Refund policy
Returns
We offer a 30-day return and exchange policy, which means you have 30 days after receiving your item to request an exchange or a return.
To be eligible for an exchange or a return:
- The item must be in the same condition that you received it: unworn or unused (tried on at home only), with tags, and in the original packaging.
- Pairs with scuffs, tears, sole wear or stains cannot be exchanged or returned.
- A receipt or proof of purchase is required.
To start an exchange or a return, please email us at help@nallan.com with your order number, the pair and size you are sending back, whether you want an exchange (and the new size or colour) or a refund, and the reason in one line.
We reply within 1 business day with your return reference, the address and instructions on how to send your package. Returns are sent to:
Gianna Shoes d.o.o. Samoborska cesta 145 10000 Zagreb Croatia
Important: Please write your return reference on the parcel. Items sent back without prior authorization will not be accepted.
You can always contact us with any return questions at help@nallan.com.
Damages and Issues
Please inspect your order upon delivery and contact us immediately if:
- The item is defective or damaged, or
- You receive the wrong item.
Send us a photo at help@nallan.com and we will send you a replacement free of charge.
Exchanges
Exchanges are free, shipping included. Once your parcel arrives and we have checked it, we send you the new size or colour.
Refunds
If you would rather have your money back, we refund 100% of the price of your pair. The return shipping is paid by you.
Once we've received and inspected your return, we'll let you know whether your refund has been approved. If approved, the refund will be automatically processed to your original payment method within 14 days.
Please note: it may take additional time for your bank or credit card company to process and post the refund. If more than 14 days have passed since your refund was approved and you haven't received it, please contact us at help@nallan.com.
European Union Cooling-Off Period
If your order is shipped to a country within the European Union, you are entitled to a 14-day cooling-off period, which allows you to cancel or return your order within 14 days for any reason, and without justification.
To qualify, your item must:
- Be in the same condition as received
- Be unworn or unused, with tags and in original packaging
- Include the receipt or proof of purchase
When you cancel within these 14 days, we refund the price of the products and the standard delivery cost you paid. The cost of sending the items back is paid by you.
Right to Cancel under the Consumer Protection Act
Under Article 45 of the Croatian Consumer Protection Act, consumers have the right to cancel a distance or off-premises contract within 14 days, without giving any reason. This right applies to all orders delivered within Croatia and the EU.