Frequently Asked Questions
Do you accept returns?
Yes , we accept returns on unopened, unused products within 14 days of delivery. To be eligible, items must be in their original condition and packaging. Please contact us at info@nylah.co.uk before sending anything back.
I tried the product but didn’t like it , can I return it?
We’re sorry to hear it wasn’t a fit for you. Due to hygiene reasons, we’re unable to accept returns or issue refunds for opened or used products unless there’s a fault. If you’re unsure which product is right for your needs, we recommend booking a consultation with one of our hair experts before purchasing.
How do I return an item?
Email us first with your order number and reason for return. We’ll confirm if the item is eligible and share the return address. Please note: return shipping costs are the responsibility of the customer unless the item was received damaged or incorrect.
Do you offer refunds?
Once your return is received and inspected, we’ll notify you if your refund has been approved. If it is, the amount will be credited back to your original payment method within 7–10 working days. We do not refund original shipping fees.
What if my item is damaged or incorrect?
We’re so sorry. If your order arrives damaged or isn’t what you ordered, please email us at info@nylah.co.uk within 48 hours of receiving it, including clear photos of the issue. We’ll sort it out for you.
Can I return or refund used products?
Unfortunately, we can’t accept returns or issue refunds on used items unless there’s a manufacturing issue. We formulate our products with care and understand that every head of hair is different , we’re always happy to offer guidance to help you get the best results.