NOUVEAUTÉ – Notre cabas boise, la pièce parfaite pour l’été !

LOGO-NILAU-site

FAQ

SHIPPING

We offer delivery all over the world.

Your order will be shipped from our workshop in France.

  • For EU members, no customs fees will be applied.
  • For US delivery, no customs fees will be applied if the value of your order is less than 600 US Dollars.
  • Outside these countries, it is possible that customs fees are applied by the customs of the country of delivery. Their amount may vary depending on the country in question.

TRACK YOUR ORDER

When your order is shipped, you will receive an email with the tracking number for your package from our carrier. You will then be able to follow the progress of your delivery in real time.

You also have the possibility to follow your order in"My account / My orders" :

- Being prepared : we are preparing your order with love in our workshop
- Dispatch : your parcel has been handed over to our carrier and the delivery is in progress.
– Theoretical delivery date : day on which your package should be delivered.
- Delivered : your parcel has been delivered.
– Available in your relay shop: your parcel is waiting for you in the relay shop

If your order has been placed within the last hour, you can absolutely send an e-mail to contact@nilau-paris.com. We will then change your delivery address.

If your order was placed more than an hour ago (except for pre-orders), we cannot guarantee the possibility of changing your delivery address. Indeed, it is possible that your order is already being prepared.

However, do not hesitate to contact us by email contact@nilau-paris.com so that we can confirm whether it is possible or not.

In case of a loss or a return to sender, we invite you to contact our customer service at the following e-mail address: contact@nilau-paris.com.

For every problem, a solution!

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RETURN

We have only one obsession: the desire to offer you the prettiest creations there are.

If your item still has a defect upon receipt, we invite you to contact us directly via the address contact@nilau-paris.com by sending us photos of the problem encountered, so that we can offer you the best possible solution.

You will receive an email to notify you when the refund has been made. Allow us approximately 7 to 10 working days to process your return.

All returns are possible from France within 14 days of receipt of your purchase. Return and exchange costs are offered in France and at your expense from abroad.

To make an exchange or a return, please contact us by email at contact@nilau-paris.com.

We can then send you a return label to proceed with a return or an exchange.

ACCOUNT

To create an account, go to the page My account (dans l’onglet Nilau club ou en bas à gauche du pied de page). Vous pouvez ainsi vous enregistrer avec votre adresse e-mail et cliquez sur « s’enregistrer » pour valider. Un compte a été créé automatiquement avec un mot de passe généré.

You will receive an email confirming the creation of your new account with the password.

In order to log in to your account, go to the bottom left of the footer and click on "my account". All you have to do is fill in the requested fields and validate.

Once connected to your account, you have the possibility to change all the information (billing & delivery address, personal information and your password).

If you wish to delete your account, please contact us at contact@nilau-paris.com. Please note that this action will result in the loss of all your order history.

PAYMENT

Our website accepts Visa, Mastercard, Amex and Discover credit cards. In addition, you have the option of paying with your PayPal account.

All payments made on our website are completely secure and your personal data is not saved by Nilau.

Your bank account will be debited upon validation of your order.

If you encounter payment difficulties or if your payment could not be completed, do not hesitate to place your order again with another means of payment.

If, despite this, you are unable to pay for your order, you can contact us at contact@nilau-paris.com. We will be happy to help you.

A summary of your order is provided in the confirmation email, but we can of course send you an invoice if needed. To do this, contact us at contact@nilau-paris.com.

MATERIALS AND CARE

Here are some general recommendations for preserving your bag so that it will last and can be passed on from one generation to the other:

  1. Avoid contact with water, grease, perfumes, or cosmetics. If your item should get wet, dab the area with a soft, clear fabric to absorb the liquid.
  2. Avoid prolonged exposure to heat or intense light sources.
  3. Store it in its protective dust bag when not in use. Also, remember to store the shoulder straps inside the bag to avoid damaging them or put pressure on the metal parts and leather. Do not store it in a place that is too hot, humid, or unventilated.

Remember that as a living material, leather evolves, softens, and develops a patina over time, especially the natural cowhide found in the lining. This tough hide, which serves to stiffen the bag, will gradually patina and become slightly darker. This is why color variations, small marks, or veins, on the leather, are natural elements and should not be considered imperfections.

If by mistake you have stained the linen of your bag,be aware that there may be a solution to overcome this unfortunate stain.

To clean it, rub it gently with a microfiber cloth slightly damp with soapy water, avoiding the leather parts. Leave to air dry

It is also advisable to carry out a soft dry brushing in order to dust.

Never use bleach as a stain remover at the risk of discoloring and damaging the linen.

This precious leather must be stored away from direct sunlight, but also from humidity and dust.

Before any cleaning, it must be dusted with a soft bristle brush or a microfiber cloth. Then, apply a specific suitable product (for example beeswax, synthetic wax, or mink fat) before rubbing gently in a circular motion, always with a soft cloth. Then leave to dry.

Do not apply too much product on it and choose the one that is specifically suited. Beforehand, do a test on a small non-visible area in order to see the reaction of the leather.

Salmon leathers are maintained like traditional leathers.

If you notice that your leather is getting a little dry, you can use suede leather care products or just baby moisturizer (its properties are very good for nourishing and moisturizing leathers, including fish leathers).

For a better care, store it in a cool, clean place indoors with balanced humidity.

CARTE CADEAU

Oui, nous proposons l’achat de carte-cadeau sur notre site internet. Il existe différents montants à ajouter dans votre panier et qui vous seront crédités au moment de l’achat. Le bon cadeau Nilau est valable sur l’intégralité du site grâce à son code unique.

La carte-cadeau est à utiliser sur le site. Vous avez reçu par mail la confirmation de votre commande assortie d’un accès à un code de réduction très simple à utiliser.


Lorsque que vous souhaitez passer commande sur notre site, il vous suffit de constituer votre panier et d’entrer, au moment du paiement,  l’intitulé du code dans la partie ‘code promo’. Le montant disponible sur la carte va être déduit automatiquement du total.

Si vous avez acheté un produit à un tarif inférieur au solde de votre carte-cadeau, le solde restant sera automatiquement utilisable une prochaine fois grâce à votre carte-cadeau. Vous disposez toujours d’un an après la date d’achat de la carte-cadeau pour utiliser ce solde sur la boutique en ligne.

Vous avez besoin de plus de temps avant de craquer ?

Entrez votre email ci-dessous afin de sauvegarder votre panier et de faciliter votre prochaine commande. D'ici là, nous serions ravis d'échanger avec vous et de vous conseiller.

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