Terms of service
Article 1 – Definitions
In these terms and conditions, the following definitions apply:
- Entrepreneur: Nala Luna, the trader offering products to consumers via its online store.
- Consumer: any natural person who acts for purposes which are outside their trade, business, craft or profession when purchasing from Nala Luna.
- Contract: the distance agreement concluded between the entrepreneur and the consumer for the sale of goods.
- Products: the women's clothing offered by Nala Luna, including knitwear, jumpers, cardigans, dresses and tops.
- Cooling-off period: the period within which the consumer may exercise their right of cancellation.
- Business day: Monday to Friday, excluding weekends and public holidays in the country of delivery.
Article 2 – Identity of the entrepreneur
These products are sold by Nala Luna, trading from 2-4 Great Eastern St, London EC2A 3NW, United Kingdom. You can reach us by email at info@nala-luna.com or by telephone on +44 7460015994.
Article 3 – Scope
These terms and conditions apply to every offer made by Nala Luna and to every contract concluded at a distance between Nala Luna and the consumer.
Before a distance contract is concluded, the text of these terms and conditions is made available to the consumer. By placing an order, the consumer confirms that they accept these terms and conditions.
Nothing in these terms affects the consumer's mandatory statutory rights under the consumer law of their country of residence. For customers in the United Kingdom this includes the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Article 4 – The offer
All offers of products on our store are subject to availability. Product descriptions, images and measurements are provided as accurately as possible; minor variations in colour, texture or dimensions may occur due to screen settings and the nature of knitted and woven garments.
Obvious errors or mistakes in the offer do not bind Nala Luna. Prices are shown in the currency of your delivery country: GBP (£) in the United Kingdom, EUR (€) in Spain, France, Italy and Germany, and USD ($) in the United States.
Article 5 – Conclusion of the contract
The contract is concluded at the moment the consumer accepts the offer and satisfies the associated conditions, namely by completing the checkout process and submitting an order.
Nala Luna will confirm receipt of the order without delay by email. Until receipt of this confirmation, the consumer may cancel the order.
Article 6 – Right of cancellation
The consumer has the right to cancel the contract within 14 days without giving any reason. The cancellation period expires 14 days from the day on which the consumer, or a third party indicated by the consumer, takes physical possession of the goods.
To exercise the right of cancellation, the consumer must inform Nala Luna of their decision by a clear statement sent by email to info@nala-luna.com. After notifying us, the consumer must return the goods without undue delay and no later than 14 days from the day of notification.
Goods must be returned in their original condition, unworn, unwashed and with any tags attached. The consumer is responsible for the direct cost of returning the goods and for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Article 7 – Refund on cancellation
Where the consumer validly cancels the contract, Nala Luna will reimburse all payments received, including the standard cost of delivery, without undue delay and no later than 14 days after the day on which we are informed of the decision to cancel.
We may withhold reimbursement until we have received the goods back, or until the consumer has supplied evidence of having returned the goods, whichever is the earliest. Refunds will be made using the same means of payment as used for the original transaction, unless otherwise agreed, and no fees will be charged as a result of the reimbursement.
Article 8 – VAT & import duties
All prices are displayed in the currency of your delivery country — GBP (£), EUR (€) or USD ($) — and, where applicable, are inclusive of any tax due at the point of sale. Depending on the delivery address, an order may be subject to import duties, taxes or handling fees levied by the authorities in the country of delivery. Any such charges are determined by the local authority, are outside our control and are the responsibility of the customer. No separate company registration or VAT number is displayed.
Article 9 – Conformity & warranty
Nala Luna guarantees that the products conform to the contract, to the specifications stated in the offer, and to the reasonable requirements of quality and usability.
Under the Consumer Rights Act 2015, all goods must be of satisfactory quality, fit for purpose and as described. If a product is faulty, not as described or unfit for purpose, the consumer is entitled to a repair, replacement or refund in accordance with their statutory rights. To make a claim, please contact us by email with details and, where possible, photographs of the issue.
Article 10 – Delivery
Nala Luna offers free delivery on all orders, with no minimum spend, to the United Kingdom, the United States, Spain, France, Italy and Germany.
- Orders placed before 3:00 PM GMT begin processing the same day.
- Processing time is 1 to 2 business days (Mon–Fri).
- Delivery time is 5 to 10 business days (Mon–Fri).
The place of delivery is the address provided by the consumer at checkout. Should delivery be delayed beyond the stated periods, Nala Luna will inform the consumer as soon as reasonably possible. Risk in the goods passes to the consumer upon delivery.
Article 11 – Complaints
If you are dissatisfied with a product or with our service, please contact us by email at info@nala-luna.com with a full and clear description of your complaint. We aim to acknowledge all complaints within 24 hours and to provide a substantive response within a reasonable period.
Article 12 – Disputes & applicable law
Contracts between Nala Luna and the consumer to which these terms and conditions apply are governed by the laws of England and Wales. Any disputes shall be subject to the jurisdiction of the courts of England and Wales. This does not affect any mandatory statutory rights the consumer may have under the law of their country of residence.
Company Information
Store Name: Nala Luna
Company: Nala Luna
Address:
2-4 Great Eastern St,
London EC2A 3NW,
United Kingdom
Email: info@nala-luna.com
Phone: +44 7460015994
For the quickest response, please email us first at info@nala-luna.com before calling.
Customer Service Hours
Monday – Friday: 9:00 AM – 8:00 PM
Saturday: 9:00 AM – 6:00 PM
London time (GMT / BST)