Frequently Asked Questions
See below the most frequently asked questions. Is your question not here?
Our customer service is 24/7 available to answer all your questions.
info@byalmanueva.com
PRODUCT
We use premium natural and responsibly sourced fabrics including organic cotton, linen, Tencel, and recycled blends. Each product page lists the full material composition so you can make an informed choice.
We recommend washing on a cold cycle, avoiding tumble drying, and storing items folded or hung in a cool, dry place. For delicate pieces, hand washing or using a garment bag will help them last longer. Detailed care instructions are included on each product label.
STANDARD 100 by OEKO-TEX® is a certification meaning that all products are tested and approved to support ecological safety and non-toxic substances are used.
Our products are made carefully and ecologically in China. In an ethically certified factory (Oeko-Tex®)
Alma Nueva originated in Amsterdam. As we ship globally, we use different warehouse locations around the world to fulfill your order efficiently.
ORDERS & DELIVERY
Once your order has been placed, you will receive a confirmation email with your order details. As soon as it ships, we will send a separate email with your tracking information so you can follow its progress. For a full breakdown of delivery times and costs by country, see our Shipping Policy.
Yes. We currently ship to the UK, the Netherlands, Belgium, and wider Europe. Deliveries typically take 5–14 business days depending on your location. If your country is not listed at checkout, feel free to email us at info@byalmanueva.com and we will let you know whether we can accommodate your order.
Once your order ships you will receive an email with a tracking number and a link to follow your parcel. If you created an account at checkout, you can also view your order status under My Orders at any time.
We're sorry if something hasn't arrived as expected. Please email us at info@byalmanueva.com within 7 days of receiving your order, and include your order number and a photo of the item. We will arrange a replacement or refund at no cost to you.
If a delivery fails due to an incorrect address, no one being available to receive the parcel, or an uncollected package, it may be returned to us. We will get in touch to arrange a redelivery. Please note that additional shipping costs may apply in this case.
Standard delivery is £5.95. Orders over £90 qualify for free standard delivery, applied automatically at checkout. For EU orders (Netherlands, Belgium, and wider Europe), the flat fee is €5.95 with free delivery above €90.
RETURN & EXCHANGES
We accept returns within 30 days of the delivery date. Items must be unworn, unwashed, and returned in their original condition with tags attached. Underwear cannot be returned for hygiene reasons unless they arrive faulty.
All returns must be registered through our returns portal before sending anything back. Returns submitted without prior notification will not be accepted. To start a return, email us at info@byalmanueva.com with your order number and we will send you the next steps.
Return postage is the customer's responsibility unless the item arrived faulty or we sent the wrong product. We recommend using a tracked service, as we are unable to process refunds for parcels that do not reach us.
Once your return is received and inspected, we will process your refund within 10 business days. Depending on your bank, it may take a further 3 to 5 business days to appear in your account. You will receive an email confirmation when the refund has been issued.
We currently process exchanges as a return and a new order. Return the original item following the steps above and place a fresh order for the size you need. This ensures the fastest turnaround, particularly given limited stock on some styles. If your preferred size is out of stock, we can add you to a waitlist.
For hygiene reasons, underwear and intimates cannot be returned unless they arrive faulty or incorrect. Sale items can only be returned within the statutory 14-day withdrawal period. All other items are eligible for return within 30 days of delivery, provided they are unworn, unwashed, and in their original condition.
RETURN & EXCHANGES
RETURN & EXCHANGES
We accept Visa, Mastercard, American Express, Maestro, PayPal, Apple Pay, Google Pay, iDEAL, and Bancontact. All payments are processed securely via SSL and meet PCI DSS standards. We do not store your payment details.
Yes. We use 128-bit SSL encryption on all transactions. Alma Nueva never has access to your bank or card details. All payments are processed securely through Shopify Payments.
Yes. We ship on a Delivered Duty Paid basis, which means all applicable taxes, VAT, and import duties are included in the price shown at checkout. There are no additional charges due on delivery, for any order placed within the UK, the Netherlands, Belgium, or wider Europe.
PERSONAL INFORMATION
Your data is processed in accordance with our Privacy Policy. It is used to process your orders, provide customer support, prevent fraud, and send marketing communications where you have given your consent.
CONTACT & LEGAL INFORMATION
You can reach us by email at info@byalmanueva.com. Our customer service is available Monday to Friday, 10:00 to 17:00. We aim to respond to all enquiries within 24 to 48 hours.
Nexus Sales, a company registered in the Netherlands
KvK: 95060383
Wormerplein 93,
Purmerend, Netherlands
1442CD
(this is not a visit or returns address)
Email: info@byalmanueva.com