fbpx

Frequently Asked Questions

My Personal Account

Is my personal information secure?

We take your privacy and data protection seriously and in accordance with the Protection of Personal Information Act. For more information, please read our Privacy Policy in full.

How can I reset my password?

Simply follow the ‘Forgot your password?’ link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.

How do I change or update my account details?

You can log into your account and update your personal details, like your name, email address, and password, via the ‘account details’ tab.

How do I unsubscribe from House of Nala’s emails?

You can unsubscribe by clicking the unsubscribe button on emails sent to you.

How can I delete my account?

You can delete your account on your personal account dashboard.

My Orders

How do I find details of my previous orders?

Log into your account and select the ‘Order’ link on the left-hand menu, to view all past orders. Here you’ll see a history of your purchases, estimated shipping times, and the current status of pending orders.

Do I need an account to place an order?

You do not need to have an account to place an order. You can simply use your email address and banking details to complete your order.

However, we do recommend that you register for a personal account in order to view your recent orders, manage your shipping and billing addresses, and edit your password and account details.

My order has not arrived yet, what happened?

There may be a delay in processing and delivering your order. Unfortunately, our customer care team is unable to speed up the delivery of your order, as we depend on our delivery partners to do so. Please check the status of your order via your personal account, or contact us with your order number at hello@houseofnala.africa.

Please also note that our delivery partners will attempt a delivery to your chosen address two times. If they cannot successfully deliver your parcel then your order will be returned to our head office, and you will receive a refund.  However, you’re welcome to place your order again, as well as update your delivery address in your account.

How can I cancel my order?

We’re unable to cancel an order once it has been processed by our delivery partners. So please contact our Customer Service team as soon as possible to cancel or make any changes to an order.

For customized items, we can only accept cancellations up to 48 hours after you placed the order.

For further information on returning your order, please visit our Returns & Exchanges page. We offer Free returns

Why was my order cancelled?

  1. Payment hasn’t been received:

Orders are canceled after 48 hours if payment has not been received at checkout.

  1. We were unable to deliver your order to you:

Please also note that our delivery partners will attempt a delivery to your chosen address two times. If they cannot successfully deliver your parcel then your order will be returned to our head office, and you will receive a refund.  However, you’re welcome to place your order again, as well as update your delivery address in your account.

  1. Your order is not available or is delayed:

While we make every effort to ensure inventory availability at all times, some items are made to order and require longer lead times to be made. In some instances, inventory items will take longer than the stipulated time to manufacture. We will continue to work closely with our Designers to monitor inventory availably.

How long does it take for me to receive my order?

Once we’ve confirmed your card details with your bank, we begin to process your order and prepare it for dispatch within 24 hours. Depending on the destination country, delivery times vary, however, we work closely with our delivery partners to ensure speedy delivery. Find out more on our Delivery Policy page.

Where can I track the status of my order?

As soon as your order payment has been received, and is being processed for delivery, you will receive an email containing your order number, details and waybill tracking number.

If you have a registered account, you may also track the progress of your order via the ‘Order’ tab in the left-hand menu of your personal account dashboard.

Can I change my order once it’s placed?

While we aim to process orders within 24 hours, order cancellations, additions or changes must be made within 12 hours of having placed your order. If you’ve missed the cancellation window, you may return your order. Visit our returns or Returns & Exchanges page for more information

Shipping & Deliveries

Do you have a click and collection option?

Unfortunately no we do not have any click and collect option. All orders are delivered to your location. 

What are your delivery options?

All local deliveries have a 4 to 7day delivery time. We deliver with FedEx

How much does delivery cost?

All South African deliveries are free. We only charge R500 for international delivery with FedEx

How are Taxes and Duties charged?

Taxes and duties are calculated according to your shipping destination.

Depending on the delivery destination, you may be charged on a Delivery Duty Paid basis (which means that all relevant import taxes and duties are included in the final purchase price) or a Delivery Duty Unpaid basis (where product prices displayed are exclusive of all taxes and duties, and you will be required to pay all import duties, customs and local sales taxes levied by the destination country in order to release your order from customs).

What destinations does House of Nala deliver to?

At the moment, we ship to destinations within South Africa, Botswana, Ghana, Nigeria, Kenya, United States, Australia, Canada, and Europe. We are working closely with our delivery partners to open our destinations to more international countries.

Returns, Refunds & Exchanges

What is your returns policy?

Returns and refunds are dependent on the type of product purchased and if the product arrived damaged or defective.

In general, returns and refunds can be processed within 7 days of receiving your order.

By reason of their nature, certain products may not be returned (such as underwear or earrings for pierced ears); or are sealed for health protection or hygiene purposes, once these have been unsealed after you receive them. Customised orders also may not be returned or refunded.

If a product arrived damaged, you have the option to request a repair, exchange, or refund. If You are a customer based outside of South Africa, we will refund you for any standard delivery charges you paid for, as well as supply the repaired or replaced product to you free of charge.

