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FAQ
Frequent Questions
General Questions
DO YOU RESTOCK SOLD-OUT UNITS?
Yes. Our most-loved styles are restocked regularly, subject to availability. If the unit you're looking for is currently unavailable, email us at nalanizw@gmail.com or follow @nalanihairzw for restock updates and new arrivals.
CAN I PRE-ORDER A UNIT?
Yes. Selected styles are available for pre-order. These units are carefully prepared specifically for you and may take up to 21 business days before they are dispatched. We'll keep you updated throughout the process.
DO YOU OFFER PROMOTIONS?
Yes. We occasionally offer exclusive promotions, seasonal offers, and special product launches. Follow @nalanihairzw and subscribe to our newsletter to be the first to hear about new collections, exclusive offers, and upcoming releases.
What should I do if my order arrives damaged, defective or incorrect?
Please contact Nalani as soon as possible if your product arrives damaged, defective, incorrect or materially different from what you ordered. Where possible, visible issues should be reported within 48 hours of delivery.
Please provide your order number, proof of purchase, a brief description of the issue and clear photographs or video where relevant. We recommend inspecting your product before wearing, installing, washing, cutting, colouring, bleaching or otherwise altering it, as this helps us assess any reported issue.
Please provide your order number, proof of purchase, a brief description of the issue and clear photographs or video where relevant. We recommend inspecting your product before wearing, installing, washing, cutting, colouring, bleaching or otherwise altering it, as this helps us assess any reported issue.
Shipping & Returns
WHAT IS YOUR RETURN POLICY?
Nalani accepts returns in accordance with applicable Zimbabwean consumer law.
If your product is damaged, defective, incorrect or materially different from what you ordered, please contact us as soon as possible. Where possible, visible issues should be reported within 48 hours of delivery, together with clear photographs or video.
Please inspect your hair carefully before wearing, installing, washing, cutting the lace or hair, colouring, bleaching, applying heat, glue, sewing, plucking or otherwise altering it.
For change-of-mind returns, we normally cannot accept wigs or hair products that have been worn, installed, washed, cut, coloured, chemically treated, had the lace cut, or otherwise been materially used or altered for hygiene reasons.
For qualifying electronic purchases, you may also have a 7-day cooling-off right under Zimbabwean consumer law.
If your product is damaged, defective, incorrect or materially different from what you ordered, please contact us as soon as possible. Where possible, visible issues should be reported within 48 hours of delivery, together with clear photographs or video.
Please inspect your hair carefully before wearing, installing, washing, cutting the lace or hair, colouring, bleaching, applying heat, glue, sewing, plucking or otherwise altering it.
For change-of-mind returns, we normally cannot accept wigs or hair products that have been worn, installed, washed, cut, coloured, chemically treated, had the lace cut, or otherwise been materially used or altered for hygiene reasons.
For qualifying electronic purchases, you may also have a 7-day cooling-off right under Zimbabwean consumer law.
How do I return or exchange my order?
Please contact Nalani at nalanizw@gmail.com or via +263 774 482 233 before returning your order.
Include your order number, proof of purchase, a brief description of the issue and, where relevant, clear photographs or video. Our team will review your request and advise you on the next steps.
Where you are legally entitled to a repair, replacement or refund, Nalani will provide the appropriate remedy in accordance with applicable law. If a refund is approved, it will normally be returned to the original payment method unless another method is lawfully agreed.
Include your order number, proof of purchase, a brief description of the issue and, where relevant, clear photographs or video. Our team will review your request and advise you on the next steps.
Where you are legally entitled to a repair, replacement or refund, Nalani will provide the appropriate remedy in accordance with applicable law. If a refund is approved, it will normally be returned to the original payment method unless another method is lawfully agreed.
When will my order ship
For ready-to-ship products, orders are normally processed within 3–7 business days after payment has been confirmed.
For custom or pre-order products, the estimated processing time will be provided or agreed with you before your order is accepted.
Please note that processing time is separate from delivery time. Once your order has been dispatched, delivery times may vary depending on your location and courier service.
For custom or pre-order products, the estimated processing time will be provided or agreed with you before your order is accepted.
