Terms of service
Terms of service
Last updated: 21 October 2026
1. ABOUT NAELLIA
These Terms of Service govern your access to and use of https://naellia.com and purchases made through the website.
Naellia.com (“Naellia”, “we”, “us” or “our”) is the customer-facing online store operated by:
Legal operator and seller: V.O.F. Stefan en Richard
Legal form: Vennootschap onder firma (general partnership)
Netherlands Chamber of Commerce number: 89937503
VAT identification number: NL865158253B01
Registered business address: De Sânnen 17, 9289 HJ Drogeham, The Netherlands
Email: info@naellia.com
Telephone: +31 6 12969905
Naellia is operated from the Netherlands and offers products to customers in countries and regions supported by our online store. We do not represent that Naellia is incorporated or maintains a local office, warehouse, showroom or retail store in a particular country unless this is expressly and accurately stated.
The store is hosted by Shopify. Your purchase contract is with V.O.F. Stefan en Richard, trading online through Naellia, and not with Shopify, a payment provider, a carrier or another service provider.
2. ACCEPTANCE AND LEGAL CAPACITY
By accessing the website, creating an account or placing an order, you agree to these Terms, subject to any mandatory rights that apply to you. Our Shipping Policy and Return and Refund Policy provide additional information about purchases, and our Privacy Policy explains how we process personal information.
You must have legal capacity to enter into a binding contract. A person under 18 may use the website or place an order only with the involvement and consent of a parent or legal guardian.
If you do not accept these Terms, do not use the website or place an order.
Nothing in these Terms requires you to waive a consumer guarantee, statutory right, payment-dispute right or other remedy that cannot lawfully be excluded, restricted or modified.
3. INTERNATIONAL STOREFRONT AND SHOPPING DESTINATIONS
Naellia offers products to customers in the countries and regions enabled for our store through Shopify Markets. Available shopping destinations and shipping options may change over time.
You can select an available shopping destination using the country or region selector where offered. The available products, local currency, payment methods and taxes may vary by destination. Delivery availability is confirmed when you enter your delivery address at checkout.
Prices are presented in the currency associated with your selected market where supported. The currency and final payable amount shown at checkout are authoritative for your order. Selecting a country or currency does not change our registered business location in the Netherlands.
4. PRODUCT INFORMATION
We take reasonable care to present product titles, descriptions, materials, colours, sizes, images, availability and prices accurately.
Actual colours may vary slightly because of photography, lighting, fabric texture, production variation, screen settings and display calibration. This does not limit your rights where a product differs materially from its description, image or sample.
Measurements and sizing information are provided to help you choose. Size labels may be displayed in different regional systems depending on the selected shopping destination, and conversions are indicative unless we expressly identify them as product-specific measurements. The underlying product variant remains the one selected at checkout. Please review the product-specific size guidance before ordering. This does not limit any right arising from inaccurate or misleading information supplied by us.
Only items or components expressly identified as included in the product title, description or product information form part of the purchase. Styling accessories shown in imagery are not included unless clearly stated.
We may correct an error in product information, price or availability, or withdraw a product, before an order is accepted. We will not substitute another product, size, colour or style without your express agreement.
5. PRICES, TAXES, DELIVERY CHARGES AND PAYMENT
Prices are displayed in the currency associated with the selected shopping destination where supported by Shopify Markets, including AUD, NZD or GBP where those markets are enabled. The currency and final total shown at checkout apply to your purchase. Your bank or payment provider may charge its own currency conversion or international transaction fees.
Prices and taxes are displayed in accordance with the rules applicable to the selected market. Any taxes that we collect and any charges payable to us will be shown before you submit your order. Where required by law, prices shown to consumers include applicable taxes.
We offer free standard outbound delivery, with no minimum order value, to destinations currently supported by our checkout. The standard-delivery charge shown at checkout is zero in the applicable checkout currency. Free outbound delivery does not mean that voluntary return postage is free; customer-paid change-of-mind returns are described in the Return and Refund Policy.
Cross-border shipments may be subject to import duties, import taxes or customs-clearance charges. Whether these charges are included, collected at checkout or potentially payable on import depends on the destination and shipping arrangement. We will provide the information and disclosures required by applicable law before purchase. We will not add an undisclosed mandatory charge payable to Naellia after checkout. If you are unsure whether an import charge is included, contact us before ordering.
We accept only the payment methods displayed and available at checkout. Available methods may depend on location, device and payment-provider eligibility.
