Shipping policy
Shipping policy
Last updated: 21 October 2026
1. ABOUT THIS POLICY
This Shipping Policy applies to orders placed through https://naellia.com.
Naellia.com is operated by V.O.F. Stefan en Richard, a general partnership established in the Netherlands and registered with the Netherlands Chamber of Commerce under number 89937503.
In this policy, “business days” means Monday to Friday, excluding public holidays that affect order processing or delivery at the fulfilment origin or delivery destination. The shipping countries and regions available to you are determined by the delivery options offered at checkout.
2. SHIPPING SUMMARY
Destination:
Countries and regions where delivery is available through our checkout
Delivery method:
Standard delivery
Shipping cost:
Free, with no minimum order value
Normal order processing:
1 to 2 business days
Estimated carrier transit:
2 to 5 business days after dispatch
Estimated total delivery time:
3 to 7 business days from order placement
The total estimate combines normal processing time and estimated carrier transit time.
Free standard shipping applies to the outbound delivery of eligible orders to all destinations we serve, with no minimum order value. It does not include any separate import duties, import taxes or customs charges that may apply under section 15. Return postage for a voluntary change-of-mind return is paid by the customer under our Return and Refund Policy, except where applicable law requires otherwise.
3. SHIPPING DESTINATIONS
We ship to countries and regions for which we offer delivery through our online checkout. The destinations available for an order depend on our current shipping configuration and the delivery address entered at checkout. The selection of a country or currency in the storefront does not by itself guarantee that we can deliver to every address in that country.
Deliverability is confirmed during checkout. If we cannot deliver to an address, checkout may prevent the order from being completed.
If we discover after an order has been placed that we cannot deliver to the address provided, we will contact you promptly. If no suitable alternative can be agreed, we will cancel the affected order or item and provide a full refund to the original payment method.
We may add, change or remove delivery destinations as our services develop. Where a country, region or address is not supported, no available shipping method may be offered at checkout. You can contact info@naellia.com before ordering if you are unsure whether we deliver to your location.
4. FREE STANDARD DELIVERY
Standard delivery is free for orders to all destinations that we currently serve. No minimum order value is required.
For an eligible standard-delivery order, the standard shipping charge at checkout is zero in the currency displayed for your selected market. Prices and any applicable taxes are displayed in accordance with the currency and tax settings used at checkout. Any import duties, import taxes or customs-related charges are addressed separately in section 15.
We do not add an undisclosed mandatory shipping, handling or fulfilment charge imposed by Naellia after an order has been submitted. Free delivery does not necessarily mean that a shipment is exempt from import duties, import taxes or charges collected by authorities or carriers, as explained in section 15.
5. ORDER PROCESSING
Orders are normally processed within 1 to 2 business days after payment has been authorised and the order can enter fulfilment.
An order placed on a weekend or relevant public holiday begins processing on the next applicable business day.
Processing may include payment verification, fraud screening, preparing and packing the order, and handing the parcel to the carrier.
We will send a dispatch confirmation after the parcel has been handed to the carrier.
If an item becomes unavailable before dispatch, we will contact you promptly. We will not substitute another product without your agreement. Where the affected order or item cannot be supplied, we will refund it to the original payment method without unreasonable delay.
6. ESTIMATED DELIVERY TIME
After dispatch, standard carrier transit is estimated at 2 to 5 business days for destinations we serve.
The estimated total period from order placement to delivery is therefore 3 to 7 business days:
- 1 to 2 business days for order processing; plus
- 2 to 5 business days for carrier transit.
These periods are the standard estimates across our shipping destinations, not guaranteed delivery dates, unless we expressly agree to a guaranteed date before purchase. Cross-border clearance and local delivery conditions can affect the actual arrival date.
Delivery may take longer because of:
- public holidays or peak shopping periods;
- severe weather, natural disasters or safety disruptions;
- carrier-network delays;
- remote or difficult-to-access delivery locations;
- incorrect or incomplete address information;
- customs or government inspections where applicable to the fulfilment route; or
- another event outside our reasonable control.
We will take reasonable steps to keep you informed if we become aware of a material delay.
Where an order cannot be supplied within an agreed period, or within a reasonable period where no specific time was agreed, we will provide the remedy required by applicable law. Depending on the circumstances, this may include cancellation, replacement or refund.
7. CARRIERS AND TRACKING
We use established carriers and local delivery partners. The carrier may vary according to the delivery address, parcel size, stock location and fulfilment route.
The carrier or tracking service will normally be identified in the dispatch confirmation. We do not guarantee a specific carrier unless it was expressly stated before purchase.
Where tracking is available, the dispatch confirmation will contain a tracking number or link.
The first carrier scan may take up to 48 hours after dispatch to appear. Contact info@naellia.com if tracking has not shown meaningful progress for an extended period or the parcel has not arrived within the estimated delivery window.
8. SPLIT SHIPMENTS
Items in one order may occasionally be dispatched in more than one parcel.
Where an order is split:
- no additional shipping fee is charged; and
- separate tracking details may be issued for each parcel.
9. DELIVERY ADDRESS
You are responsible for supplying a complete and accurate recipient name, street and building or apartment details where applicable, city or town, state, province or region where required, postal or ZIP code, country and contact information at checkout.
Review these details carefully before submitting the order.
If you notice an error, contact info@naellia.com immediately. We may be able to amend the address before dispatch, but cannot guarantee a change after fulfilment has started or the parcel has been handed to the carrier.
To the extent permitted by applicable law, we are not responsible for a failed delivery caused solely by materially incorrect or incomplete address information supplied by you. We remain responsible for errors made by Naellia or a carrier acting on our behalf.