Please note that processing time is separate from delivery time. Once your order has been dispatched, delivery times may vary depending on your location and courier service.
When will my order ship
For ready-to-ship products, orders are normally processed within 3–7 business days after payment has been confirmed.
For custom or pre-order products, the estimated processing time will be provided or agreed with you before your order is accepted.
Please note that processing time is separate from delivery time. Once your order has been dispatched, delivery times may vary depending on your location and courier service.
For custom or pre-order products, the estimated processing time will be provided or agreed with you before your order is accepted.
Please note that processing time is separate from delivery time. Once your order has been dispatched, delivery times may vary depending on your location and courier service.
Can I return hair after it has been installed or altered?
For change-of-mind returns, we normally cannot accept wigs or hair products that have been worn, installed, washed, cut, coloured, chemically treated, had the lace cut, or otherwise been materially used or altered, as they may no longer be suitable for hygienic resale.
Can I return or cancel a custom or pre-order product?
Customisation begins only after you have approved the important product details, price and estimated timeline.
If you cancel an advance order, a reasonable cancellation amount may apply. This may cover work already completed, non-refundable materials, third-party costs or products already made or adapted specifically for you.
If you cancel an advance order, a reasonable cancellation amount may apply. This may cover work already completed, non-refundable materials, third-party costs or products already made or adapted specifically for you.
How are refunds processed?
If a refund is approved, we will normally return the funds to the payment method originally used unless another method is agreed with you.
We may ask you to confirm payer or transaction details where reasonably necessary to prevent fraud.
We may ask you to confirm payer or transaction details where reasonably necessary to prevent fraud.
Nalani Hair Care Guide
STRAIGHT Hair Care Guide
DAILY CARE
ᐧ Gently detangle using a wide-tooth comb or paddle brush.
ᐧ Start from the ends and work your way up to the roots.
ᐧ Avoid excessive pulling or brushing.
WASHINGᐧ
Wash every 7–10 days, or as needed.
ᐧ Use a sulfate-free shampoo followed by a moisturising conditioner.
ᐧ Wash with lukewarm water and rinse thoroughly.
CONDITIONING
ᐧ Apply conditioner from the mid-lengths to the ends.
ᐧ Leave on for 3–5 minutes before rinsing.
ᐧ Deep condition every 2–4 weeks for added softness and hydration.
STYLING
ᐧ Always apply a heat protectant before using hot styling tools.
ᐧ Use low to medium heat only.
ᐧ Avoid excessive heat styling to preserve the hair's natural shine.
NIGHT CARE
ᐧ Loosely braid or twist the hair before sleeping.
ᐧ Wear a satin bonnet or wrap the hair in a satin scarf.
ᐧ Store your wig on a wig stand when it is not being worn.
LONGEVITY TIPS
✓ Use lightweight hair serums sparingly.
✓ Avoid heavy oils and waxes.
✓ Protect your hair from chlorine and salt water.
✓ Brush gently to maintain its silky finish.
LESS IS MORE
Overusing oils, serums, and styling products can cause build-up, reduce movement, and shorten the lifespan of your hair. For the best results, use products sparingly.
ᐧ Gently detangle using a wide-tooth comb or paddle brush.
ᐧ Start from the ends and work your way up to the roots.
ᐧ Avoid excessive pulling or brushing.
WASHINGᐧ
Wash every 7–10 days, or as needed.
ᐧ Use a sulfate-free shampoo followed by a moisturising conditioner.
ᐧ Wash with lukewarm water and rinse thoroughly.
CONDITIONING
ᐧ Apply conditioner from the mid-lengths to the ends.
ᐧ Leave on for 3–5 minutes before rinsing.
ᐧ Deep condition every 2–4 weeks for added softness and hydration.
STYLING
ᐧ Always apply a heat protectant before using hot styling tools.
ᐧ Use low to medium heat only.
ᐧ Avoid excessive heat styling to preserve the hair's natural shine.
NIGHT CARE
ᐧ Loosely braid or twist the hair before sleeping.
ᐧ Wear a satin bonnet or wrap the hair in a satin scarf.
ᐧ Store your wig on a wig stand when it is not being worn.
LONGEVITY TIPS
✓ Use lightweight hair serums sparingly.