A payment provider may process the transaction under its own terms and privacy information. The involvement of a payment provider does not change the identity of the seller or reduce our obligations for an order sold by us.
Discount codes, promotional prices and offers may have conditions shown with the promotion. Unless otherwise stated, a discount cannot be combined, applied retrospectively or exchanged for cash.
The amount charged by Naellia will not be increased after you submit the order without your express agreement.
6. PLACING AN ORDER AND CONTRACT FORMATION
When you submit an order, you offer to buy the products in your cart under these Terms and the information displayed at checkout.
An automated order confirmation acknowledges receipt and records the order details. It does not necessarily mean that the order has been accepted.
A binding sales contract is formed when we send a dispatch confirmation or otherwise expressly confirm acceptance.
Payment may be authorised or collected before acceptance. If we decline an order after receiving payment, we will cancel or reverse the payment or refund the amount to the original payment method without unreasonable delay.
Please review the products, variants, quantities, delivery address, contact details, currency and final total before submitting the order.
7. AVAILABILITY, VERIFICATION AND ORDER REFUSAL
All orders are subject to availability and legitimate verification.
Before acceptance, we may decline or cancel an order where:
- a product is unexpectedly unavailable;
- payment cannot be authorised or required information cannot reasonably be verified;
- we cannot deliver to the delivery address;
- there is an obvious pricing, description or technical error;
- the order presents a genuine fraud, abuse or security risk;
- fulfilling the order would be unlawful; or
- a clearly disclosed purchase limit has been exceeded.
We will not use these reasons to avoid an accepted order arbitrarily. Where payment has been received for an order we do not accept, it will be returned without unreasonable delay.
We will not replace an unavailable product with another item without your agreement.
8. ORDER CHANGES AND CANCELLATIONS
Contact info@naellia.com as soon as possible to request an order change or cancellation.
We may be able to change or cancel an order before fulfilment begins, but cannot guarantee this after processing or dispatch has started.
If we successfully cancel an order before dispatch, we will refund the cancelled amount to the original payment method.
Once an order has been dispatched, it must normally be handled through the Return and Refund Policy after delivery. This does not prevent you from exercising a legally available right to cancel or withdraw from a distance contract.
Nothing in this section limits a cancellation or refund right arising from non-supply, unreasonable delay, a product problem or applicable law.
9. SHIPPING AND DELIVERY
Complete delivery terms are set out in our Shipping Policy:
https://naellia.com/policies/shipping-policy
The current standard delivery summary is:
- destination: countries and regions for which delivery is available at checkout;
- standard delivery cost: free, with no minimum order value;
- normal processing time: 1 to 2 business days;
- estimated carrier transit time: 2 to 5 business days; and
- estimated total delivery time: 3 to 7 business days.
Business days are Monday to Friday, excluding public holidays that affect fulfilment or delivery. The times above are estimates and are the same standard estimates used across our available shipping destinations, unless a different delivery estimate is expressly shown before purchase.
Delivery estimates are not guaranteed dates unless we expressly agree to a guaranteed date before purchase. Delays may result from peak periods, public holidays, severe weather, carrier disruption, remote locations, address problems, customs or border inspections, or other circumstances outside our reasonable control. This does not limit any applicable statutory delivery deadline or remedy for late or failed delivery.
Where tracking is available, it will be provided after dispatch. Items from one order may be sent in separate parcels without an additional standard shipping fee.
You are responsible for providing complete and accurate delivery information. Reasonable and actual carrier costs caused solely by a materially incorrect address, unjustified refusal or failure to collect may apply where permitted by law and where disclosed as required. No such cost applies where the problem was caused by us, our carrier or circumstances in which charging it would be unlawful.
Risk of loss or damage remains with us until the order is physically delivered to you or a person authorised by you, unless mandatory law provides stronger protection. Where you independently appoint a carrier that we did not offer, risk may pass when the order is handed to that carrier, to the extent permitted by law.
10. RETURNS, REFUNDS AND EXCHANGES
Complete terms are set out in our Return and Refund Policy:
https://naellia.com/policies/refund-policy
Our additional voluntary change-of-mind return summary is:
- request an eligible change-of-mind return within 30 calendar days after recorded delivery;
- contact Naellia for return instructions and the authorised return address;
- arrange and pay for voluntary return postage yourself, preferably using a tracked service;
- for a voluntary return, hand the parcel to a carrier within 14 calendar days after receiving our instructions;
- pay no restocking, handling or return-processing fee for an eligible approved return;
- allow up to 5 business days for normal inspection after the return reaches the authorised return address; and
- once a voluntary refund is approved, we normally issue it to the original payment method within 5 business days.
