Basma Pointed-Toe Low-Heel Ankle Boots
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Where do you ship, and how much does delivery cost?
We deliver to the destinations enabled in the country selector. Standard shipping is free on all orders with no minimum spend. Your delivery address and available methods are confirmed at checkout.
How long will my order take to arrive?
Orders are normally processed within 1 to 2 business days. After dispatch, standard delivery is estimated at 2 to 5 business days, giving an estimated total of 3 to 7 business days from order to delivery. These are estimates rather than guaranteed dates and can be affected by public holidays, peak periods, remote locations or carrier delays.
What sizing do you use and how do I choose my size?
Clothing size labels reflect your selected country when a conversion is available: AU for Australia, UK for the United Kingdom and US for New Zealand. Other markets display the underlying AU size. View the international size guide and any product-specific measurements before selecting your size. Contact info@naellia.com for general size guidance.
Can I return an item if I change my mind, and who pays for return postage?
Yes. You can request a change of mind return within 30 days of delivery, provided the item is unworn, unwashed and in original condition with all tags and hygiene seals intact. Email us at info@naellia.com first. Once we approve your request we send you return instructions and the authorised return address. For a change of mind return you arrange and pay for the return shipment yourself, and we recommend a tracked service. We do not deduct any restocking, handling or return processing fee from your refund. Approved refunds are issued to your original payment method within 5 business days. If an item is faulty, damaged, incorrect or not as described, we provide a free return method or reimburse your reasonable return costs, and your rights under the applicable mandatory consumer laws are not affected.
Do you offer exchanges?
We do not currently process direct change of mind exchanges. To get a different size, colour or style, please return the item under our returns policy at your own postage cost and place a new order. This keeps the item you want from selling out while your original return is on its way back. Replacements for faulty, damaged, incorrect or not as described items are handled separately.
How do I track my order, or what if it has not arrived?
Once your order is dispatched you receive a dispatch confirmation email with a tracking number or link where available. Tracking can take up to 48 hours to show its first scan. If tracking has not updated for a while, or your parcel has not arrived within the estimated window, email us at info@naellia.com with your name and order number and we will investigate directly with the carrier.