✓ Avoid heavy oils and waxes.
✓ Protect your hair from chlorine and salt water.
✓ Brush gently to maintain its silky finish.
LESS IS MORE
Overusing oils, serums, and styling products can cause build-up, reduce movement, and shorten the lifespan of your hair. For the best results, use products sparingly.
BODY WAVE Hair Care Guide
DAILY CARE
ᐧ Gently detangle using a wide-tooth comb or paddle brush.
ᐧ Start from the ends and work your way up to the roots.
ᐧ Avoid excessive brushing to preserve the body wave pattern.
WASHING
ᐧ Wash every 7–10 days, or as needed.
ᐧ Use a sulfate-free shampoo followed by a moisturising conditioner.
ᐧ Wash with lukewarm water and rinse thoroughly.
CONDITIONING
ᐧ Apply conditioner from the mid-lengths to the ends.
ᐧ Leave on for 3–5 minutes before rinsing.
ᐧ Deep condition every 2–4 weeks to maintain softness and shine.
STYLING
ᐧ Always apply a heat protectant before using hot styling tools.
ᐧ Use low to medium heat only.
ᐧ Twist or scrunch the hair while damp to help define the body waves.
NIGHT CARE
ᐧ Loosely braid or twist the hair before sleeping.
ᐧ Wear a satin bonnet or wrap the hair in a satin scarf.
ᐧ Store your wig on a wig stand when it is not being worn.
LONGEVITY TIPS
✓ Use lightweight hair serums sparingly.
✓ Avoid heavy oils and waxes.
✓ Protect your hair from chlorine and salt water.
✓ Gently scrunch the hair after washing to help maintain the wave pattern.
LESS IS MORE
Overusing oils, serums, and styling products can cause build-up, weigh down the body waves, and shorten the lifespan of your hair. For the best results, use products sparingly.
ᐧ Gently detangle using a wide-tooth comb or paddle brush.
ᐧ Start from the ends and work your way up to the roots.
ᐧ Avoid excessive brushing to preserve the body wave pattern.
WASHING
ᐧ Wash every 7–10 days, or as needed.
ᐧ Use a sulfate-free shampoo followed by a moisturising conditioner.
ᐧ Wash with lukewarm water and rinse thoroughly.
CONDITIONING
ᐧ Apply conditioner from the mid-lengths to the ends.
ᐧ Leave on for 3–5 minutes before rinsing.
ᐧ Deep condition every 2–4 weeks to maintain softness and shine.
STYLING
ᐧ Always apply a heat protectant before using hot styling tools.
ᐧ Use low to medium heat only.
ᐧ Twist or scrunch the hair while damp to help define the body waves.
NIGHT CARE
ᐧ Loosely braid or twist the hair before sleeping.
ᐧ Wear a satin bonnet or wrap the hair in a satin scarf.
ᐧ Store your wig on a wig stand when it is not being worn.
LONGEVITY TIPS
✓ Use lightweight hair serums sparingly.
✓ Avoid heavy oils and waxes.
✓ Protect your hair from chlorine and salt water.
✓ Gently scrunch the hair after washing to help maintain the wave pattern.
LESS IS MORE
Overusing oils, serums, and styling products can cause build-up, weigh down the body waves, and shorten the lifespan of your hair. For the best results, use products sparingly.
CURLY Hair Care Guide
DAILY CARE
ᐧ Gently detangle using a wide-tooth comb or your fingers while the hair is damp.
ᐧ Start from the ends and work your way up to the roots.
ᐧ Avoid brushing dry curls to preserve the curl pattern.
WASHING
ᐧ Wash every 7–10 days, or as needed.
ᐧ Use a sulfate-free shampoo followed by a moisturising conditioner.
ᐧ Cleanse gently without rough scrubbing, then rinse thoroughly with lukewarm water.
CONDITIONING
ᐧ Apply conditioner generously from the mid-lengths to the ends.
ᐧ Leave on for 3–5 minutes before rinsing.
ᐧ Deep condition every 2–4 weeks to maintain moisture and softness.
STYLING
ᐧ Apply curl-defining products sparingly while the hair is damp.
ᐧ Allow the hair to air dry whenever possible.
