FAQS
Has my order been accepted?
After your payment has been accepted you will be redirected to a page confirming your payment. You will then receive a confirmation email which will include the details of your order.
If you do not appear to have received this email, we advise you to check in your spam email. If needs be, we ask that you contact customer services indicating the date and the sum of the order.
What should I do if I haven’t received my order yet?
Login to your NALINstudios.com account to check that your order has been accepted.
You will find your order status in your account dashboard.
Click on your order tracking number and you will be redirected to the website of the delivery service provider you have chosen, to track your package.
If after 10 working days you have still not received your order, contact the delivery service provider, with your order tracking number to hand.
Can I cancel my order after I have placed it?
Once the email with confirmation of your order has been sent you will no longer be able to cancel your order. However, it is possible for you to return items once you have received them for a refund. NALINstudios.com will not cover the delivery costs for your returned items.
How can I access my order history?
Your order history is located in the « My dashboard » section of your NALINstudios account. There you will find :
- Order number
- Date the order was placed
- Order tracking number
- Total amount of the order
- Order status
You can view or renew every order made.
The order status on my account is « In progress » What does this mean?
The « In progress » status indicates that your order has been taken into account and is currently being processed. Once the order has been completed and sent, your order status will change to « Dispatched ».
The order status on my account is « cancelled » What does this mean?
The order status « cancelled » indicates that you did not complete the order.
I have an incorrect item/size in my order. What should I do?
In the event of receiving the wrong item, please contact our Customer Services team with your order number and the incorrect item’s name and product number.
There is an item missing from my order. What should I do?
Check the condition of your package. If the package shows any signs of damage please send a photo to our Customer Services team so we can make an inquiry with the delivery service provider. If your package is not damaged but you are nevertheless missing an item, please do not hesitate to contact our Customer Services team.
I am unable to add an item to my cart.
Check that the desired item is still in stock. If the item is out of stock, it will be indicated as « Sold Out » If the problem persists contact NALINstudios Customer Services team.
How can I remove items from my cart?
Click on « My cart » on the homepage. To remove a product, click on the cross to the right.
What do I do if I receive a faulty item?
At NALIN studios we pay great attention to the quality of our products. If, however, despite all of the quality controls carried out, an item appears to be faulty, we ask kindly that you send a photo of the faulty item(s) to NALIN studios Customer Services team.
If the product is deemed to be faulty by our Customer Services team you have the choice of either, a full refund or an exchange (subject to availability)
– You would like to exchange a faulty item : Make a request to return an item through your NALIN studios customer account, and request a free shipment label from our Customer Services team. Once the faulty or damaged article has been sent by you, we will send you a replacement.
– You would like a full refund : Make a request to return an item through your NALIN studios customer account, and request a free shipment label from our Customer Services team. We will refund you once the faulty or damaged article has been returned.
How to create a NALIN studios account?
On the homepage click on « My account », « Create an account ».
You can also create an account once you reach the checkout.
Do I need to create an account to place an order with NALIN studios?
You are not required to create an account when placing an order on NALINstudios.com. Your contact details, order status and history will be saved. You have the choice to register at the checkout.
What should I do if I am unable to login to my account?
To make an order we ask to connect you directly.
If your email address or password are not recognized: Be sure to use the email address and password that you provided when you created the account.
If you are unable to remember your password, click on « Forgot your password ? » on the login page. We’ll send you an email with a link that will allow you to create a new password for your account. If after this you still can’t sign in, contact our Customer Services team.
How do I change personal information on my NALIN studios account?
To change personal information, login to your NALIN studioas account. Once logged in to your account you will be able to modify billing and shipping addresses, your password and email address.
How do I log out of my NALIN studios account?
To log out of your NALIN studios account, click on « my account » and then on the left hand menu click on « Log out ».
How do I change the password on my NALIN studios account?
To change your password, login to your NALIN studios account. In the section « Account information », tick « Change password »
What if I am not receiving your emails or newsletters?
