Returns and Exchange

Upon receipt of your order, you have 14 days to contact our Customer Service and make your return or exchange.

Only creations purchased through the e-Boutique France can be returned or exchanged through the e-Boutique France.

Right to cancel

You have the right to cancel the contract created by our written order confirmation without giving any reason fourteen (14) days from the date on which you acquire, or any person you appoint (other than the carrier) acquires physical possession of the products in your order. If you are a customer located in the European Union or the European Economic Area and you have made a purchase through the Sales Channels, this shall be considered your legal right of withdrawal. In order to comply with the withdrawal period, you only need to withdraw from the contract before the expiry of this period.

To cancel the contract and return your product(s), you can contact our Customer Service and follow the instructions given to you, or you can send us an unequivocal written statement to:

Return Process

Products purchased through our e-shop can only be returned to our Naló e-shop returns department by contacting our Customer Service Department.

Products that have not been purchased through the Sales Channels cannot be returned to the distribution center of our e-shop.

To return a product to our e-shop's return department, you must follow the steps listed below:

Call Customer Service

(i) You agree on a return date with our logistics partner. You may be asked at this stage to provide information about the product so that we can make an initial assessment of its condition;

(ii) Please complete the return form contained in the package and sign it. If you need a new copy, Customer Service will send you a return form by e-mail;

(iii) You must include the completed return form with the product and all its accessories, the free items you received with your order, the Service Guide, the Warranty Card and all other documents in the package in their original box;

(iv) Please reseal the package,et

(v) On the agreed date, send us the closed package.

You must retain proof of return shipment, and we will not be responsible if you are unable to provide such proof. Only goods received by the distribution center of our Naló e-shop will be eligible for a refund or exchange.

You may be asked to provide information about the products so that we can make an initial assessment of their condition.

Conditions for product returns

We will verify that the returned product meets the conditions of the Returns and Exchanges Policy and, if so, we will proceed with the applicable refund or exchange.

Our products must be returned in new and undamaged condition, with all protective materials in place and accompanied by the labels and stickers affixed to them (if any), as well as the original Naló box and packaging, including all accessories and documents. We reserve the right not to accept any returns if the product shows signs of wear, or has been used or altered from its original condition in any way, or we may reduce the amount of any applicable refund or exchange accordingly.

If you received free items as part of your order, they must be returned with the products.

All returns will be subjected by us to a rigorous Quality Control ("QC") to ensure that the returned products meet these quality requirements. If the products do not meet the QC standards, we will refuse the return, and the products will be returned to you. If the returned product meets QC, we will issue the applicable refund or exchange.

Failure to comply with these Terms of Sale will give us the right to refuse the returned product and return it to you, at your expense.

Non-exchangeable and non-refundable products

Orders for products that have been custom-made for you in some way cannot be cancelled and such products cannot be returned to us for exchange or refund. This includes products that have been engraved.


You may return a product purchased through our e-boutique for a refund, provided that the return complies with these Terms of Sale, in particular (a) the Right of Cancellation and (b) the Return Process above.

Only the buyer will be entitled to receive a refund of the purchase price. A person who has received the product as a gift (i.e., the "Gift Recipient") shall not be entitled to receive a refund under any circumstances. If you are a Gift Recipient and wish to return a product, please contact Customer Service to discuss your options.

If the return is in accordance with these Terms of Sale, the buyer will normally be refunded using the same payment method that the buyer used for the original transaction, within fourteen (14) days from the date of receipt of the withdrawal request. However, we may defer the refund until the day of receipt of the product that is the subject of the return or upon receipt of proof of shipment of the product by the buyer, whichever comes first. The original shipping charges will be refunded, except in the case of non-standard shipping, in which case the additional charges will not be refunded.


You may return a product purchased through our e-shop and exchange it for another Naló product, provided that the return complies with these Terms and Conditions of Sale, in particular (a) the Right of Cancellation and (b) the Return Process above.

In any case, the sale of the returned product will be cancelled and a new order of the product ordered must be placed.

If a product is to be returned to Naló e-boutique's Customer Service Department to be exchanged for a less expensive product, only the buyer of the returned product will be entitled to a refund of the price difference.

If a product is returned to exchange it for a more expensive product, you will have to pay the price difference.

Manufacturer's Warranty and Your Rights as a Consumer

We are committed to ensuring that each product meets our strict quality standards and has passed all of our technical and esthetic tests.

The selected products are covered by the applicable Naló Warranty. If you wish to repair a product covered by the applicable Naló Warranty, please refer to the applicable Naló Warranty and call our Customer Service. Department for more information.

As a consumer, you may have legal rights under applicable legislation governing the sale of consumer goods; these rights are not affected by these Terms and Conditions or the applicable Naló Warranty.

Sale Items (if any)
Only regular priced items can be refunded. Unfortunately, sale items are not refundable.

To return a product, you must send it by mail to: Service Retours - SAS ENA LOPEZ at 11 rue Lincoln, Paris, 75008, France.

You will be responsible for paying your own shipping costs to return your item. Shipping costs are not refundable. If you receive a refund, the return shipping cost will be deducted from your refund.

Depending on where you live, the time it takes to receive your exchanged product may vary.

If you are shipping an item valued at more than $75, we strongly recommend that you use a shipping service that allows you to track the shipment or purchase shipping insurance. We do not guarantee that we will receive the item you return.