Where a parcel is returned solely because the address was materially incorrect or incomplete, delivery was refused without a valid product-related reason, or the parcel was not collected, reasonable and actual carrier costs for return or redelivery may apply where permitted by law.
Any amount will be limited to the actual reasonable cost caused by the failed delivery. No such amount will apply where the problem was caused by us, our carrier, a faulty or incorrect product, or circumstances in which charging it would be unlawful.
10. AUTHORITY TO LEAVE AND DELIVERY INSTRUCTIONS
A carrier may follow safe-place, authority-to-leave or other delivery instructions that you provide directly to that carrier or select through its service.
Choose delivery preferences carefully and nominate a location that is reasonably secure.
Nothing in this section removes a non-excludable consumer right or our responsibility where a parcel was not delivered in accordance with authorised instructions.
11. MISSED OR UNCLAIMED DELIVERIES
Where a delivery attempt is unsuccessful, follow the carrier’s tracking information or collection instructions.
Contact us if you need assistance. Failing to collect a parcel or refusing delivery is not a substitute for requesting an authorised return under the Return and Refund Policy.
12. LOST, MISSING OR UNDELIVERED ORDERS
Contact info@naellia.com if:
- the parcel has not arrived within the estimated delivery period;
- tracking has shown no meaningful movement for an extended period;
- tracking says delivered but you have not received the parcel; or
- only part of the order arrived.
Include your full name, order number and relevant tracking details.
We will investigate the matter with the carrier. We will not require you to resolve a delivery failure solely with the carrier.
If an order is confirmed lost, cannot be supplied or was not delivered within an agreed or reasonable period, we will provide the remedy required by applicable law. Depending on the circumstances, this may include replacement or refund.
13. DAMAGED PARCELS OR ITEMS
If a parcel or item arrives damaged, contact info@naellia.com as soon as reasonably possible.
Where reasonably available, include:
- your order number;
- a description of the damage;
- clear photographs of the item and packaging; and
- a photograph of the shipping label.
Photographs help us assess and investigate the issue but do not remove or limit a legal right.
Do not send the item back or pay return postage before receiving instructions. Where a return is required for a damaged, faulty, incorrect or not-as-described item, we will provide a free tracked return label or another appropriate free return method in accordance with the Return and Refund Policy and applicable law. The customer-paid return postage rule applies only to voluntary change-of-mind returns.
14. RISK DURING DELIVERY
Risk of loss or damage remains with Naellia until the order is physically delivered to you or a person authorised by you to receive it.
If you independently arrange a carrier that was not offered by us, risk may pass when the order is handed to that carrier, to the extent permitted by law.
For a voluntary change-of-mind return that you send back yourself, the item remains your responsibility until it is delivered to the authorised return address.
15. TAXES, DUTIES AND OTHER CHARGES
Standard outbound shipping is free for destinations we serve. Product prices, the transaction currency and any taxes or other charges that Naellia collects in connection with an order will be displayed or included in the total before you place the order.
For international shipments, customs authorities or delivery carriers may assess import duties, import VAT, GST, sales tax, customs-clearance or similar charges according to the delivery country, the items ordered and the applicable import rules. These charges are separate from our free standard shipping offer.
Depending on the destination and the delivery terms applicable to your order, import charges may be collected by Naellia at checkout or separately by the relevant authority or carrier before or upon delivery. Where charges are not collected by us, they may be payable by the recipient. We will provide information about such additional charges before purchase as required by applicable law, including where the exact amount cannot reasonably be calculated in advance.
If your checkout indicates that applicable duties or import taxes are collected by Naellia, contact info@naellia.com with your order details if you are subsequently asked to pay the same charges again. We will investigate the issue and any applicable refund or reimbursement entitlement.
Naellia does not impose additional undisclosed mandatory charges of its own after checkout. Nothing in this section reduces any mandatory right to clear pre-contract pricing information, an agreed total price or a legal remedy.
16. CONSUMER RIGHTS BY DESTINATION
Depending on where you live and the law applicable to your purchase, you may have mandatory consumer rights relating to delivery, product conformity, refunds and remedies. This may include protections under the Australian Consumer Law, the New Zealand Consumer Guarantees Act, applicable United Kingdom consumer legislation and the consumer-protection laws of European Union member states, where relevant.
Delivery estimates, address and return procedures, and other conditions in this Shipping Policy do not exclude, restrict or modify a consumer guarantee, statutory delivery right or other remedy that cannot lawfully be excluded, restricted or modified. Where a mandatory rule gives you greater protection than this policy, that rule prevails.
17. POLICY CHANGES
We may update this policy when our delivery services, fulfilment arrangements or legal obligations change.
The shipping terms shown when an order is placed apply to that order. A material change will not be applied retrospectively to an accepted order unless required by law or agreed with you.
The latest version will be published with a revised “Last updated” date.
18. CONTACT
Naellia customer care
Naellia.com
Operated by V.O.F. Stefan en Richard
Netherlands Chamber of Commerce number: 89937503
VAT identification number: NL865158253B01
Email: info@naellia.com
Telephone: +31 6 12969905
Contact form: https://naellia.com/pages/help
Track order: Use the tracking link provided in your dispatch confirmation, where available
Customer service hours:
Monday to Friday, 08:00 to 17:00 Netherlands time (CET/CEST)
Response target:
Within 1 to 2 business days
Registered business and correspondence address:
De Sânnen 17
9289 HJ Drogeham
The Netherlands
The registered address is not automatically an authorised return destination. Request return instructions before sending an item.