Frequently Asked Questions

Q:  "Why are items from the Head Gear, Skin and Hair Care Departments non-refundable?"
A:  In order to provide our customers with clean, sanitary, unused, unworn merchandise, we don't accept returns on items from these departments. Please be sure of your purchase prior to completing your order.

Q:  "How long before my order ships?"
A:  Current Turnaround Time before an order will ship: minimum of 3 business days (please start counting from the next business day after an order is placed).  Once we receive notification that an order has been placed, it takes approximately 1-4 business days to package your order.  In some cases, we may be temporarily out-of-stock on an item (even if this is not denoted on the site), so please allow 2 weeks from the turnaround date for delivery on all orders.  If you need rush delivery, please phone in your order to check availability.

Q:  "Why does my credit card keep declining?"
A:  Most credit cards decline due to an address verification error. If you've moved recently and have failed to notify your credit card company, for security purposes, our system will issue an automatic decline.

When placing your order, be sure that you enter the correct billing address (the address that appears on your credit card statement). If you experience further problems, please call our toll-free number to place your order.  

Q:  "What Does 'One Size Fits Most' Mean?"
A:  Aside from the Kufis, all of our products will fit customers with mature, shoulder-length and longer dreadlocks.  

Q:  "What is Chenille?"
A:  Derived from the French for "caterpillar." A fabric made of special yarns with pile protruding on all sides. Uses: Upholstery, throws, reversible bath mats, bedspreads, floor coverings, draperies, jackets, fringes and tassels.  

Q:  "What's a Baby Doll T-Shirt?"
A:  A baby doll t-shirt is tapered at the sides to give a more "fitted" look.  

Q:  "What are your corresponding Women's Baby Doll T-Shirt Sizes?"
A:  Medium fits sizes 4-8
Large fits sizes 8-12
Extra Large fits sizes 12-16  

Q:  "Why is their an additional charge for larger sizes?"
A:  As larger sizes require more fabric, there's an additional charge for ordering sizes XXL and above. XXL orders are an additional $2.00, XXXL $3.00. For those requiring sizes 4X to 5X, we do have some available. Please email us at (click here) with the product code and description to check availability.  

Q:  "What is the difference between JUANITA and your other shampoo varieties?"
A:  JUANITA is a no sulfate, no dea, no color shampoo. All others are castille based and are fortified with essential oils. Although equally effective, sulfates are considered by some to be harsh and drying. Most over the counter products use lauryl sulfates which although cheap for the manufacturer, are not really good for your hair.

JUANITA features a unique blend of ingredients that are derived from natural sources. It is effective in removing all environmental impurities and all styling product build up. This shampoo delivers a gentle lather to cleanse both hair and scalp leaving hair incredible soft and easy to manage. Beneficial for all hair types especially those with sensitivity to chemical ingredients.The castille based, essential oil variety shampoos differ in aroma. The main ingredient in castille's is saponified coconut oil because it generates high-lather and is effective at cleansing even in hard water. Unlike castille concentrates, our formulation is made specifically for use as a shampoo and is great for hair and scalp.  

Q:  "Are castile's good for your hair?"
A:  In the past, many of our customers purchased a castille concentrate. These products have a number of uses: laundry detergent, tub and tile cleaner, bath soap... Although such products can be used as a shampoo, many people used them undiluted or when adding water, did so with the incorrect ratio. As a result, the product would leave a film. We've developed a castille variety that is safe to use on all hair types, will not leave a film and rinses clean. When used properly, castilles are a gentle, yet effective way to clean hair and promote healthy hair growth.  

Q:  "Which Shampoo is best?"
A:  All of our shampoos are effective at cleansing ALL hair types and promoting healthy hair growth. Whether you go with a natural source such as JUANITA or our essential oil varieties, you're sure to fall in love with your product choice. Each shampoo variety features a description which will better help you determine the aroma/fragrance associated with the essential or fragrance oil blend. So primarily your choice will be determined by your overrall aroma preference as we consider all to be the "best."  

Q:  "Do you ship internationally?"
A:  Yes, we ship worldwide. International orders please allow 1-2 weeks for delivery.  

Q:  "What about T-Shirt returns/exchanges?"
A:  Requests for exchanges or returns may be submitted via email (Returns@ naani.com) within 15 days of package receipt. A Returned Merchadise Authorization (RMA) is Required for all exchanges/returns. Items returned without an RMA are subject to a 25% restocking fee or will be returned to sender and no refund will be issued.

Shipping & Handling Fees are Non-Refundable.

We want to make this process as easy as possible so please email us for an RMA and to obtain detailed information on how to properly return a package. 

Customer is responsible for all return and exchange shipping fees.  For exchanges, a fee no less than $3.85 is requried to pay the shipping cost of your new item(s). This charge can be paid via credit card, money order or cashier’s check.

In returning or exchanging items it's best to purchase delivery confirmation and/or insurance at your expense.  Doing so enables you to confirm we have received the package naani is not held responsible for any items lost or damaged by the mail carrier during the return process.

Q:  "What if the product arrives damaged?"
A:  When you receive your package(s), inspect them for damage. If the package appears to have been mishandled, and your merchandise is damaged, file a claim with the shipper (UPS or Postal Service) immediately also contact our customer service department we will help to get the issue resolved quickly. If you receive damage goods in undamaged packaging, we will take care of the problem. In either case, let us know immediately so that we can help resolve the situation.  

Q:  "Is your site secure?"
A:  Yes. Online order information is encrypted and sent via SSL secure transmission, the latest and most secure technology available.  Our site is guaranteed Hacker Safe and is audited daily by an independent firm to assure you of naani.com's safety.

Q:  "Why don't the pictures look as good using America Online?"
A:  AOL, to improve download time, does not send the full picture image. You can improve things somewhat by changing your AOL WWW Preferences to "Uncompressed Images". For best results use Internet Explorer or Netscape as your Browser Software (which can be used with AOL).