Terms and Conditions


Subject to the following policy NoL authorises you to access and use their Website for personal use only.

We reserve the right to change the content of the NoL Website at any time. Although we try to keep the information on the NoL Website uptodate, we make no representations, warranties or guarantees that the content on it is accurate or complete, or that it will be free from errors or omissions.

NoL from time to time carry out maintenance of their website and this means there will be no access for a period of time.

All personal information, including the collection of cookies, is dealt with in accordance with our Privacy Policy.


To place an order on the Nanela of London website you must first register as a customer. In order to register as a customer you must:

Be over 18 years of age; provide your true name, address, phone number, email address and any other details requested;

Provide a delivery address within the UK ((the "UK" (United Kingdom) means England, Wales, Scotland and Northern Ireland) or within one of our international delivery locations as set out on our International Delivery Information page.  Please note that certain items may not be available for international delivery.

Have a credit or debit card acceptable to us in your name.

Please keep your username and password confidential because you will be responsible for all activities and orders made using these details. If you think that someone else may either know or be using your username and password, please contact us immediately.

We reserve the right to decline a new customer registration or order or to suspend or disable your account at any time and at our discretion.

All personal data and information will be used only for company use and will not be shared at any time with a third party (privacy policy). 

NoL treats all personal data and information in line with GDPR.


We reserve the right to change prices on the NoL Website at any time without notice to you. We make every effort to ensure that prices shown are accurate when you place your order

All prices are shown are inclusive of any VAT or other sales tax payable. The price of each item does not include the cost of delivery or any other services.


All Payment will be required to be made before receipt of your item. NoL offers Visa, Mastercard, Paypal and other payment options  at the checkout.

All bespoke items (please see Bespoke items) will require a 50% deposit, which will be non-refundable.

If an exchange rate is applicable to your order your card provider will determine the rate of exchange and may add an administration charge which you will be liable to pay. 

We reserve the right to refuse to accept certain payment cards from time to time without notice.


Once you have placed an order on the NoL Website, we will send you an order acknowledgement by email setting out the item(s) you have ordered. This is an order acknowledgement only. 

A legally binding contract between you and us will only be formed when we email you to confirm that the items you ordered have been dispatched. The contract will be formed in, and subject to the laws of, England.

Our liability to you in connection with any order will not exceed the total price charged for the items.

When placing an order NoL will not be responsible for custom and tax that may incur when the item reaches the final destination.


If you wish to cancel an order prior to delivery, you can do this by contacting Customer Services by email.

If at the time of cancellation, the item(s) has not been dispatched to your home we will cancel the order and the full price paid will be refunded to you. If the item(s) has already been dispatched and we are unable to prevent the delivery you should refuse to sign for the item(s) and it will be returned to us. The cost of your order will be refunded.  In some instances you may not be able to part cancel an order but you may be able to return the order and claim a refund, if this is the case, Customer Services will explain this to you.


NoL offers a change of mind policy, which means you return any items other than the excluded items listed below, you are entitled to change your mind and cancel your order for any reason within 14 calendar days after delivery or collection for an exchange or full refund.

Items which cannot be resold for health and hygiene reasons once unwrapped (e.g. Facemasks and any other items).

When you return an item(s) please make sure that the item(s) is undamaged, in a sellable condition, and with all of its components including the original packaging. If you do not exercise reasonable care and the item(s) you are returning is damaged whilst in your possession, in transit or, we reserve the right to reduce the amount of credit we give to you on refund. We therefore recommend that if you are returning the item(s) by post you use a service which insures you for the value of the item(s) you are returning.

If there is damage to the package and has affected the product a refund may be requested.

You will be responsible for the cost of returning the item(s) which is not damaged, faulty or mis-described.

How to return items to us: 

Please contact customer service in the contact us section.

You can return items to us either by: posting the item(s) together with the delivery note (email) which you received in your parcel to the following address indicating which item(s) you are returning: 

If you are posting an item back to us we recommend that you obtain a proof of posting certificate or receipt and in addition we recommend you track your parcel.

All refunds will be made by crediting the card you paid with.

We will make any refunds within 14 days of receiving the item(s) back.  When you supply us with proof that you have returned the item(s) to us (for example, proof of posting certificate), within 14 days of either receiving your notification to us that you wish to return the item(s). The refund will be shown in your available balance once cleared in your account.

Costs incurred in returning item(s). We will not be responsible for your costs in returning item(s) unless they are faulty, or otherwise permitted by these terms.

Any refunds paid to you will be in Pounds Sterling and will match the amount you paid in Pounds Sterling for the item(s). If an exchange rate is applicable to your order the amount you receive in your local currency will depend on the exchange rate applied by your credit or debit card provider when it receives our refund payment and may therefore be different from the price paid for the item(s) in your local currency. We will not be liable for any losses caused to you as a result of any currency fluctuations or exchange rates applied by your credit or debit card provider.

There is a 14 day return policy for UK customers and 30 days return policy for International customers. 


All packaging will be used according to Covid -19 guidelines (please see separately). There will be additional payment for gift wrapping.

NoL dispatch all products within 5 days. All postage will be tracked and signed as standard. International postage will be tracked and signed as standard.

Delivery time estimates. Please note that while we aim to deliver within the timescales set out on our UK Delivery or International Delivery Information pages, these are only estimates.  Please note during Covid-19 delivery times may vary.

Items requiring signature. A signature may sometimes be required at delivery. By placing an order you are authorising us to accept a signature from another person at the same address on your behalf if you are not present at the time of delivery.


NoL do not take any liability to mistreat the product, please see (Covid -19 guidelines and product care). 

The policy regulates the supply of goods to you by us. Any other terms, conditions or representations (other than those made fraudulently or implied by statute) are excluded.

If we are in breach of these Terms and Conditions, we will only be responsible for any losses that you suffer as a result of our breach and to the extent that they are a foreseeable consequence to both of us at the time you placed the relevant order.

Our item(s) are for personal use only and our liability shall not in any event include business losses such as loss of data, loss of profits or business interruption.

We reserve the right to amend these Terms and Conditions at any time.

If you have any problems with your purchase, or want advice on whether your items are considered liable to deteriorate or expire rapidly, we can offer help and assistance.