Our returns policy is explained in further detail on the Returns & Exchanges page.

What is the returns process?

Products must be returned in their original packaging and without any damage caused to them since delivery. In order to receive free collection and return/exchange delivery, you have 7 days from receiving your order to:

  • Contact us with a request for a return collection or refund; hello@houseofnala.africa
  • Confirm the product you’d like to exchange your order for.
  • Request a repair for your order.

Only defective products may be returned beyond the 7-day window. However, customised orders may not be returned.

Further information is provided on our Returns & Exchanges page.

How should I pack my order before I return it?

Items must be returned to us unused and in their original packaging, with all House of Nala tags and designer labels still attached. Returns that do not meet our policy will be sent back to you.

Can I return customised items?

Customised orders cannot be returned or refunded unless they arrive in defective condition. Requests for repairs can be made by contacting hello@houseofnala.africa, within the 7-day period.

If I get the wrong order delivered, what happens?

Contact us at hello@houseofnala.africa to inform us of the wrong order. You will need to provide your order number, waybill number, as well as a picture of the wrong order you received.

Once reviewed, we will collect the wrong order free of charge. You will not be charged the original delivery fee again.

Will I get refunded for shipping taxes and duties if I return my order?

No, you will not be refunded for taxes and duties. 

How long does it take for me to receive my refund?

Refunds are processed within 14 days from receipt of the returned product. Please note that refunds may take 2 to 5 Business Days to reflect in your account.

How can I check the status of my refund?

Contact us at hello@houseofnala.africa to inform us if your refund has not reflected within 7 days. You will need to provide your order number. 

Payments

Can I apply for store credit?

At the moment, we do not offer store credit. Please keep on the lookout with our emails for updates for when we start offering store credit

When will my card get charged?

Once an order has completed at check out, charges may reflect immediately or within 3 to 5 business days, depending on your card issuer.

What is the difference between my billing address and shipping address?

Your billing address is the address associated with your form of payment, generally your debt or credit card. This billing address is used to verify the authorized use of your card and must match what the card issuing bank has on file, otherwise the payment will be approved.

Your delivery address is the final delivery destination of your order.

What payment options are available?

The following payment options are accepted;

  • Visa
  • Mastercard
  • Ozow (EFT)
  • Simplyblu (card)

Are the payment options secure?

All payments are processed through a secure checkout system, and our servers are safe to carry out online transactions. Our website is also secured with an SSL certificate.

Your personal data is kept private and confidential and is only shared with your consent or if we are legally permitted to.

Find out more about our privacy measures on the Privacy Policy page.

Why has my payment not gone through?

The following issues may be possible causes;

  • Your card transaction was declined by the issuing bank. Please contact your bank to find out why.
  • There may be risk checks performed by your bank which has caused the rejected payment attempt.
  • Insufficient funds.
  • Incorrect card details were provided.
  • The billing address associated with your payment method does not match the address provided at checkout.
  • Your daily payment limit has been exceeded. Adjust your daily withdrawal or purchase limit with your bank.
  • Your payment is larger than the maximum transaction allowed by your account.
  • Your debit card has not been enabled for online payments.

Other Queries

Are all items made-to-order?

Not all items are made-to-order. Items that are customisable or made-to-order depend on the brand and associated designer.

Any items that can be customised to your specifications and/or need to be made-to-order will be clearly marked as such on the product page, along with their estimated manufacturing lead-times.

How long does it take to receive made-to-order items?

Due to the nature of these types of orders, manufacturing lead-times are generally longer than the standard available products. Manufacturing lead-times also vary by designer brand and are shown on the respective product page.

Can I order customised items?

At the moment, we do not provide the option for ordering customised products

Can I order customised items?

At the moment, we do not provide the option for ordering customised products

How can I apply to sell on the House of Nala?

Visit the Sell on House of Nala page and provide your details in the required fields. You will also be asked to provide images of the products you’d like to sell on the platform.

Once reviewed, and should you be a suitable fit for the House of Nala, one of our representatives will contact you for more information.

Only brands under registered companies will be considered.

What are the available clothing sizes?

All items follow the British standard size guide; from sizes 8 to 18, as well as from Small to Extra Large. Visit the ‘Size Guide’ page to view our conversion chart

What are your operating hours?

While our e-commerce platform is available 24/7, our head office and customer service hours are between 9h00 and 17h00, Monday to Friday.

Where can I review products?

At the bottom of each product page is a ‘Reviews’ tab – next to the ‘Description’ tab – where you can provide your product star-rating as well as leave a comment before submitting. Your review will be made public to anyone who visits that product page.

What destinations does House of Nala deliver to?

At the moment, we ship to destinations within South Africa, Botswana, Ghana, Nigeria, Kenya, United States, Australia, Canada, and Europe. We are working closely with our delivery partners to open our destinations to more international countries.

Register to House of NalaGet 10% OFF your next Order

Register to House of Nala and

Get 10% OFF your next purchase

Select your currency
ZAR South African rand