Terms & Conditions

General Information

The following terms and conditions shall apply for all contracts between you and Nalu about ordered products and delivery in Nalu online shop www.nalu.com.

If you experience problems with your order or the general use of www.nalu.com, please do not hesitate to contact us.

Email: hello@nalu.com

If you have trouble understanding parts of the Terms & Conditions, we recommend that you contact Customer Service before you start shopping on www.nalu.com.


Important Notice

These terms and conditions apply when you order or buy products from this website. The Terms and Conditions may be updated from time to time (for example to reflect changes in technology, our business model, our system capacity, or relevant laws and regulations), and we therefore ask you to accept the Terms and Conditions every time you shop with us. Any reference to \”you\” or \”your\” means you as a user of this website, any reference to \”we\”, \”us\” or \”our\” means Nalu.

All Sales Final

Delivery & Prices

All the listed prices for products, delivery costs and other costs do not include customs duties or value added taxes. Costs relating to delivery, freight or postage may vary and are added to each order.


Please allow up to 5 working days for your order to be dispatched. Once your product has been dispatched, we deliver globally to all countries* using DHL courier services.

If you order several items and one or more are out of stock, we will partially ship the products available and inform you via email about the delivery window of the remaining products.

The shipping cost depends on your location:

*We do not currently ship to Russia or North Korea.

We will not be held responsible for any delay or failure to comply with its obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control such as if a package is lost by one of our carriers. This condition does not affect your statutory rights. We take every care to protect your products during transit. However, should any damage have occurred before you receive the products, please contact our customer service to arrange a replacement of the damaged pieces. If the products have been damaged during transit, please return the products and we will exchange the damaged pieces.

If you do not pick up the parcel or take any action regarding the delivery and the parcel is shipped back to us, we will charge a fee of €60 / £55 / $70. If the package is not picked up and any kind off fee is added, you are responsible for the extra cost and will be charged all costs and expenses associated with the return shipment. This includes freight charges, any extra payments, duties, taxes, levies, fees for Link Logistics a/s prepayments, return charges, any additional fees, etc. If you have any questions with regards to the customs regulations in your specific country, please contact your local customs office. Please note that the risk of loss of or damage to the products passes to you after delivery. If the package appears to be damaged or ripped open, you should refuse to receive the products. 

We reserve the right to change the prices and are subject to any printing errors, sold items and price changes.


All sales are final, and Nalu does not offer any money-back guarantees. You will not be entitled to a refund for any purchase under any circumstances. We do not accept any returns due to you choosing the wrong size. We do not accept any returns due to custom duties, foreign taxes or other fees which may be enforced by the importing country.


The online shop is open 24 hours a day but may be closed due to maintenance services. An order placed on an Indonesian public holiday or during the weekend will be processed on the following business day. You can place an order by carrying out the following steps:

1. Select product(s), pick a material and “Add To Cart”.

2. Select “View Cart” to see detailed information about the products and to change quantities. To proceed to checkout, click on “Proceed to checkout”.

3. Enter your personal information, choose your shipping method and your preferred payment method. Before clicking “Place order” you must read and agree to our Terms and Conditions by ticking the box.

4. Enter relevant payment method details to secure you order. The checkout is completed via 3D-secure gateway.

After placing your order, you will receive an order confirmation email from Nalu which confirms the order and contains order details. This email does not constitute the acceptance of the offer.

We accept the offer either by shipping the products to the address provided by you or by confirming the shipping by an email containing a tracking link. The contract has not been concluded before we have accepted the offer. The payment will be collected after the order has been shipped.

We can only process your order if the delivery address is a residential address or a business address in one of the countries under \”Delivery\”. Please note that we do not deliver to PO boxes.

Among other things, we reserve the right to cancel the contract of purchase in one of the following situations, without being liable for compensation or other costs:

1. Your payment details are incorrect or cannot be verified

2. Your order is placed with the purpose of committing fraud etc. or placed in connection with a criminal offence or other unlawful activities.

4. There is an inadvertent error on this website, such as a payment error or the like Contracts can only be concluded on this website, by email, or by phone to our customer service. We do not process orders made in letters or faxes.

At what point in the ordering process am I bound by my order?

Before submitting the order, you have the option of changing the information that you have provided including payment information or delivery and billing information. When you click “Place order” and the receipt appears on your screen, you are bound by the contract of purchase. If you experience any problems or made a mistake while placing your, please contact our customer service. Your order has been confirmed when you receive a confirmation email from Nalu. After the conclusion of the contract, the provisions on withdrawal apply, see below.

