Lura Sky Blue

Refund policy

Returns and exchanges

We offer a 30-day return and exchange policy: you have 30 days after receiving your order to request an exchange or a return. Exchanges and returns within 30 days are free – we pay the return shipping and arrange the pickup of your parcel. The only exception: for a refund on an order delivered outside Croatia, you pay the return shipping cost (see Refunds).

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.
• Your order number is enough as proof of purchase.

How to start an exchange or a return

Contact us by email at help@nallan.com, by SMS or by phone at +385 98 996 8721 with your order number, the pair and size, and whether you want an exchange (with the new size, colour or model) or a refund.

We reply within 1 business day and arrange the GLS pickup of your parcel. Please do not send parcels back without contacting us first: items sent back without prior arrangement may not be accepted. Returns are processed at:

Gianna Shoes d.o.o., Samoborska cesta 145, 10000 Zagreb, Croatia

Exchanges

Exchanges are free, shipping included. You can exchange for another size, colour or model. In many cases we send your new pair before the original one arrives back to us.

Refunds

If you would rather have your money back, we refund 100% of the price of your pair.

• Orders delivered in Croatia: return shipping for a refund is free.
• Orders delivered outside Croatia: you pay the return shipping cost for a refund. Exchanges remain free.

Once we have received and inspected your return, we let you know whether your refund has been approved. If approved, the refund is processed to your original payment method – usually within 2–4 working days in Croatia and about 7 days in other EU countries, and international within 14 days.

Please note: it may take additional time for your bank or card issuer to 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.

Damages and issues

Please inspect your order upon delivery and contact us immediately if the item is defective or damaged, or if you received the wrong item. Send us a photo at help@nallan.com and we will send you a replacement free of charge.

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, without justification. This right applies to all items, including sale and outlet items.

To qualify, your item must be in the same condition as received: unworn or unused, with tags and in the original packaging. When you cancel within these 14 days, we refund the price of the products and the standard delivery cost you paid. Return shipping is free for orders delivered in Croatia; for orders delivered outside Croatia, you pay the return shipping cost.

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.