt to help you change your order if it's within 24 Hours of purchase before it's shipped out.
We offer free returns, so if it is too late to change your order, you can simply send it back to us.
- Can I add an Item to an Existing Order?
Answer - We cannot add a product to an order or combine two orders in the same delivery after the order has been placed on our website. If you would like to add an item to your order, simply place a new order for the item.
- What size should I choose from?
Answer- All Nalebe products originate in Italian sizes but are displayed in local sizes, which means UK size for UK, US Sizes for US Sizes, French size for France, IT Sizes for Italian sizes and European size for all other countries of the European Union. Just select your normal local size while shopping.
There are also equivalent size charts for each product to help with guidance.
Different products may fit differently depending on the style. We offer free and simple returns.
If you are interested in knowing the size conversion, for your convenience we have provided a size chart for our shoes and accessories
- What Country does Nalebe deliver to?
Answer – We currently deliver Worldwide. 48 - 72 Hours within the United States and Canada. Worldwide shipping takes between 3 - 5 Business Days
- Can I include a Message with my order?
Answer - Yes. You can send any purchase as a gift simply by selecting the gift tab during checkout.
This option of a gift card is only available during festive seasons and holidays
When you select your purchase as a gift, you can include a message that will be printed on a gift card. The card will be placed in an envelope inside the box. The box will be enclosed with a gift ribbon.
No price will be included in gift orders, for orders shipped to other countries, the price of the item will be indicated in the packing slip enclosed in the parcel as this is required for customs.
- Can I have my order wrapped? This option is only available during the holidays
Answer - When you purchase an item as a gift, it is wrapped with gift ribbon around the Nalebe product box. You can also include a personalized gift card in the parcel, by indicating a personal message during checkout.
Gift Wrapping is free.
The price of the product will not be visible on the packaging, except for gifts sent to Canada, China, Japan, Switzerland, Norway, the United Arab Emirates and Hong Kong, where the prices of the products must be visible on the invoice
Please reach out to us for custom requests at Info@nalebeofficial.com
- Can I purchase a Gift Voucher?
Answer – Yes you can do this from the Nalebeofficial.com site
- Do I pay duties or taxes on my Order?
Answer - In USA state sales tax is applied in accordance with local regulations, no duties will be due. The Sales Tax, where applicable will be calculated in the Shopping Bag after you indicated the state where you want to ship your order.
- How can I check the status of my order?
Answer - You can check your order status at any time by logging in to the Account page
- Can I exchange a product?
Answer - You can change size, without changing the model and color. You can also exchange items with ones that are different from the item purchased originally as long as the price is the same. This is subject to availability
- What is your Return/Refund policy?
Answer - You can return any purchase you make with the Nalebe Online Store for an Exchange for items in as new condition. The return shipping is FREE if done within 14 days.
You must ship the item you wish to return back to us within 14 days of the date in which your order was delivered to you. Items returned to us after 14 days will not be accepted.
Please allow up to 5-7 business days for us to process a refund on a returned product
- Can I return an Item I received as a gift?
Answer - Yes. A return of an item purchased as a gift will result in an Exchange.
If you receive an item as a gift and wish to return it, simply follow the instructions on how to ship the item back, it is very easy and return shipping is free.
- What is the “As New” Condition?
Answer - Items returned to us need to be 100% ‘as new’. This means they cannot be worn except to try on, and they cannot have any scratches on any part of the uppers or soles, have any dirt, scuff marks or excessive wrinkles.
We suggest that when you are trying on shoes before you’ve decided to keep them, you only walk on carpets in order to protect the soles of the shoes.
Items that are not ‘as new’ will not be accepted for return, and will be returned to you.
- Can I remove the Tags?
Answer - Tags affixed to products must not be removed if you plan to return your purchase(s). If the tags are removed, the products will not be accepted for exchange
- Returns Receipt Confirmation policy?
Answer - When we receive your returned merchandise back to our Returns Center, we will inspect the products to make sure they are in “as new” condition. You will receive an email that the return was received and an Exchange email confirmation would be sent.
Please allow up to 3-5 business days for us to process your return.
- Exchange Confirmation
Answer - When we receive your returned merchandise back to our Returns Center, we will inspect the products to make sure they are in “as new” condition. You will receive an email that the return was received and an Exchange would be resent free
- I cannot find a Return label in my parcel?
Answer - We cover the return shipping fee if it's within the 14 days timeline of delivery. A free return label can be printed out from your account page
24. Can I Combine Discount Codes?
Answer - Discount codes cannot be combined on purchases, the higher discount will apply. For already discounted products, Automatic discounts will not apply
25. What payment methods are accepted?
Answer - We accept payments by Credit/Debit Card, PayPal,and Bank Transfer and other payment methods listed on our website.
26. Is it safe to use my Credit Card?
Answer - The security of your payment details is a top priority for us. To ensure that your shopping experience is safe, simple and secure, Nalebe uses Secure Socket Layer (SSL) technology provided by Verisign to protect the data you send us over the internet. All credit card transactions on this site are processed using a secure online payment gateway which encrypts your card details in a secure host environment.
If you have any questions regarding the use of your credit card, please contact Nalebe customer service at Info@Nalebeofficial.com
27. Is saving my card secure?
Answer - You have the option to save your credit card details in ‘my account’, if you have created a personal account by registering on the store. Selecting this option allows you to check out more quickly the next time you place an order with us. Our site features state-of-the-art security systems to encrypt and manage your payment details.
If you prefer not to save your payment details in ‘my account’, you can delete all stored payment details at any time, directly in the “Payment Info” page.
28. Is my personal information kept private?
29. When will I be charged for my purchase?
Answer - Your credit card or PayPal account will be charged immediately your order is processed. You will get a shipping confirmation email as soon as the order is shipped and you were debited for the order. Prior to confirming your order, the amount authorized for the purchase will be reserved on your credit card or PayPal account.
30. Sale Items
Answer - All Sale Items are Final sale, no returns, or refunds. Please reach out to us with any questions prior to purchasing sale Items