A bank, card issuer or payment provider may then need an additional 5 to 10 business days to display the refund. These voluntary-policy timings do not extend or override a shorter statutory refund deadline.
Return postage for a voluntary change-of-mind return, including a sizing or fit return, is the customer's responsibility where permitted by law and disclosed before purchase. For such voluntary returns, the item normally remains the customer's responsibility until it reaches the authorised return address, subject to applicable law.
Customers in the European Union and the United Kingdom generally have a statutory right to withdraw from an eligible online purchase within 14 days after receiving the goods, without giving a reason, subject to lawful exceptions. A customer exercising this right must generally return the goods within 14 days of communicating withdrawal. We will provide the refund, including any refundable original standard-delivery charges, within the statutory period; where permitted, we may wait until we have received the goods back or evidence of their return. Customers may notify us of statutory withdrawal by any clear statement sent to info@naellia.com; our return-authorisation process does not invalidate a timely statutory notice.
Where an item is faulty, unsafe, damaged, incorrect or materially misdescribed, we provide a free return method or reimburse reasonable return costs as required by applicable law. The customer-paid voluntary return rule does not apply to that situation.
We do not currently process direct change-of-mind exchanges. To obtain a different size, colour or product, you may return an eligible item through the applicable returns process and place a new order. This does not restrict a statutory right to replacement or another legal remedy.
Voluntary return conditions, exclusions and any “Final Sale” designation do not remove statutory withdrawal rights where they apply or mandatory rights relating to non-conforming goods. Any statutory exceptions for customised goods or certain unsealed hygiene-sensitive items apply only to the extent permitted by law.
11. MANDATORY CONSUMER RIGHTS BY MARKET
We provide our voluntary returns policy in addition to, and not instead of, mandatory consumer protections that apply to your purchase. Consumer rights vary by country. These Terms must not be interpreted to waive rights that cannot legally be excluded.
Australia: where the Australian Consumer Law applies, goods come with non-excludable consumer guarantees, including acceptable quality, safety, fitness for purpose and conformity with description. Depending on whether a failure is major or minor and on the circumstances, available remedies may include repair, replacement or refund.
New Zealand: where the Consumer Guarantees Act and other applicable consumer laws apply, goods must meet relevant guarantees such as acceptable quality, fitness for purpose, matching their description and delivery within the required or a reasonable time. Appropriate remedies may include repair, replacement or refund.
European Union: consumers generally have statutory rights concerning goods that do not conform to the contract, together with a 14-day right of withdrawal for eligible distance purchases. National rules may provide further protections. We will provide remedies, including repair, replacement, price reduction or refund, as required by the applicable law and circumstances.
United Kingdom: applicable consumer legislation provides rights for goods that are faulty, not as described or otherwise do not meet legal standards, as well as a general 14-day cancellation right for eligible distance purchases. Available remedies and deadlines depend on the circumstances and the applicable legislation.
Other countries and regions: any mandatory consumer protection, cancellation right, product guarantee or legal remedy applicable to an order remains in force, even if it differs from the voluntary Naellia policy.
A “Final Sale” statement, voluntary 30-day return period, hygiene condition, original-condition requirement, return-postage provision or other store policy will not exclude a mandatory legal right. Where a statutory exception applies, such as for genuinely personalised goods or certain unsealed hygiene-sensitive products, it will be applied only as permitted by law.
12. CUSTOMER ACCOUNTS
Where account functionality is available, you are responsible for providing accurate information and keeping login credentials confidential.
Notify us promptly if you reasonably believe an account has been accessed without authorisation.
We may suspend or restrict an account where reasonably necessary to protect customers, the website or payment systems from fraud, abuse or security threats. We will not use an account restriction to avoid an accepted order or a valid consumer claim.
Guest checkout may be available. The checkout options shown at the time of purchase apply.
13. GIFT CARDS AND PROMOTIONS
Gift cards, promotional offers, discount codes and competitions may be subject to additional conditions clearly presented before use or participation.
Where a gift card is offered, any expiry, usage limitation or fee must comply with applicable law and be disclosed before purchase.
Unless expressly stated otherwise:
- a promotional code cannot be combined with another code;
- a discount cannot be applied retrospectively;
- a promotion has no cash value; and
- availability remains subject to stock.
Promotional terms do not remove statutory consumer rights.
14. WEBSITE USE AND INTELLECTUAL PROPERTY
The website and its original text, layout, branding, graphics, photographs, videos and other content are owned by or licensed to Naellia and are protected by applicable intellectual-property law.
