FAQs – Al Nilaya

To place an order, simply browse our store and click on the product you're interested in. Select the desired quantity (and available options, if applicable), then click "Add to Cart." Once your items are added, go to your cart and click "Checkout." You'll be prompted to enter your shipping information, choose a shipping method, and then proceed to checkout. Once payment is confirmed, you'll receive an order confirmation email.
As soon as your payment is validated, you will receive a confirmation email containing your order number, a summary of your items, and delivery information. If you don't see this email after a few minutes, remember to check your spam folder or your "Promotions" tab. If you have any questions, please don't hesitate to contact us; we will be happy to help.
If you wish to change your shipping address, please contact us as soon as possible. If your order has not yet been processed or shipped, we will do our best to make the change. However, once the order has been shipped, it will no longer be possible to change the address. Therefore, we recommend that you double-check your information before confirming your order.

Yes, we offer international shipping. During checkout, simply select your country from the list to see available shipping options, along with estimated shipping costs and delivery times. Please note that customs fees or taxes may apply depending on your country of residence.
We prepare and ship orders within 1 to 3 business days after payment confirmation. Once your order has shipped, you will receive a confirmation email with a tracking link to follow the progress of your package in real time.
For hygiene and safety reasons, we do not accept returns or exchanges, even if the product has not been used or opened. Thank you for your understanding.
Delivery times vary depending on your location:
- France: 2 to 4 working days
- Europe: 4 to 8 working days
- International: 7 to 15 working days
  These times are given for information purposes only and may vary depending on the carrier or periods of high activity.

We accept credit cards (Visa, Mastercard), Apple Pay, Google Pay and other secure solutions available at checkout.
Yes, all payments are protected by SSL encryption. We only work with payment providers recognized for their reliability.
Make sure your card is valid, has sufficient funds, and your bank allows online payments. If you continue to have problems, try another payment method or contact your bank.

This is not mandatory. You can order as a guest. However, creating an account allows you to track your orders and earn loyalty points.
Log in to your customer account via our website, then go to the “My Orders” section to view your history.
Click "Forgot your password?" on the login page. You will receive a link by email to reset your password.

Our skincare products are designed to suit a wide range of skin types, including the most sensitive. Each product also lists its specific indications for each skin type.
Our treatments are made in Morocco, respecting artisanal traditions and according to rigorous quality standards.
No. In accordance with European regulations, our products are not tested on animals.
Yes, our entire range is 100% vegan. No animal-derived ingredients are used in our formulations.

For every euro spent, you earn 5 points. These points can be converted into discount vouchers. Simply create a customer account to benefit.
At checkout, enter your code in the provided field. The discount will be automatically applied to your cart.
Check that the code is still valid and complies with the terms of use. If the problem persists, contact our customer service.

You can write to us at any time at the following address: contact@alnilaya.com . We generally respond within 24 to 48 hours (excluding weekends).
Send us an email with a photo of the affected product. We will do our best to provide you with a solution as quickly as possible.

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