Shipping Policy

1. Where we deliver

We deliver to the United Kingdom, the United States, Canada, Australia and most European countries. If the checkout accepts your address, we deliver there.

We deliver to home and work addresses. Some carriers can't deliver to PO boxes, parcel lockers or military addresses. If that's a problem for your order, we email you before dispatch.

2. When your order is dispatched

Orders are prepared and dispatched within 1 to 2 working days. Working days are Monday to Friday, excluding public holidays. An order placed on a Friday evening or at the weekend is prepared from Monday.

Within minutes of ordering, you receive a confirmation email from Nuvaneo with your order number. When your parcel leaves, you receive a second email with your tracking number and a link to follow it.

During very busy periods, for example the weeks before Christmas, preparation can take 1 extra working day. If it ever takes longer than that, we email you, and you can cancel for a full refund.

3. Delivery times

Counted in working days from the day your parcel is dispatched:

These times are estimates. Carriers deliver most parcels within them, but bad weather, customs checks, strikes and peak periods can add a few days. The estimate for your own parcel is in your shipping email.

If your parcel hasn't arrived by the end of the time shown above, check the tracking first, then contact us (section 8).

4. Delivery charges, taxes and duties

The delivery charge for your order is shown at checkout before you pay, and again in your confirmation email. There are no hidden charges.

The total you pay at checkout includes the taxes and import duties that apply to your order, so there is nothing more to pay when the parcel arrives. If a carrier ever gives you an official notice asking for a payment, send us a photo of it before paying anything and we'll sort it out with them.

5. Tracking your parcel

Your shipping email contains your tracking number and a link. You can also follow your parcel at any time on our Track my order page, with your order number and the email you ordered with.

• Tracking can take 2 to 3 days to show its first movement, and it can stay on the same status for a few days between 2 scans. That's normal.
• For the last part of the journey, your parcel is handed to a local carrier or to your national postal service, which sometimes gives it a new tracking number. Both numbers belong to the same parcel.
• If you ordered several items, they can arrive in separate parcels, each with its own tracking number.

6. Changing your address or cancelling

Please check the delivery address in your confirmation email as soon as you receive it. If something is wrong, contact us straight away with your order number and the correct address.

We can change the address or cancel the order free of charge at any time before dispatch. Once the parcel has left, we do our best with the carrier, but a change is not always possible.

If a parcel can't be delivered because the address given at checkout was wrong or incomplete, it comes back to us. We then contact you to arrange a new delivery or a refund.

7. If you're not at home

Depending on the carrier, the driver leaves the parcel in a safe place or with a neighbour, tries again on the next working day, or leaves a card telling you where to collect it. Parcels that aren't collected are returned to us after about 2 weeks. If that happens, contact us and we arrange a new delivery or a refund.

8. Late, lost or damaged parcels

Late

If your parcel hasn't arrived by the end of the delivery time for your country, contact us with your order number. We check with the carrier and tell you where it is within 1 working day.

Lost

If tracking shows no movement for 10 working days, or if the carrier confirms that the parcel is lost, we send a replacement free of charge or refund you in full.

Marked as delivered, but not received

First check your safe place, your letterbox for a carrier's card, and with neighbours or anyone else at your address. If the parcel still hasn't turned up the next working day, contact us as soon as you can, ideally within 7 days, because carriers only investigate recent deliveries. We ask the carrier for the delivery proof and, if the parcel can't be found, we replace it or refund you.

Damaged

If your parcel or your product arrives damaged, send us a photo of the product and of the packaging, ideally within 7 days of delivery. We send a replacement free of charge or refund you in full. You don't need to send the damaged product back unless we ask, and if we do, we pay for it.

9. Contact us

Write to contact@nuvaneo.com or use our contact page, with your order number. A member of the team answers within 1 working day, Monday to Friday.

Nuvaneo is operated by Vyntro Limited. Company details are in our Terms and Conditions.