Refund policy

Delivery Information

  • Orders of £30 or more qualify for free delivery. For orders under £30, a £3.95 delivery charge will apply.
  • We only accept orders with a UK delivery address.
  • The product price you see on our website includes VAT.
  • All deliveries are by courier service and should arrive within 2 – 4 working days. Leave safe and delivery to a neighbour have been disabled on our DPD account due to security reasons.
  • DPD will deliver but will not ask for a signature, they usually take a photo of the parcel in the open doorway of the delivery address.  If you are not at home you can chose what happens to your parcel via the "in flight" options via the DPD app or tracking page.

Returns & Refund Information

  • Before returning an item to us, please contact us by email to obtain a returns authorisation number (RA#) team@nalu.co.uk or by phone 0800 3688964.  A returns form is included with your order.  Please ensure you have your WEB order number so we can issue your RA#.  Please note, we cannot process any returns without prior authorisation and a completed returns form.
  • You can return any product up to 14 days following receipt of the item.
  • The product must be unused, in its original packaging and in a saleable condition.
  • You will be responsible for the shipping cost of returning the product.
  • We will only refund the shipping cost, should we have picked the wrong product in error, or it is proven to be faulty.
  • Returns will be processed and refunded within 15 working days from receipt of the item into our returns department and on the basis that it complies fully with our terms and conditions.
  • Refunds will be paid to your purchasing card.
  • If you are looking to exchange an item based on a sizing issue, please make the customer service team aware when you contact them for a returns number.
  • When returning a product, please be aware that this is at your risk until received by us.  We therefore strongly recommend you return the item using a tracked service with insurance cover, in case of damage or loss.
  • We reserve the right to refuse a returned item if we deem it to be in an unsuitable condition. 
  • Hygiene notice:
    For health and hygiene reasons, we cannot accept returns of pillows that have been opened or used, unless they are faulty.