FAQ's
Place An Order
1. DO I NEED TO CREATE A NALEBE ACCOUNT TO PLACE AN ORDER?
You do not need to create an account to make a purchase. However, we recommend that you setup a Nalebe account to enjoy the benefits of managing your account which includes saving your payment information, address details and reviewing your order history
2. WHAT SIZE SHOULD I CHOOSE?
Nalebe shoes come in Italian sizing and are true to size. Please refer to our size guide for further information. This information is also available on the individual product pages.
3. HOW DO I PLACE AN ORDER ON NALEBEOFFICIAL.COM?
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 yourshopping 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 forproviding your shipping address and payment information
4. CAN I RETURN A PRODUCT?
You can return any product purchased on Nalebeofficial.com and receive a new Exchange or Refund (Sales products are eligible for Exchanges Only). Shipping for returns is free of charge. You must ship the product you intend to Exchange/Return within 14 days from the date of delivery. Products cannot be returned after 14days from the date of delivery. REFUND POLICY - Refunds are processed with 5 - 7 Business days
5. HOW WILL I KNOW THAT MY ORDER HAS BEEN PLACED SUCCESSFULLY?
After you place your order, you will receive an email confirmation. Once the details have been verified, your order will be accepted, and the item will then be dispatched.
6. HOW DO I KNOW IF AN ITEM IS IN STOCK?
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
7. CAN I CHANGE MY DELIVERY ADDRESS ONCE THE ORDER HAS BEEN PLACED?
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 Info@nalebeofficial.com
8. CAN I CHANGE MY ORDER ONCE IT HAS BEEN PLACED?
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
9. CAN I ADD AN ITEM TO AN EXISTING ORDER?
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
10. CAN I INCLUDE A MESSAGE WITH MY ORDER?
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
11. CAN I HAVE MY ORDER WRAPPED ? THIS OPTION IS ONLY AVAILABLE DURING THE HOLIDAYS
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
12. CAN I PURCHASE A GIFT VOUCHER?
Yes, you can do this or contact us directly
13. HOW CAN I CHECK THE STATUS OF MY ORDER?
You can check your order status at any time by logging in to the Account page
14. CAN I EXCHANGE A PRODUCT?
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
15. CAN I RETURN AN ITEM I RECEIVED AS A GIFT?
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
16. WHAT IS THE “AS NEW” CONDITION?
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
17. CAN I REMOVE THE TAGS?
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
1. RETURNS RECEIPT CONFIRMATION POLICY?
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 5-7 business days for us to process your return
2. EXCHANGE CONFIRMATION
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.
3. I CANNOT FIND A RETURN LABEL IN MY PARCEL?
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
4. SALE ITEMS
All Sale Items are Final sale and only eligible for exchanges. Please reach out to us with any questions prior to purchasing sale Items
Payments
1. CAN I COMBINE DISCOUNT CODES?
Discount codes cannot be combined on purchases, the higher discount will apply. For already discounted products, Automatic discounts will not apply.
2. WHAT PAYMENT METHODS ARE ACCEPTED?
We accept payments by Credit/Debit Card, PayPal and Bank Transfer and other payment methods listed on our website
3. IS IT SAFE TO USE MY CREDIT CARD?
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, PLEASECONTACT NALEBE CUSTOMER SERVICE AT INFO@NALEBEOFFICIAL.COM
4. IS SAVING MY CARD SECURE?
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.
PLEASE SEE OUR PRIVACY POLICY FOR FURTHER INFORMATION.
5. IS MY PERSONAL INFORMATION KEPT PRIVATE?
At Nalebe by Amina Means all the information you provide to us is kept private and confidential and is used only for purposes that you approve. Please see our Privacy Policy for further information.
6. WHEN WILL I BE CHARGED FOR MY PURCHASE?
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.