Frequently Asked Questions
We offer a 30 minute window where you can amend. After this time, we cannot alter your order.
All product options and customisations are outlined on the relevant product page, so please observe the customization options there. If you do opt for a personalised or made-to-order product, these are exempt from refunds and returns unless faulty.
Technology ay? No worries, simply delete your cookies from your browser settings and restart the browser itself.
If you need any help, just drop us a message and we can walk you through it.
Please check your spam inbox. If it is still not there, please get in contact with Customer Services.
Please check your tracking and ensure that your parcel has not been left with a neighbour or in a safe place. If 7 working days has elapsed and you are still not in receipt, please get in contact.
It's never our intention to send out incomplete orders but human error can occur. Please get in contact within 48 hours and we will rectify the situation immediately.
Not to worry, this is called a pending transaction. Your bank is currently holding the funds which will be released back into your account within a few hours.
If after 24 hours, the funds are still being held; you may need to contact your bank/merchant provider.
In order to start a subscription, you will need to go to the product you and select the relevant subscription cycle: (every 30 or 60 days). Your card will subsequently be charged at the same time every month/2 months for the confirmed amount and the product dispatched accordingly, with tracking.
You can pause or cancel your subscription at any time. There is no minimum contract term or obligation. Once you have initially signed up, you will receive your unique login link, which you are therefore able to manage your subscription(s).
You are more than welcome to have multiple subscriptions but we would advise collating them into one, (when you initially place the order) to save on postage costs. If you opt for subscriptions indiviually there will be multiple postage costs per a cycle.
At present, we are offering 6% off the RRP (recommended retail price) but this can increase due to loyalty and the number of products you purchase.
We accept all major credit and debit cards except American Express. You can use your Google, Amazon or Apple Pay and we also accept Paypal. We also have Clearpay.
We ask customers that use clearpay to utilise responsibly.
We also offer a subscription service on selected products, where you can subscribe and save 6% off the normal retail price. The product will then be sent out to you every 30 or 60 days depending on what you opt for.
Please note that all orders are subject to fradulent checks
We all need a little help from time to time and what can all do our bit to help Pay it Forward is another way of giving back, especially, in this current climate, whereby you can help someone less fortunate than yourself afford the very basics. You can donate as little as 2% of your order total at the checkout and truly help your neighbour.
If you are struggling and need financial assistance to help you with your order, please get in contact with customer services. We will require proof to substantiate any Pay it Forward beneficiary requests.
Yes, we ship all over the world.
As per our Delivery & Returns policy, the price quoted is dependent on weight. These costs will be added at the checkout and are calculated automatically.
Please also beware that any custom and duty fees applicable; will be your responsibility as the customer to pay.
It depends on where you are. Domestic orders (UK) processed will take between 1-5 working days, from the date of dispatch. International orders processed will take 5-14 business days to arrive from dispatch. Delivery details will be provided in your confirmation email.
We currently use Royal Mail/Parcel Force and all orders are tracked and signed for.
Yes we do, for all Domestic (UK) orders over £60.
Our shipping rates are based on weight and are in line with Royal Mail.
All orders use a tracked and signed for service.
Our aim is to ensure our customers love our products, but if you do need to return an order, we’re happy to help. With that said, all products must be unopened, unused and in their original packaging (where applicable) to be considered for a refund.
Providing the item has not been used and adheres to our returns policy, please submit a Returns order request by logging in here
Regardless if you have an account with us or not, please use the email address associated with the order and a code will be sent to you to login.
Your request will be reviewed and it will either be accepted or declined. If declined, this means it did not adhere to our returns policy and an explanation will be given.
If it is accepted you are free to return the product(s). We do not offer free returns unless the product sent was an incorrect item or the product was deemed faulty.
At present we do not offer free returns but we advise using a tracked service to return your unwanted item(s).
Please note naelle will not accept liability for any lost returns.
If you have received an order with faulty, broken or incorrect items, please contact customer services within 48 hours of receipt.
Please take pictures to substantiate your claim. We will therefore cover the cost of the return where applicable or send out a replacement.
Once we have received your return, we aim to process a refund within 48 hours (excluding weekends).
You will receive an email confirmation and normally the refund is reflected on your bank statement within 2-5 working days.
We are open to all marketing, press and media opportunities where applicable. If you'd like to reach out to us, please email firstname.lastname@example.org and a member of the team will revert to you accordingly.
Currently and actively no, but this is something that we are looking into.
We're also happy to hear from people, so please feel free to get in contact.
You can sign up for notifications of when that product will be back in stock. Simply go to the product in question, and click notify me when back in stock.
An email will be sent once restocked.
We are still relatively a new store so we will be slow on our feet to have every product immediately.
However, we are constantly wanting to evolve and ensure that we best facilitate all your needs.
Feel free to drop some brands you think we should be stocking in our suggestion box.
This normally means that there is limited quantity of that stock.
For example if the quantity indicator does not go above 3, there isn't 3 of that specific product available.
Ingredients can be subject to change by the manufacturer with no warning and this has no bearing on us, the seller.
This can also be reflected in smell, texture and colour of a product and its packaging.
Mental health First Aiders
If this relates to you wanting to speak to someone in a more confidential manner (mental health or general wellbeing) you can do so by either using the live chat service or booking in a session with one of our Mental Health First Aiders.
Depending on how you choose to communicate, calls are not recorded.
If you choose to converse via email, then this naturally will be documented. All emails are confidential and will not be shared with any internal or external party unless we are legally required to do so.
We want to ensure that everyone can access this site. If you need an accessibility assistant to view our pages please click here
This can also be found in the side and lower menu navigation.
Colour resolution can differ from screen to screen and various devices therefore, packaging and colours may not be exact.
However, if your item looks completely misdescribed, please get in contact with customer services.
You can add your discount code on the checkout page.
On mobile, this may be hidden, but simply click Show Order Summary on the information tab.
Yes we do but you will need to have an ac.uk email and sign up for an account, with us.
You must be logged in at the time of your order and once at the checkout, you can enter the code NSSTUDENT. This will apply 20% off your entire order provided you have spent a minimum of £10.
There is no limit to the number of times this code can be used, providing the above has been adhered to.
This bell is just our notification pop-up. We try to keep all our customers updated in the most unintrusive and bombarding way possible.
We tend not to send a lot of emails (why add to the copious amount we get already) unless it's completely necessary.