DELIVERY, RETURNS & UPDATES

  *This does not include remote areas, these areas are subject to additional delivery fees

Orders are processed Monday - Friday (excluding Bank Holidays) and thus any orders placed on the weekend, will be processed the next working day.

Delivery timeframes are from the date of dispatch and not from when the order is placed. Orders placed after 3:30pm (Mon - Fri) are processed the following working day. With exceptionally busy periods, this timeframe can be extended and as mentioned, please allow 1-3 days on top of the expected delivery timeframe.

Delivery timeframes are also calculated per working day and thus weekends are excluded.

Domestic (UK) deliveries are tracked and will need to be signed for. Due to current delays with Royal Mail, these orders can take up to 5 working days.

International deliveries are also tracked and can take between 5-14 working days dependent on region/country.

Please note that for international orders, should a customs duty or tax fee be applicable, it is the responsibility of the customer to ensure that any relevant fees are cleared and paid for. Naelle LTD takes no responsibility and thus is not liable for any additional fees that may incur as a result of you receiving your order.

Should your order be returned to Naelle due to an incomplete address or failure to collect from a post office/depot, you will be contacted and asked to confirm redelivery. Failure to respond before the mentioned deadline will result in a refund being processed, minus the initial delivery charge.

A discretionary additional charge may apply for re-delivery.

All returns must be postmarked within fourteen (14) days of the purchase date. All returned items must be in new and unused condition, with all original tags and labels attached.

To return an item, you will need to obtain a Return Merchandise Authorization (RMA) number. Please use the following link below, to login with your email and order number. 

Return My Order 

Fill out the relevant sections and submit. This will raise a RMA request which will be reviewed by our customer services team. Your request with either by accepted or rejected and you will be notified accordingly regardless of outcome.

After receiving a RMA number, place the item in secure packaging along with  the returns form ( which will subsequently be provided) and mail your return to the following address:

Failure to request a RMA number and or include your returns form, will result in a delay in processing your refund.

At this time, we are unable to provide free returns. We strongly recommend that you use a trackable method to mail your return.

Naelle will not accept liability for any returns lost in the post.

If your Item is deemed faulty, naelle will cover any additional costs incurred as a result to either return or dispatch a replacement.

Please refer to the Exceptions/Faulty section below further further information.

 After receiving your return and inspecting the condition of your item(s), we will process your return or exchange.

Once we have received your return, please allow at least five (5) working days to process your return or exchange. Refunds may take 2-5 working days  to appear on your credit card statement, depending on your credit card company or bank.

We will notify you by email when your return has been processed.

For defective, damaged, or incorrect products received, please contact customer service with 48 hours of receipt, so that we can arrange for your return or have another product sent out.

Please provide photographic evidence to substantiate your faulty/ incorrect item claim. This is also to aid us with applying for compensation via the courier if your item arrives damaged.

For incorrect items received, we will provide you with a returns label.

Should you wish to return on your own accord, we ask that you return the items and use a tracked service (2nd Class Tracked).

Please keep the returns receipt as proof so that we may reimburse you for any costs incurred. The cost is capped at £7.00 for products/orders under 5kg.

We will not reimburse above this amount unless the weight is over 5kg

Products/orders over 5kg will be evaluated on a case by case basis and calculated accordingly.

Please Note   

Sale and Clearance items are FINAL SALE and cannot be returned or refunded unless faulty or incorrectly dispatched.     

If you have any questions concerning our return policy, please contact us at: 

hello@naellestudio.com