CONTACT
How can I contact Al Nilaya Customer Service?
You can reach us at contact@alnilaya.com. We are here to help you!
When will I receive a response to my email?
Our team typically responds within 1-2 business days. Thank you for your patience!
Can I place an order by phone?
For security reasons, orders are only made via our website.
PRODUCTS & CARE ROUTINES
Are Al Nilaya products vegan and cruelty-free?
Yes, our products are 100% vegan and not tested on animals.
The product I want is out of stock! What should I do?
Sign up for restock alerts on the product page to be notified as soon as it becomes available.
Can you recommend products suitable for my skin type?
Sure! Try our online quiz for a tailor-made routine or contact us for personalized advice.
Can I receive product samples?
We don't offer samples at this time, but each product page has a detailed description to guide you.
Are the products safe during pregnancy and breastfeeding?
We list ingredients carefully, but recommend that you consult your doctor for specific advice during pregnancy or breastfeeding.
QUESTIONS ABOUT ORDERING
How do I track my order?
Once your order has been shipped, you will receive a tracking number by email. Use this link to track your package.
Can I change my order after I place it?
If the order has not yet been shipped, please contact us promptly at contact@alnilaya.com, and we will do our best to assist you.
An item is missing or a product is damaged in my order. What should I do?
Contact us immediately with your order number and a photo of the items received. We will do what is necessary as soon as possible.
DELIVERY
How much does delivery cost?
Shipping costs vary depending on your location. Orders over a certain amount may qualify for free shipping. See our Shipping page for more details.
What is the delivery time?
Standard orders are delivered in 3-7 business days, depending on your location.
Do you ship internationally?
Yes, we ship to several countries worldwide. Check our Shipping page to see if we serve your area.
PAYMENT
What payment methods do you accept?
We accept major credit cards, PayPal, Apple Pay, and other secure methods listed during checkout.
Why was I charged more than expected?
Exchange rates and international transaction fees may affect the final amount for non-EU customers.
RETURNS
What is your return policy?
For hygiene reasons, we cannot accept product returns. If you need assistance, please contact us.
CLICK & COLLECT (Pick up in store)
How does Click & Collect work?
Select 'Click & Collect' at checkout and choose your collection point. You will receive an email as soon as your order is ready, with times for your collection.
GIFT CARDS
How do I use my Al Nilaya gift card?
Enter your gift card code at checkout. The balance will be applied to your total.
Do Al Nilaya gift cards expire?
They expire after one year. Enjoy your shopping whenever you want!
Can't find what you're looking for?
Send us an email to explain what's going on and a member of our customer service team will get back to you as soon as possible. Don't forget to include your order number (if you have one).
Send us an email at: contact@alnilaya.com.
Any other questions? Let's discuss them.
Send us an email at: contact@alnilaya.com.