Language of the Contract

This Contract may only be concluded in English.

Access to the Contract

You will receive a confirmation of the content of the contract and a copy of these Terms and Conditions by email. We store concluded contracts, including the order confirmation, for a reasonable amount of time, and we recommend that you save these documents as well; they may not necessarily be available on this website subsequently. Please read more under “Order tracking and view history”.

Measures against fraud

In order to protect you and our other customers from fraud and maintain a high level of security for online purchases, we may carry out verification checks. The verification check may comprise the data that you send when ordering, including your address and payment information.


Order tracking

When you place an order on our website, you will receive a tracking number and link in a separate email to track your order via one of our courier’s websites.


We accept the following means of payment:

1. VisaCard

2. MasterCard

3. American Express 

4. Apple Pay

We do not accept other methods of payment.

CVV (Credit Card Verification Number)

If you choose to pay by credit card, you will be asked to enter the card’s security code. You will find the three-digit security code on the back of your credit card, usually on the right side of the credit/debit card’s back. The security code is necessary for the payment to be processed and for maintaining a high level of security. There may also be other similar safeguards.

Payment procedure

Once your order leaves our warehouse, your payment will be debited on the selected payment service. In some cases, we might reserve the order amount from your money account, but if the order is to be cancelled, your money will be released back to you.


Incorrect Orders

If your products are non-conforming or we have delivered the incorrect products, please contact our Customer Service. You are not responsible for costs associated with the return of non-conforming or incorrect products. If you notice the non-conformity or we have delivered incorrect products at the time of delivery, you should refuse to receive the products. In case of non-conforming or incorrect products, you can choose between the following options:

1. Return the products with a shipping label provided by Customer Service and receive a refund of the purchase price when we have processed the returned products.

2. Return the products with a shipping label provided by Customer Service and receive similar products when we have processed the returned products, provided we can supply an equivalent.

3. Keep the products and if the value of the products is less than the originally ordered products you will receive a discount for the difference in price.

When contacting Customer Service, you will be asked to provide the order number, and to describe what is wrong with the products including a picture.


Further Information

Retention of title. We retain title to the products until receipt of all payments in full.

Copyright and use of the website

After the purchase, we are still the owner of all intellectual property rights, particularly design rights and copyrights, concerning our products. You are not entitled to extract and/or reuse the contents of the website, e.g. through the use of data mining, robots, or similar data gathering and extraction tools. You must not use the website in any way that causes, or is likely to cause, the website or access to it to be interrupted, damaged or impaired.

Updating this website

We do our best to update our website and to ensure that prices, offers, descriptions and other information concerning the products are correct. Typographical errors and errors in prices, offers, descriptions and other information concerning the products may occur.

Force Majeure

We are not responsible for delays or failure to meet our obligations in relation to these terms and conditions if the delay or the non-compliance is due to events beyond our control.

The completeness of the contract

These Terms and Conditions constitute the complete terms of the contract between us.


If one or more of the provisions in the Terms and Conditions are declared fully or partially invalid, the remaining provisions still apply.


We are entitled to assign our rights and obligations under the contract with you to third parties. The standard of the service you receive will not be impaired by the assignment. We will notify you of such a possible assignment. By accepting these Terms and Conditions you consent to any such future assignment. At the same time, you agree that from the time when we have given you notification of the assignment, your rights may be claimed only against the third party in question.

Privacy Policy & Data Protection

We treat your personal data confidentially. Please read our Privacy Policy that explains how we use the personal data that you provide in connection with the ordering procedure, and your use of this website in general.

Right to complain

In case you wish to complain about products purchased from us, please contact our Customer Service.

Terms & Conditions

NALU supplies products listed on the NALU, and NALU websites, and in our stores under the following Terms and Conditions. Please read these Terms and Conditions, and our Privacy and Cookie Policies carefully before using any of our websites, or ordering from us.

The Terms and Conditions apply to your use of any NALU website and to any products you purchase from them; regardless of how you access the website, including any technologies or devices where our website is available to you at home, on the move or in store

We reserve the right to update these Terms and Conditions at any time, and any updates affecting you or your purchases will be notified to you, by us in writing (via email), and on this page.

The headings in these Conditions are for convenience only and shall not affect their interpretation.

We recommend that you print and keep a copy of these Terms and Conditions for your future reference...