NAOLULU FAQ

Quickly find answers to the most common questions. All information on orders and shipping, payment methods, returns and refunds, size guide, and care for our garments. Haven't found your answer? Contact customer service: we will reply within 24 hours.
HOW TO SHOP AND ORDER

Everything you need to know to order on NAOLULU simply and securely. For a complete guide, visit the How to Purchase page.

Do I need to create an account to order?

No, you can also order as a guest using only your email address. However, creating a NAOLULU account allows you to:

— Speed up subsequent purchases

— Save your wishlist

— Manage addresses and payment methods

— Track your order status

— Access your order history

How do I complete an order?

The process is simple:

  1. Browse the catalog and add products to your cart
  2. Select the desired size and color
  3. Click on "Cart" and then "Proceed to checkout"
  4. Enter shipping and billing information
  5. Choose your payment method
  6. Confirm the order

    You will immediately receive a confirmation email with a summary.

Can I modify or cancel an order?

Yes, you can modify or cancel the order directly from the "My Orders" section of your account, as long as the order has not been prepared by the warehouse (usually within 12 hours of purchase). Alternatively, email us as soon as possible at naolululab@gmail.com, indicating your order number and the requested modification. Once the order is being prepared or has been shipped, it is no longer possible to modify or cancel it.

Can I add items to an already confirmed order?

No, it is not possible to add items to an already confirmed order. If you forgot an item, we recommend placing a new separate order immediately.

Are orders guaranteed?

Yes. All orders on NAOLULU are covered by:

— 2-year legal guarantee (Italian Consumer Code)

— 14-day right of withdrawal from delivery

— Compliance with European consumer regulations (EU Directive 2011/83)

— Secure payments with SSL and 3D Secure

Can I order via an app?

Currently, orders are placed exclusively online through the website. Our customer service is still at your disposal: write to us at naolululab@gmail.com or through the contact page.
PRICES AND PAYMENTS ON NAOLULU

Complete information on secure payment methods, installment options, and invoicing. For more details, visit the Prices and Payments page.

What payment methods do you accept?

We accept all major payment methods:

— Credit and debit cards: Visa, Mastercard, American Express

— PayPal (with account or as a guest)

— Apple Pay (on Apple devices)

— Google Pay (on Android)

— Klarna: pay in 3 interest-free installments

— Scalapay: pay in 3 interest-free installments

All methods are active at checkout based on availability in your country.

Are payments secure?

Absolutely. NAOLULU uses the highest security standards:

— 256-bit SSL encryption on all pages

— 3D Secure protocol for card verification

— PCI DSS Level 1 compliance

— Tokenization of sensitive data

— Certified international payment providers

Your full card details are never stored on our servers.

How does paying in 3 installments work?

We offer two installment payment options, both interest-free and with no additional costs:

KLARNA — Pay in 3 monthly installments. The first at the time of order, subsequent ones in the following months.

SCALAPAY — Pay in 3 monthly installments with the same system. Italian service.

At checkout, select one of the two methods: the payment plan will be shown to you before confirmation.

When is payment charged?

STANDARD PAYMENTS (cards, PayPal, Apple/Google Pay): the amount is charged upon order confirmation.

INSTALLMENT PAYMENTS (Klarna, Scalapay): the first installment upon confirmation. Subsequent installments follow the provider's schedule, generally at 30 and 60 days.

Can I receive an invoice?

Yes, you can request an invoice during checkout. The invoice is issued only upon request.

FOR INDIVIDUALS: enter your tax code in the billing details.

FOR COMPANIES: enter your company name, VAT number, and recipient code (SDI) or PEC.

The invoice will be sent to you by email after the order has been shipped.

In what currency are payments made?

All payments are made in EURO (€). If you use a card in a different currency, the conversion is handled by your bank at the daily exchange rate. Currency exchange fees may be applied by your bank.

What happens if payment fails?

If payment is declined:

— Verify that your card details are correct

— Check your available credit limit

— Check with your bank for any blocks on online purchases

— Try an alternative payment method

In case of persistent problems, please contact customer service.
AVAILABILITY, QUALITY AND PACKAGING

NAOLULU is a multi-brand shopping destination: a curated selection of established and emerging brands in contemporary fashion. All products are original and authentic.

Are the products authentic?

Yes, absolutely. All products on NAOLULU are 100% authentic and original, supplied by the brands, their licensees, or official distributors. Each item is shipped with:

— Original brand tags

— Composition and care labels

— Original brand packaging (dust bag, boxes, cases)

— Any authenticity certificates

How does product availability work?

NAOLULU works with the European warehouses of its partner brands. Availability is updated in real-time on the website. Some items are in limited stock and may sell out quickly: if you are interested in a product, we recommend completing your order as soon as possible. For out-of-stock products, you can click on "Notify me when available" to receive a notification when stock is replenished (if planned).

Which brands are the products from?

