Shipping Policy

SHIPPING, DELIVERY & ORDER PROTECTION POLICY

At Nalu Boutique, we are committed to providing a transparent, reliable, and satisfactory shopping experience. To maintain fairness and protect both our customers and our business, the following terms apply to all orders placed through our website, subject to applicable law.

1. ORDER PROCESSING TIME

All orders are generally processed within 2–3 business days of receipt, excluding overnight orders(Monday - Thursdays), weekends, and applicable holidays.

Once an order has been processed and transferred to USPS or our designated shipping carrier, customers will receive a shipping confirmation containing a tracking number and tracking link.

Please allow 24–48 hours for tracking information to update after the carrier receives the package.

If an order cannot be shipped within the promised timeframe, customers will be notified and offered the applicable options for consenting to a delay.

2. SHIPPING CARRIER RESPONSIBILITY

Once an order has been dispatched, its transportation and delivery are handled by USPS or the designated shipping carrier.

Nalu Boutique does not control the carrier's delivery schedule, routing decisions, scanning procedures, or unexpected transportation delays.

In the event of a delayed, misrouted, damaged, or missing shipment, customers are encouraged to contact the carrier, as well as our customer service (naluboutique@gmail.com) promptly. However, please note that Nalu Boutique is not responsible for any delayed, misrouted, damaged or missing shipment.

Carrier-related investigations and eligible claims are initiated directly through USPS or the respective shipping provider. Where necessary, Nalu Boutique will provide available shipping documentation to assist with the investigation.

3. SHIPPING ADDRESS ACCURACY & CUSTOMER RESPONSIBILITY

Customers are responsible for providing complete and accurate shipping information before finalizing their purchases.

This includes the recipient's full name, street address, apartment or unit number (if applicable), city, state, country and correct ZIP code.

Nalu Boutique processes shipments using the shipping information submitted and confirmed by the customer at checkout.

If a customer discovers an error in their shipping information, they must contact us via email naluboutique@gmail.com with 10-24hrs or as soon as possible before the order is dispatched.

Once an order has been shipped, Nalu Boutique cannot guarantee an address modification or successful delivery redirection.

Where our shipping records confirm that the package was correctly addressed using the information submitted at checkout, Nalu Boutique will not assume responsibility for additional shipping expenses if the order is returned to us. 

4. RETURN TO SENDER & MANDATORY RESHIPPING FEES

If USPS or another carrier returns a package to Nalu Boutique because of an unsuccessful delivery, an unknown addressee, an incomplete or undeliverable address, an unclaimed shipment, or a delivery refusal, the following conditions apply:

• The original shipping payment covers only the initial shipment.

• Nalu Boutique will notify the customer after receiving the returned package.

• The customer must verify and reconfirm their complete shipping information.

• Where the original shipping label matches the address supplied by the customer and the return was not caused by a Nalu Boutique fulfillment error, the customer will be responsible for paying the additional postage required for reshipment.

• A new shipping invoice will be provided, and the package will be dispatched once the additional shipping fee has been received.

IMPORTANT: A package being returned to Nalu Boutique by USPS does not constitute an order cancellation or establish eligibility for a monetary refund.

Returned-to-sender merchandise remains subject to our published No Refunds, No exchange, Store Credit Only Policy.

5. REFUSED, UNCLAIMED & UNDELIVERABLE PACKAGES

Customers are responsible for making reasonable arrangements to receive their orders at their designated shipping addresses.

A customer's refusal to accept a shipment, failure to retrieve an available package, or failure to provide deliverable address information does not automatically cancel the original purchase.

Where a package is returned under these circumstances, additional shipping costs may apply before the merchandise can be dispatched again.

Nalu Boutique will contact the customer regarding the available resolution once the returned merchandise has been received and its condition verified.

6. No REFUNDS, NO EXCHANGE, STORE CREDIT ONLY 

Nalu Boutique maintains a strict NO REFUNDS, NO EXCHANGES, STORE CREDIT ONLY policy for all standard purchases made through our website, subject to applicable law.

By placing an order with Nalu Boutique, customers acknowledge and agree to the following terms:

ORDER PLACEMENT & 24-HOUR CANCELLATION WINDOW

Customers have a maximum of 24 hours from the time of purchase to request an order cancellation. All cancellation requests must be submitted to our customer service email naluboutique@gmail.com.

Once the 24-hour cancellation window has expired, orders are considered final under our standard cancellation policy. Refunds, direct merchandise exchanges, or cancellations due to a change of mind or personal preference will not be accommodated.

MERCHANDISE AVAILABILITY

If the purchased merchandise is available, Nalu Boutique will process and dispatch the order in accordance with our published shipping policy.

If an item becomes unavailable before fulfillment, the customer will be notified and offered store credit toward a future purchase. Where applicable law requires a monetary refund for an unfulfilled or unavailable order, the customer will retain that right.

RETURNED MERCHANDISE & STORE CREDIT

Nalu Boutique does not offer refunds or direct merchandise exchanges for standard eligible returns. Approved returned merchandise will be processed exclusively for store credit.

• Returned items must meet our published return requirements, including their original condition, packaging where possible, and attached tags.
• Store credit will be issued within 8-15 business days following receipt, inspection, and approval of the returned merchandise.
• Store credit codes are valid for one-time redemption and cannot be converted into cash.

PACKAGES RETURNED BY SHIPPING CARRIERS

If an order has been successfully shipped but subsequently returned to Nalu Boutique by USPS or another shipping carrier for reasons beyond our control, the customer may arrange for reshipment upon verification of their shipping address and payment of the additional shipping fee.

