Last updated: 31st, October 2022

Royal Mail has advised of further strike dates, please bear these dates in mind when completing your order as there will be delays.
Thursday 13 October 2022
Thursday 20 October 2022
Tuesday 25 October 2022
Wednesday 2 November 2022
Thursday 3 November 2022

Friday 4 November 2022

Tuesday 8 November 2022

Wednesday 9 November 2022

Thursday 24 November 2022

Friday 25 November 2022
Monday 28 November 2022
Friday 9 December 2022
Sunday 11 December 2022
Wednesday 14 December 2022
 Friday 15th December 2022
Friday 23 December 2022

You can read more here on the latest strike action

If you have any queries regarding this, please contact customer services:
hello@naellestudio.com
 
 DELIVERY

Our delivery charges are based on weight as outlined below and can take 1-4 working days for Domestic (UK) orders and 5-14 working days internationally:
Weight/Region  Domestic (UK) International (Rest of the World)
0g- 2kg £3.99 £10.00
2 - 5kg £7.99 £13.99
5 - 10kg £9.99 £16.99
10 -20kg £15.00 £18.99

 

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. 

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.

RETURNS

 

We hope you are happy with your item(s). However, if you are not completely satisfied with your order for any reason, you may return it to us for a refund, store credit, or an exchange.

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.

 RETURN PROCESS

 

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:

Naelle LTD
Attn: Returns Department
RMA #
Bushey Country Club
High Street
Bushey
WD23 1TT

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.

 REFUNDS

 

 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.

 EXCEPTIONS & FAULTY ITEMS

 

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 £6.00 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.     

 FURTHER QUESTIONS?

 

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

hello@naellestudio.com