You may use the website for personal, lawful shopping and information purposes. You must not, without permission:
- copy, reproduce or commercially exploit protected website content;
- interfere with the operation or security of the website;
- introduce malware or harmful code;
- attempt unauthorised access to an account, system or data;
- use automated tools in a way that places an unreasonable burden on the website;
- submit unlawful, deceptive, defamatory or infringing content; or
- use the website for fraudulent activity.
Nothing in these Terms prevents a use permitted by mandatory law.
Where you submit a review, photograph or other content, you confirm that you have the right to submit it and that it is not unlawful or misleading. You permit us to display and reasonably moderate that content in connection with the store. You retain ownership of your original content.
15. THIRD-PARTY SERVICES AND LINKS
The website may use or link to services provided by Shopify, payment providers, carriers, analytics providers, social platforms or other third parties.
A third party may apply its own terms and privacy notice to its service. We are not responsible for independent third-party content or conduct that we do not control.
This section does not reduce our responsibility for an order sold by us, a service provider acting on our behalf, or any liability that applicable law places on us.
16. PRIVACY
Our collection and use of personal information are described in the Privacy Policy:
https://naellia.com/policies/privacy-policy
Do not send a full payment-card number, security code, online-banking password, account password or authentication code by email, telephone, live chat or contact form.
17. WEBSITE AVAILABILITY AND ERRORS
We take reasonable steps to keep the website available, accurate and secure, but uninterrupted or error-free access cannot be guaranteed.
Access may be temporarily restricted for maintenance, security, technical problems or circumstances outside our reasonable control.
We may correct website errors. A correction affecting an order already placed will be handled fairly under the order-acceptance provisions and applicable law. We will not substitute an item or increase an accepted price without your agreement.
18. LIABILITY
We are responsible for loss or damage that is a reasonably foreseeable result of our breach of these Terms or failure to use reasonable care and skill.
To the extent permitted by law, we are not responsible for loss caused by:
- misuse of a product or failure to follow care or safety instructions;
- materially inaccurate information supplied by you;
- unauthorised account use that was not caused by our failure to use reasonable security measures; or
- an event outside our reasonable control, except where applicable law places responsibility on us.
To the maximum extent permitted by law, we are not liable for losses that were not reasonably foreseeable when the contract was formed or for business losses arising from a purchase made wholly for personal or household use.
Nothing in these Terms excludes or limits liability for fraud, deliberate misconduct, death or personal injury caused by negligence, a consumer guarantee, a statutory right or another liability that cannot lawfully be excluded or limited.
19. EVENTS OUTSIDE REASONABLE CONTROL
An event outside reasonable control may include severe weather, natural disaster, transport-network disruption, industrial action, government action, public-health emergency, telecommunications outage or another event that could not reasonably be prevented.
We will take reasonable steps to reduce disruption and keep affected customers informed. This section does not remove a right to cancel or receive another remedy where an order cannot be supplied within an agreed or reasonable time.
20. CHANGES TO THESE TERMS
We may update these Terms to reflect changes to the store, services or legal obligations.
The version presented when you place an order applies to that order. A material change will not be applied retrospectively to an accepted order unless required by law or expressly agreed with you.
The latest version will be published with a revised “Last updated” date.
21. SEVERABILITY AND NO WAIVER
If part of these Terms is found invalid or unenforceable, the remaining provisions continue to apply to the extent legally possible.
A delay in enforcing a right does not waive that right.
22. GOVERNING LAW AND DISPUTES
These Terms and purchases made through the website are governed by the laws of the Netherlands, subject to the mandatory consumer protection and jurisdiction rules that apply to customers in other countries.
This choice of law does not deprive you of non-excludable consumer rights that would otherwise apply under the law of your country of habitual residence, where the relevant conflict-of-laws rules provide that protection. It does not exclude rights under the Australian Consumer Law, the New Zealand Consumer Guarantees Act, applicable European Union and national consumer laws, or United Kingdom consumer law where those laws apply.
We encourage customers to contact us first so that we can investigate and attempt to resolve a concern. Nothing in these Terms prevents you from contacting a payment provider, consumer-protection authority, court or tribunal, bringing a claim in a court that has jurisdiction under applicable law, or exercising a chargeback or another right where available.
23. CONTACT AND COMPLAINTS
Questions, complaints and notices may be sent to:
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
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
This address is not automatically the authorised return destination. Request return instructions before sending an item.