Customer Service

Customer Service

At HH Nalia, we take pride in quality, clarity, and accountability. Our goal is to ensure every customer has a smooth experience from checkout to delivery.

Please review the information below before reaching out—most questions are answered here.

Contact Information

For all customer service inquiries, please email:

hawkins@hhnalia.com

  • Response time: 24–48 business hours

  • Business hours: Monday–Friday, 9AM–5PM EST

  • Please include your order number in all messages

Order Processing

  • Orders are processed within 3–5 business days

  • Processing time does not include weekends or holidays

  • During high-volume periods (product drops, holidays, events), processing times may be extended

Once your order ships, you will receive a confirmation email with tracking information.

Shipping

  • Shipping times vary by location and carrier

  • HH Nalia is not responsible for carrier delays once an order has shipped

  • Customers are responsible for providing an accurate shipping address at checkout
    (Orders shipped to incorrect addresses cannot be replaced)

Returns & Exchanges

Returns and exchanges are accepted under the following conditions:

  • Requests must be submitted within 7 days of delivery

  • Items must be unworn, unwashed, and in original condition

  • Original tags and packaging must be intact

  • Final sale items, mystery boxes, and limited releases are non-returnable

To request a return or exchange, email hawkins@hhnalia.com with:

  • Order number

  • Reason for return or exchange

  • Requested size (for exchanges)

Customers are responsible for return shipping costs unless the item is defective or incorrect.

Size & Fit

Please review our Size Guide prior to placing your order.
Sizing issues are not considered defects.

If you need assistance choosing a size, contact us before purchasing.

Damaged or Incorrect Items

If your order arrives damaged or incorrect:

  • Contact us within 48 hours of delivery

  • Include clear photos of the issue and your order number

Approved claims will be resolved with a replacement or store credit at our discretion.

Lost or Stolen Packages

  • HH Nalia is not responsible for packages marked as delivered by the carrier

  • Customers should contact the carrier directly for delivery issues

  • Optional shipping protection may be available at checkout

Order Cancellations

  • Orders cannot be canceled once processing has begun

  • Please review your order carefully before completing checkout

Additional Information

  • HH Nalia reserves the right to refuse service in cases of repeated abuse of policies

  • All policies are subject to change without notice

Need further assistance?

Email hawkins@hhnalia.com and we’ll take care of you.