Customer Service Policy

Alani Nu Customer Service is available to assist with product questions, order status, payments, shipping, returns, refunds, replacements, account access, product information, and general website support.

When contacting Customer Service about an order, customers should provide the order number, name used during checkout, product name, and a clear description of the question or issue.

For damaged, incorrect, missing, or defective products, customers may be asked to provide photographs of the product, packaging, shipping label, and affected area. Customers should keep the product and packaging until the review is complete.

Customer Service reviews requests according to the order received and the complexity of the matter. Some cases require carrier verification, payment review, inventory confirmation, product inspection, or additional information.

Customers who need to change or cancel an order should contact Customer Service as soon as possible. Changes are not guaranteed after fulfillment has started or the order has been transferred to a carrier.

Customer Service may explain available options based on the order information, product condition, payment status, delivery records, and applicable policy requirements.

Customers should not send complete payment card numbers, security codes, passwords, or other highly sensitive information through ordinary messages.

We aim to communicate clearly and respectfully. Threatening, abusive, discriminatory, or harassing communications may limit the assistance that can be provided, while legitimate order concerns will continue to be reviewed.