To receive our emails and newsletters, login to your NALIN studios account. In the section
« Newsletter subscriptions » tick « general subscription ». You will then be kept uptodate with all our news at NALIN studios.
How can I unsubscribe from the NALIN studios newsletter?
Login to your NALIN studios account. In the section « Newsletter subscriptions» untick « general subscription ».
I would like to send a gift.
All our orders are automatically gift wrapped.
NALIN studios collections
The item I want is currently out of stock. Will the stock be replenished?
If the item you want is out of stock, click on «Please fill in the form below if you'd like to be notified when it becomes available.» in the product description.
We replenish the stock according to demand. If the desired article comes back into stock you will be notified via email. We would encourage you to sign up to our newsletter to keep up to date with news from NALIN studios.
Do you have a size guide?
For the ring size chart there is an link in the product description of all our rings. Click on this link and you will be forwarded to an international ring size converter.
How can I get more information about a product?
We endeavour to give you plenty of information about all our products. You will find the following information on the description page for each item:
- A detailed description of the product
- Several images
- A link to a size converter
- The material of the product
- Packaging
Do you have a NALIN studios shop or showroom where I can try on the pieces?
NALIN studios is an online shop, and therefore it is not possible to try on our pieces.
Be assured that a size guide, as well as a size conversion guide, is included in all our product descriptions.
Shipment within Europe
What are the shipment options for Europe?
Shipments within France and Europe are dealt with UPS.
UPS: UPS standard is automatically chosen for all our EU orders.
What is the expected shipment time for an order?
Please see our shipment page in the footer below.
What are the shipment charges?
Delivery costs are clearly indicated in your shopping cart, and automatically calculated with each item you add. The shipment cost within Europe are standard 10 Euro. Within the European Union you will not be required to pay customs or important duties.
Where will my parcel be delivered to?
For all orders placed on our site, you will receive an email reminding you of the shipping address you have given us. You will also find the shipping address of your order is indicated in the dashboard of your NALIN studios account.
In case you are out when the delivery arrives:
– UPS: An attempted delivery note will be left informing you of when the deliverer will return. If UPS do not succeed in making the delivery to you after three attempts, the package will be kept during a 5 day period at the closest UPS depot to your address, before being returned to us at NALIN studios.
How do I change the shipping address for my order?
You can change the shipping address in the address book of your NALIN studios account. A new address can even be given after you have proceeded to the checkout. Please be aware that you can no longer change the shipping address once your order has been placed and received by us.
Is it possible to track my order?
You can track the delivery of your order. Once your package has been dispatched, you will receive an email containing a tracking link which allows you to follow the progress of your order on the site of your chosen delivery service provider.
Your unique tracking number is indicated in the dashboard of your NALIN studios account. By clicking on the tracking number you will be redirected to the site of your chosen delivery service provider where you can follow the progress of your order.
Has my order been dispatched?
Your order status is indicated in the dashboard of your NALIN studios account. The status « dispatched » indicates that your package has left our warehouse.
I have receieved a trackingnumber, but my package is not moving?
We ship all our packages from Spain to the netherlands first. From the moment your tracking number is processed it can take up to 24 hours, before your number is updated in the UPS system.
When I track my package I see that my package is in the Netherlands?
We are a Dutch company currently operating from Spain. We ship all our orders to the Netherlands first. Therefor it takes one day longer and you will see the that the consignor is from the Netherlands.
What should I do if my package shows signs of damage?
Following the receipt of your package, if you believe the packaging shows signs of deterioration or damage, please contact our Customer Services team, who will investigate the matter further with the delivery service provider.
Shipments outside of Europe
What are the shipment options for countries outside of Europe?
Shipments to countries outside of Europe are dealt with by UPS, the quickest and most secure service provider.
What is the usual shipment time for an order?
We process orders on Monday morning and Thursday morning. The shipment is guaranteed by the service provider UPS. The exact shipment time will depend upon the shipping address.
What are the shipment charges?
Shipment costs are clearly indicated in your shopping cart, and automatically calculated with each item you add. Costs are fixed 20 Euro.
