FAQ
Frequently Asked Questions
We want shopping with NALYA to feel simple, safe and stress-free. 🤍
If you can’t find what you’re looking for below, our customer care team is always happy to help at help@nalyasip.com.
Can I return my purchase?
Of course. We want you to genuinely love your NALYA purchase.
If you change your mind, please contact our customer care team within 30 days of receiving your order.
To be eligible for a change-of-mind return, your item must be unused, in its original condition and returned with its original packaging.
For hygiene reasons, certain opened or used children's drinking products may not be eligible for a change-of-mind return.
This does not affect any rights you may have under the Australian Consumer Law, including your rights if an item is faulty, unsafe or not as described.
Something is wrong with my order. What do I do?
We’ll help you sort it out. 🤍
If your order arrives damaged, faulty, incorrect or you believe something isn't right, email help@nalyasip.com with:
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Your order number
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A brief description of the issue
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A photo or video where helpful
Our customer care team will review it and help you with the appropriate next steps.
How long does shipping take?
We aim to get your NALYA order on its way as quickly as possible.
Our products may be shipped directly from our fulfilment partners, which helps us offer our range without holding every product in one location.
Estimated delivery is generally 7–10 business days after dispatch, depending on your location, carrier and any unexpected delivery delays.
You'll receive tracking information when available so you can follow your order along the way.
Please remember that weekends, public holidays, peak periods, customs processing and circumstances outside our control may occasionally affect delivery times.
Will my order arrive in one package?
Usually, but not always.
Some NALYA products may be fulfilled from different locations. If you purchase multiple products, they may occasionally arrive separately.
Don't worry if one item arrives before another — check your tracking information or contact us if you need help locating the rest of your order.
Where do you ship?
We offer shipping to eligible destinations shown at checkout.
Simply enter your delivery address during checkout and the available shipping options for your location will be displayed.
Can I track my order?
Yes! Once tracking becomes available, we'll send the details to the email address used when placing your order.
Please allow some time after receiving your tracking number for the carrier's system to update.
I entered the wrong shipping address. What should I do?
Contact us at help@nalyasip.com as soon as possible with your order number and the correct address.
If your order hasn't been processed or dispatched yet, we'll do our best to update it.
Once an order has entered fulfilment or been dispatched, unfortunately we cannot guarantee that the delivery address can be changed.
What if my package hasn't arrived?
If your estimated delivery window has passed, first check your tracking information for the latest carrier update.
If you're still unsure where your order is, contact us at help@nalyasip.com with your order number and we'll help investigate.
How can I pay?
We accept secure payment methods available at checkout, including:
Visa • PayPal • Apple Pay
Additional payment options may be available depending on your device and location.
Your payment details are securely processed by our payment providers — NALYA does not directly store your complete card details.
Is checkout secure?
Absolutely. 🔒
Your payment is processed securely through the payment provider selected at checkout. We take the privacy and security of our customers seriously and use established e-commerce payment technology to process transactions.
My discount code isn't working. What should I do?
First, double-check that your code has been entered exactly as provided and hasn't expired.
Unless otherwise stated, only one discount code can be applied per order, and some promotional codes may be limited to one use per customer or selected products.
Still not working? Send us a message at help@nalyasip.com and we'll take a look for you.
Can I change or cancel my order?
If you've changed your mind, contact us as soon as possible after ordering.
We process orders quickly, so we'll always try to help, but we can't guarantee changes or cancellations once your order has entered fulfilment.
The colour looks slightly different in person. Is that normal?
We do our best to display our products and colours as accurately as possible.
However, colours may appear slightly different depending on lighting, photography and your device's screen settings.
Are NALYA products suitable for every child?
Every little one develops differently.
Please review the individual product information and any age recommendations or instructions before use. Children should always use products in accordance with the supplied instructions and under appropriate adult supervision.
If a product becomes cracked, damaged or excessively worn, discontinue use.
How do I clean my FirstSip™?
Follow the care instructions supplied with your product.
We recommend cleaning children's drinking products thoroughly before first use and after each use.
Please don't assume a product is dishwasher, microwave or steriliser safe unless this is specifically stated in its product information.
Why am I seeing another manufacturer's name on my product or packaging?
NALYA is an online retailer and some products in our collection are sourced and fulfilled by third-party manufacturing and fulfilment partners.
Unless a product is specifically advertised as NALYA-branded, the physical product or packaging may not carry NALYA branding.
We believe in being transparent about what you're purchasing and never want to imply that we manufacture a product when we don't.
Need a little more help?
We're here for you. 🤍
Whether it's a question before purchasing, help tracking an order or support after your delivery, please reach out to:
We'll do our best to make your NALYA experience a happy one.
Little sips. Big milestones. 💧