+ Shipping

What are the shipping fees and delivery timeline?

Canada - $5 CAD shipping fee

Estimated delivery to Canada (2-14 business days)

United States - $10 CAD shipping fee

Estimated delivery to the United States (3-8 business days)

Will I be charged duties and taxes?

There may be duties and taxes incurred on your shipment that you will be responsible for. Please note that Nahlé does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country.

For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.

Where do you ship to?

We currently ship to Canada and the USA.

+ My Order

How do I find my order number?

With every order, we send an order confirmation email with the order number included, which is sent to the same email used to make the purchase. Be sure to check all inboxes as it can make its way to junk/spam folder!

Can I cancel my order?

If your order has not been shipped yet, please reach out to us at info@shopnahle.com with your order number and we will cancel your order.

Can I update my order?

If your order has not been shipped, please reach out to us at info@shopnahle.com with your order number and the details on the change.

Kindly note that we cannot guarantee that the change will be made as the order may have already been processed.

Can I change my address?

Please reach out to us as soon as possible and we will try our best to accommodate the change before the order is processed.

Once the order is shipped, Nahlé is unable to change the address on our end but you can contact the shipping carrier and ask them for help.

How can I track my order?

Tracking numbers are automatically sent as soon as your order is packed. Once the courier picks up the package and scans it into the system, the tracking number can be used to see the information about your order.

Kindly wait a few hours to receive an email of the tracking number.

+ Returns/Exchanges

What’s your return policy?

Nahlé will authorize to process a Store Credit for any product purchased within 7 days* of the products original delivery date.

Although you may try on an item, all returned products must be returned in new, unused condition and in all original packaging (pouch and accessories included).

All sale items are final sale and cannot be returned.

How do I start the return?

If you would like to return a product simply email us at info@shopnahle.com with your order number, within 7 days for return delivery instructions. After the expiry of the 7 day period, no Store Credit can be offered.

When will I receive my refund?

You will be refunded in Store Credit only.

From the day your return parcel is delivered back to us, we will process it and send you a confirmation notice on the return. The refund will automatically be credited into your account as Store Credit.

Kindly note that some shipping carriers are experiencing ongoing delays and your return package may not make in time for your return cut-off date. But no worries, we’d be happy to accept them as long as the parcel is handed over to carrier before the date.

Nahlé gift cards: Should you have purchased an item using a digital gift card and later wanted a return, we’ll issue the amount as a store credit.

Store credit: For orders purchased using store credit and later returned, the amount will be reissued as store credit in the same currency. Nahlé is not able to issue store credit in a currency that is different from the original purchase.

+ Gift Cards

Do you offer gift cards?

Yes! We offer digital gift cards. Go to “shop” and add the Gift Card to your cart with your preferred value. The gift card will be emailed directly to the recipient of your choosing.

How do I redeem my gift card?

After you receive your gift card, you can redeem it by purchasing products and entering the gift card code at checkout.

The value of your gift card will be automatically deducted from the order. Should a balance be owed, you can use a credit card or PayPal to complete the payment.

Can I use more than one gift card on an order?

Yes. You can apply multiple gift cards to an order.

Can I use less than the full value of my gift card?

When using a gift card, the full value of the gift card is always applied. It isn’t possible to partially redeem a gift card unless the order total is less than the gift card balance.

Can I buy multiple gift cards in one order? Or purchase a gift card with other products?

No. When purchasing a gift card, customers will go directly to checkout after clicking Purchase.

How does the recipient check their balance?

The recipient will receive an initial email with the gift card balance. After entering the gift card code at checkout, they'll see the remaining balance if there is any.

Can I set a specific time to send the email to the recipient?

No. If you want to send the email to the recipient at a later date, you should select the Email to You delivery option at checkout. You can then forward the email or .pdf at the desired time.

+ Payments

What payment methods do you accept?

Please note that once the order has been placed, we are unable to change the method of payment and/or currency.

We accept:

Credit card or Debit Visa Card: Nahlé reserves the right to detect and check the validity of the card used and may decline transactions depending on the result of these checks.

PayPal: Simply click the PayPal option during checkout where you will be asked to log into your PayPal account. Once the order is completed, you will be redirected to the Nahlé site.

Nahlé Gift Card: You can choose to pay for all or part of your online order with Nahlé gift cards. Enter the code on the gift card by clicking “Have a coupon code?” button in cart. The value of your gift card will be automatically deducted from the order. Should a balance be owed, you can use a credit card or PayPal.

Store Credit: To use store credit, simply sign in using your Nahlé profile before placing the order and the amount will automatically deduct from the total. Nahlé store credit does not expire and can be used at any time! Store credits are issued in the same currency as the original purchase and we are unable to combine them into one currency.

Can I combine discounts?

A limit of one (1) discount may be applied to each order. If a second discount code is applied, our system will automatically select the better deal and the other discount will not be applied.

+ Packaging

Is your packaging environmentally friendly?

Yes. We are proud to say that all of our packaging is 100% plastic free and our leather pouch is made of vegan leather.

• Our packing peanuts are entirely plant based and made of organic starch. They decompose in water in just minutes.
• Our stamp is eco-friendly, made from soy-based ink.
• Our paper tape is made from 100% recycled core and 95% post-consumer recycled content.
• Our shipping box, thank you cards and tissue paper are all also 100% recyclable and eco-friendly.