NAOLULU offers a curated selection of established and emerging international fashion brands, with a focus on contemporary style. The catalog includes Italian and European brands, quality international brands, and selections of accessories and apparel. Explore our collections to discover all available brands.

How is the order packaged?

Each item is shipped in its original brand packaging (dust bag, boxes, cases where applicable), placed inside a neutral shipping carton. Inside the package, you will find:

— Product in its original brand packaging

— Original tags and labels still attached

— Shipping documents and invoice (if requested)

The outer carton is neutral and does not bear any logos, to ensure maximum discretion during delivery.

Do you offer gift wrapping?

At the moment, we do not offer a personalized gift wrapping service, as products are shipped in their original brand packaging (which is already elegant and suitable for gifting). For special requests (e.g., gift note), please contact us at naolululab@gmail.com before checkout: we will assess what is possible based on the selected brand.

What happens if I receive a defective or non-compliant product?

We apologize for the inconvenience. Please contact us within 14 days of delivery at naolululab@gmail.com with:

— Order number

— Clear photos of the product

— Clear photos of the label

— Clear photos of the defect or issue

— Detailed description

The case will be examined in coordination with the warehouse. If the defect is confirmed, you will receive a free return label and a full refund (or replacement if available). For more details, please refer to the Returns and Refunds page.
SHIPPING, DELIVERIES, AND INVOICING

Tracked shipments with premium couriers (UPS, FedEx, DHL) throughout Italy and Europe. For complete details, visit the Orders and Shipping page.

What are the shipping costs and delivery times?

ITALY

— Standard Shipping: €12.90

— Free Shipping: for orders over €200

— Delivery Times: 5-10 business days

EUROPEAN UNION

— Standard Shipping: €19.90

— Free Shipping: for orders over €250

— Delivery Times: 7-14 business days

The indicated times include 24-48 hours for package preparation by the warehouse, plus shipping via courier.

Which countries do you ship to?

We currently ship to Italy and all 26 countries in the European Union, via UPS, FedEx, or DHL. We do NOT ship to Russia, Belarus, Ukraine, or other non-EU countries at this time. We are evaluating expansion to other destinations in the coming months.

How do I track my order?

Once the order has been shipped, you will receive the tracking code directly from the DHL courier via email, SMS, or WhatsApp. You can follow the delivery:

— Through the communication received from the courier

— On the official courier website (UPS, FedEx, DHL) by entering the code

— Via DHL courier chat, where available

Tracking becomes active within a few hours of label creation.

What happens if I am not present for delivery?

UPS, FedEx, and DHL couriers generally make 2-3 delivery attempts. If you are not present:

— The courier leaves a notice with instructions

— Makes subsequent attempts on the following business days

— Eventually deposits the package at a local pick-up point

ATTENTION: if the order is not collected within 5-7 days or delivery cannot be completed, the package is returned to the warehouse and a penalty of €45 is applied to the customer (in addition to the original shipping cost). We advise you to actively follow the tracking.

Why do I receive multiple separate packages?

NAOLULU is a multi-brand destination: products from different brands are stored in separate warehouses in Europe. If your order includes items from different brands, each warehouse prepares and ships its own products independently. You will receive:

— Separate shipping notification for each package

— Dedicated tracking code for each shipment

— A SINGLE shipping fee for the entire order (not multiple)

Can I change the shipping address?

Yes, but only before the warehouse prepares the package (usually within the first 12 hours). Contact us as soon as possible at naolululab@gmail.com, providing your order number and the new full address. If the order has already been shipped, we cannot change the address.

Do I have to pay customs duties?

No, for Italy and the EU there are no additional costs. The final price includes VAT and packages travel within the European customs area without customs. In case of checks, the logistics partner automatically provides all necessary documentation.

How does invoicing work?

After purchase, you will always receive an order confirmation via email, with a summary of products and shipping details. The invoice is issued exclusively upon request: to receive it, enter your tax code (for individuals) or company name, VAT number, and SDI code or PEC (for companies) at checkout. It will be sent via email after shipping.
RETURNS AND REFUNDS

You have 14 days from delivery to request a return, in accordance with European regulations. For the complete procedure, visit the Returns and Refunds page.

What is your return policy?

You have 14 days from the delivery date to request a return, in accordance with the right of withdrawal provided by European regulations (EU Directive 2011/83).

CONDITIONS FOR RETURN:

— Unused, undamaged, and unwashed items

— All original tags still attached

— Original brand packaging (dust bag, cases, boxes)

— Any included accessories

How does the return procedure work?

  1. REQUEST A RETURN — Access the "My Orders" section of your account and activate the return procedure. Alternatively, write to us at naolululab@gmail.com within 14 days of delivery, indicating your order number and the item to be returned.
  2. RECEIVE THE LABEL — We will send you a prepaid return label via email.
  3. SHIP — Pack the product in its original packaging, apply the label, and drop off the package at the designated collection point.
  4. AWAIT VERIFICATION — The warehouse verifies the condition of the product (5-7 business days).
  5. RECEIVE REFUND — If the verification is positive, the refund will be processed within 7-14 business days to the original payment method.