Am I required to pay customs or import duties?
For shipments outside of the European Union, Dutch VAT is not applicable. Import duties may be asked of you upon delivery, and will be payable directly to the shipment carrier.
Where will my parcel be delivered to?
For all orders placed on our site, you will receive an email reminding you of the shipping address you have given us. You will find the shipping address of your order is indicated in the dashboard of your NALIN studios account.
In case you are out when the delivery arrives: An attempted delivery note will be left informing you of when the deliverer will return. If UPS does not succeed in making the delivery to you after three attempts, the package will be kept during a 5-day period at the closest UPS depot to your address, before being returned to us at NALIN studios.
How do I change the shipping address for my order?
You can change the shipping address in the Address book of your NALIN studios account. A new address can even be given after you have proceeded to the checkout. Please be aware that you can no longer change the shipping address once your order has been placed and received by us.
Is it possible to track my order?
You can track the shipment of your order. Once your package has been dispatched, you will receive an email containing a tracking link which allows you to follow the progress of your order on the site of your delivery service provider.
Your unique tracking number is indicated in the dashboard of your NALIN studios account. By clicking on the tracking number you will be redirected to the site of your delivery service provider where you can follow the progress of your order.
Has my order been dispatched?
Your order status is indicated in the dashboard of your NALIN studios account. The status « dispatched » indicates that your package has left our warehouse.
What should I do if my package shows signs of damage?
Following receipt of your package, if you believe the packaging shows signs of deterioration or damage, please contact our Customer Services team who will investigate this further with the delivery service provider.
Payments and discounts
How do I get my discount code?
Discount codes are shipment codes offered only within France and Europe.
They are sent upon request by email via our NALIN studios Customer Services team, when an item has arrived faulty or damaged, or if there is a mistake with the size or colour of an item.
Need some help with your discount code?
To use your discount code: Login to your NALIN studios account. The discount code will be requested in the shopping cart.
How do I pay for my order?
We only accept payment via Paypal, Visa, Mastercard, American express, Apple Pay and IDEAL.
After I have confirmed my order, when will the money be debited from my account?
Once your order has been accepted and processed, and following authorization from your bank, the money will be debited from your account.
What do I do if my payment is declined?
You have 3 attempts to complete the payment for your order. If none of these attempts are successful your payment will be declined and you will be redirected to a page indicating that your payment has been declined.
Your payment may be declined for different reasons: An incorrect entry of your personal bank details, the total cost of the order exceeds your balance etc. We advise you contact your bank to discover why your payment has been declined.
What if I paid with my credit card/debit card and I didn’t receive the confirmation email?
If your payment was processed and you haven’t received an email confirming your order within 5 minutes, check that the email is not in your spam.
The bank verification can sometimes take a little longer (security procedures) when the request is not immediately authorized and has to be validated manually.
Is the payment secured ?
The payment is 100% secure. All transactions which take place on www.nalinstudios.com are secured by the Sherlock payment system of our partner Stripe.
All the information exchanged in order to process the payment is encrypted by SSL. This data cannot be detected, intercepted or used by others. It is not stored on our computer systems either.
When you are asked to enter your credit card number, you can verify that you are in a secure area thanks to a number of security features in your browser. You can easily identify these areas because of an address beginning with https and containing "secure.ogone.com", as well as a closed padlock or an unbroken key displayed at the bottom of the browser.
For your security, Sherlock’s system checks that the connection used by your browser is secure before sending your financial information. Atos/LCL is a technical service provider, and does not handle any issues with payments. Any issues with your payment must be directly settled on www.nalinstudios.com or through your bank.
Will my bank details be stored?
No banking information is stored on our website. Your bank details are entered directly on a secure server managed by Sherlock’s, our technical and financial service provider. The bank details that you give are encrypted on your personal computer, and will never circulate unencrypted around the web.
Customer service
How can I contact the customer service?
• By phone at +31 681203881
• By e-mail at shop@nalinstudios.com