Where the customer elects not to proceed with reshipment, the merchandise may be processed for store credit in accordance with our return policy. A carrier-initiated return does not  entitle the customer to a refund or  exchange.

IMPORTANT POLICY NOTICE

Nalu Boutique’s No Refunds, No Exchanges, Store Credit Only Policy applies consistently to all standard purchases to ensure fairness and uniform enforcement of our terms.

Placing an order constitutes acknowledgment of the policies disclosed at checkout. A customer’s decision not to accept or proceed with an available merchandise or reshipment resolution does not, by itself, establish eligibility for a refund.

7. UNAUTHORIZED RETURNS & RETURN PROCEDURES

Customers wishing to return merchandise should contact Nalu Boutique before shipping items back to our facility.

Customers must follow the return instructions provided by our customer service department.

A package returned without prior communication will be reviewed under our published return policy and will not automatically be treated as an approved store credit.

Customers are responsible for retaining their return tracking information and proof of shipment.

Approved returns must include the original invoice or sufficient identifying information, including the order number, billing name, address, and reason for return.

These procedures do not restrict any non-waivable consumer rights.

8. ORDER CANCELLATION & MODIFICATION

Customers requesting an order cancellation or modification (address change or name changes) must contact Nalu Boutique - naluboutique@gmail.com within 24 hours of placing their order.

After this window, the order may proceed through processing and shipping, and cancellation requests under our standard cancellation policy will not be accepted.

Any legally required cancellation or refund rights remain unaffected.

9. DAMAGED, DEFECTIVE, MISSING OR INCORRECT MERCHANDISE

Customers who receive damaged, defective, incomplete, or incorrect merchandise should contact Nalu Boutique as soon as reasonably possible, preferably within 24hrs-72hrs of delivery. For Damaged items, the item must be returned within 72hrs.

To assist with a prompt investigation, we may request:

• The original order number.

• Clear photographs of the merchandise.

• Photographs of the shipping packaging and label.

• A brief description of the reported issue.

Nalu Boutique will review the submitted documentation and determine the appropriate remedy based on the circumstances, available evidence, and applicable law.

Where Nalu Boutique is responsible for an incorrect or defective shipment, the customer will not be required to pay additional shipping costs to correct our error. And we shall send out a new item and update you via email with a tracking number.

10. PAYMENT DISPUTES & CHARGEBACK RESOLUTION

Nalu Boutique takes payment disputes seriously and is committed to resolving legitimate customer concerns professionally.

We strongly encourage customers to contact our customer service department before initiating a payment dispute so that we have an opportunity to investigate the issue and offer an appropriate resolution.

In the event of a chargeback, Nalu Boutique reserves the right to provide the relevant financial institution or payment processor with supporting transaction evidence, including:

• Original order and payment confirmations.

• Shipping addresses submitted at checkout.

• Shipping labels and postage records.

• Carrier tracking and delivery documentation.

• Applicable policies disclosed at the time of purchase.

• Customer correspondence and previous resolution offers.

All disputes will be reviewed against the original transaction details, relevant store policies, and applicable payment-network rules.

Nothing in this policy prevents customers from exercising their lawful rights to dispute an unauthorized charge, billing error, or qualifying purchase issue.

12. PAYMENT VERIFICATION & FRAUD PREVENTION

For the protection of our customers and business, Nalu Boutique reserves the right to review orders flagged for potential payment irregularities, inconsistent shipping information, or suspected unauthorized transactions.

Additional confirmation of order information may be requested through secure communication channels before fulfillment.

Where an order cannot be appropriately verified, Nalu Boutique may cancel the transaction and return the payment to its original source, in accordance with applicable law and payment-processing requirements.

13. HIGH-VALUE ORDERS & SIGNATURE CONFIRMATION

Nalu Boutique reserves the right to require signature confirmation or additional delivery verification for selected orders, particularly high-value purchases.

Where signature confirmation is required, delivery will be subject to the designated carrier's procedures.

Customers are responsible for providing shipping information suitable for successful delivery and cooperating with reasonable delivery arrangements.

14. DISCOUNT CODE POLICY

Discount codes must be applied before an order is completed.

Once a purchase has been confirmed, discount codes cannot be retroactively applied, and customers are not automatically entitled to adjustments for missed promotional offers.

Any discretionary promotional adjustment will be determined by Nalu Boutique's customer service department, subject to applicable law.

15. LOCAL PICKUP POLICY

Our local pickup location is:

18761 North Frederick Avenue, Suite S, Gaithersburg, MD 20879.

Pickup hours are Monday through Friday, 11:00 AM to 5:00 PM.

We do not accept walk-ins. Customers must receive confirmation that their orders are ready before pickup and must book an appointment for pickup to avoid any inconvenience.

Order confirmation and reasonable identification may be requested to verify that merchandise is released to the authorized purchaser or their designated representative.

16. POLICY UPDATES & EFFECTIVE DATE

Nalu Boutique reserves the right to revise its shipping, cancellation, return, and delivery policies as necessary.

Updated policies will be published on our official website and will apply prospectively to orders placed after their effective date. Existing orders remain subject to the applicable terms disclosed at the time of purchase and governing law.

THANK YOU FOR SHOPPING WITH NALU BOUTIQUE.

For questions, shipping concerns, or order assistance, please contact:

Email: naluboutique@gmail.com
Phone: 301-869-4200