ᐧ Diffuse on low heat only when necessary.
NIGHT CARE
ᐧ Protect the hair with a satin bonnet or wrap it in a satin scarf before sleeping.
ᐧ Store your wig on a wig stand when it is not being worn.
ᐧ Refresh curls with a light mist of water instead of applying excessive product.
LONGEVITY TIPS
✓ Moisturise regularly without overloading the hair.
✓ Minimise excessive heat styling.
✓ Finger-style curls whenever possible.
✓ Store your wig on a wig stand to help maintain its shape.
LESS IS MORE
Overusing creams, gels, oils, and styling products can cause build-up, weigh down the curls, and shorten the lifespan of your hair. Healthy curls need moisture, not excessive product.
ᐧ Gently detangle using a wide-tooth comb or your fingers while the hair is damp.
ᐧ Start from the ends and work your way up to the roots.
ᐧ Avoid brushing dry curls to preserve the curl pattern.
WASHING
ᐧ Wash every 7–10 days, or as needed.
ᐧ Use a sulfate-free shampoo followed by a moisturising conditioner.
ᐧ Cleanse gently without rough scrubbing, then rinse thoroughly with lukewarm water.
CONDITIONING
ᐧ Apply conditioner generously from the mid-lengths to the ends.
ᐧ Leave on for 3–5 minutes before rinsing.
ᐧ Deep condition every 2–4 weeks to maintain moisture and softness.
STYLING
ᐧ Apply curl-defining products sparingly while the hair is damp.
ᐧ Allow the hair to air dry whenever possible.
ᐧ Diffuse on low heat only when necessary.
NIGHT CARE
ᐧ Protect the hair with a satin bonnet or wrap it in a satin scarf before sleeping.
ᐧ Store your wig on a wig stand when it is not being worn.
ᐧ Refresh curls with a light mist of water instead of applying excessive product.
LONGEVITY TIPS
✓ Moisturise regularly without overloading the hair.
✓ Minimise excessive heat styling.
✓ Finger-style curls whenever possible.
✓ Store your wig on a wig stand to help maintain its shape.
LESS IS MORE
Overusing creams, gels, oils, and styling products can cause build-up, weigh down the curls, and shorten the lifespan of your hair. Healthy curls need moisture, not excessive product.
Orders, Payments & Privacy
What personal information does Nalani collect?
Depending on how you interact with us, we may collect information such as your name, telephone number, email address, delivery or billing address, information you provide when contacting us, and payment or transaction information required to process your purchase.
Our website or service providers may also collect basic website information such as your IP address, browser, device information and website activity. We only ask for information reasonably required for our business or by law.
Our website or service providers may also collect basic website information such as your IP address, browser, device information and website activity. We only ask for information reasonably required for our business or by law.
How does Nalani use my personal information?
We may use your personal information to process payments and orders, provide the products or services you request, respond to enquiries, provide customer support, operate and improve our website and services, meet legal or regulatory requirements, and send marketing communications where you have agreed to receive them or where permitted by law.
Does Nalani sell or share my personal information?
Nalani does not sell your personal information.
We may share information where reasonably necessary with service providers that help us operate our business, such as payment processors, website or technology providers, delivery providers and professional advisers. Information may also be disclosed where required by law or a lawful authority.
We may share information where reasonably necessary with service providers that help us operate our business, such as payment processors, website or technology providers, delivery providers and professional advisers. Information may also be disclosed where required by law or a lawful authority.
What are my privacy rights?
Subject to Zimbabwean law, you may have the right to ask what personal information we hold about you, request corrections to inaccurate or incomplete information, request deletion where permitted, limit certain uses of your information or withdraw consent where we rely on your consent.
You may also unsubscribe from marketing communications at any time. We may still contact you about an order, enquiry or other service you have requested.
You may also unsubscribe from marketing communications at any time. We may still contact you about an order, enquiry or other service you have requested.
How can I contact Nalani about an order, return or privacy concern?
You can contact Nalani at nalanizw@gmail.com or via +263 774 482 233 for questions relating to orders, returns, complaints or your privacy rights.
Premium Hair for Every Occasion
Premium Hair for Every Occasion
Premium Hair for Every Occasion
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