FAQ

GENERAL

 

What makes niLuu sustainable?

From our biodegradable PETA-approved vegan silk to our transparent production process in closed loop facilities, niLuu takes sustainability seriously. To get an in-depth review on sustainability at niLuu, please visit our Sustainability page.

 

What is your vegan silk made of & how does it resemble silk?

Our vegan silk is made using Bemberg® Cupro, a yarn produced in Japan derived from the linter of the cotton seed which is typically discarded when cotton is harvested. The incredible properties of this fabric offer the same benefits as traditional silk, only better. Great for your hair and skin, our breathable vegan silk offers a luxe weighted fabric that breathes like cotton and drapes beautifully like silk.

 

How do I care for my niLuu pieces?

Caring for your niLuu pieces is easy. Unlike traditional silk that needs to be hand wash or dry cleaning, niLuu's vegan silk garments are machine washable and tumble dry approved. We recommend ironing but it's not necessary.  

 

Where are your products made?

niLuu's products are made in Turkey by our suppliers with whom we maintain close contact and visit on a regular basis.

 

 

SHIPPING & RETURNS

 

How do I cancel or amend my order?

If you wish to cancel or amend your order please e-mail hello@niLuu.com quoting your order number, as soon as possible. We will do our best to accomodate any changes requested; however, once an order has been processed we cannot guarantee that it can be cancelled or amended.

 

What shipping options are available & how long will it take to receive my order?

We are pleased to offer free 2-day shipping on all orders placed on niLuu.com.

 

Where does niLuu ship to?

niLuu offers worldwide shipping. 

 

How can I exchange an item?

To exchange an item, please email us at hello@niLuu.com. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

How do I return an item?

While we hope you love your niLuu, you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. We can only accept returns for items purchased on niluu.com.  For any niLuu items purchased in 3rd party stores, physical or online, please refer to that store return policy.

To start a return, you can contact us at hello@niluu.com. If/when your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Exceptions / non-returnable items 

Unfortunately, we cannot accept returns on sale items or gift cards.

 

When will I receive my refund?

We will notify you once we have received and inspected your return, and will let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

 

Can I track my order?

Once your order has been dispatched you will receive a confirmation email with a tracking number. Using the tracking number and link provided in this email you will be able to track your order, register further instruction for the courier (e.g. to leave the parcel with a neighbor) or opt to change the delivery address. Please note that changes to the delivery address can only be facilitated within the same country as the original delivery address.