Is return shipping free?

Yes, returns are free for all items purchased on NAOLULU. We provide a prepaid shipping label to be applied to the package. The customer receives the label via email after opening the request, ships with the indicated courier, and retains the shipping receipt until the refund is processed.

How long do I have to return an item?

You have 14 days from the delivery date to activate the return request (from your account or via email). After 14 days, we can no longer accept returns, except for manufacturing defects.

When will I receive my refund?

The timing depends on three phases:

  1. RETURN SHIPMENT: 1-5 days in Italy/EU
  2. WAREHOUSE VERIFICATION: 5-7 business days from receipt
  3. CREDIT TO PAYMENT METHOD: 7-14 business days

    The refund corresponds to the price of the returned item; original order shipping costs are not refundable. For Klarna/Scalapay installment payments, the refund follows the provider's timeline.

Can I change the size or color?

We do not offer direct exchanges to ensure you receive your desired product as quickly as possible. The quickest method is:

  1. ORDER THE NEW ITEM immediately with the desired size/color
  2. REQUEST A RETURN for the old item following the standard procedure
  3. RECEIVE A REFUND once the return has been verified

    To choose the correct size for your first purchase, consult the size guide.

What should I do if I receive a defective or incorrect item?

Contact us within 14 days of delivery at naolululab@gmail.com with:

— Order number

— Photo of the product

— Photo of the label

— Photo of the visible defect or problem

— Detailed description

The case will be examined with the warehouse. If confirmed: free return label, full refund (including original shipping costs) and replacement if available. PLEASE NOTE: without the three photos (product + label + defect), the case cannot be processed.

Which items cannot be returned?

For hygiene reasons and in accordance with European regulations, we do not accept returns for:

— Underwear and lingerie

— Swimwear (unless intact with hygiene label)

— Beauty products (creams, perfumes, cosmetics)

— Earrings and piercing jewelry

— Personalized or custom-made items

— Items discounted by more than 50% (Final Sale)

— PreLoved Items

EXCEPTION: manufacturing defects — contact us within 14 days. Returns that do not comply with the policy may be returned to the customer at their expense or incur a refund reduction of up to 50%.
SIZES AND FIT

All the information you need to choose the right size on your first purchase. For complete conversion tables and recommendations for each brand, please consult the complete size guide.

How do I choose the right size?

On each product page you will find:

— IT, EU, UK, US conversion chart

— Detailed garment measurements in cm

— Fit indications (slim, regular, oversized)

— Height of the model in the photo

— Direct link to the complete size guide

For specific questions, please contact us at naolululab@gmail.com, indicating the item you are interested in and we will help you choose.

Are sizes uniform across brands?

No. Each brand may have a slightly different fit, even for the same indicated size. For example, Italian brands often have a tighter fit, American brands a looser fit, and luxury brands a tailored fit. For this reason, we always advise you to:

— Check the specific brand size chart on the product page

— Compare the measurements in cm with a similar garment you already own

— Read the product fit indications

What does fit mean (slim, regular, oversized)?

SLIM FIT — Close-fitting. If you are between two sizes, choose the larger one.

REGULAR FIT — Classic and balanced fit. Follow your usual size.

RELAXED FIT — Slightly wider and more comfortable fit. Follow your size, or choose the smaller one for a more streamlined look.

OVERSIZE FIT — Loose and trendy fit. Choose your usual size for an oversized look, or a smaller one for a less pronounced effect.

How do I correctly measure my size?

To find out your exact size, measure the main dimensions:

CHEST/BUST — Widest point, under the armpits

WAIST — Narrowest point, at naval height

HIPS — Widest point of the pelvis

INSEAM — From the crotch to the floor (for trousers)

Use a tailor's tape measure and take snug but not tight measurements, then compare them with the product size chart. For detailed instructions and images, visit the size guide.

How do I convert sizes between IT, EU, UK and US?

You can find complete and updated conversion tables for women, men, shoes and accessories in the complete size guide. Since correspondence may vary slightly from brand to brand, always refer to the specific table indicated on the product page.

What if the size is not right?

You have 14 days from delivery to request a return following the standard procedure. The fastest way to change size:

  1. ORDER THE CORRECT SIZE IMMEDIATELY (so we reserve it for you before it sells out)
  2. REQUEST THE RETURN of the incorrect size
  3. RECEIVE A REFUND once the return has been verified

    For more details, visit the Returns and Refunds page.

Didn't find the answer you were looking for?

Our team is available to answer any specific questions not covered by the FAQ.

Write to us at naolululab@gmail.com: we will respond within 24 business hours.

For urgent requests regarding current orders, always include the order number in the subject line of your email to receive priority in our queue.

CUSTOMER SERVICE HOURS — Monday-Friday: 9:00 AM-6:00 PM (CET)
EMAIL — naolululab@gmail.com

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