We offer a 30 minute window where you can amend. After this time, we cannot alter your order.
It depends on the creator and the product. All options are outlined on the product page, so look out for customization options there. If you do opt for a personalised product, these are exempt for 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 on live chat 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.
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 and truly help your neighbour.
Alternatively, you can add as little as 2% of your order as a tip at the checkout.
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 subtantiate any Pay it Forward beneficary 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) are processed will take between 1-5 working days, from the date of dispatch. International orders processed will take 5-14 business days to arrive. Delivery details will be provided in your confirmation email. Due to Covid-19 they are delays so please bear that in mind.
We currently use Royal Mail and all orders are tracked and signed for.
Yes we do, for all Domestic orders over £60.
We aim to provide all your tracking references via email and this will be sent, once your order has been dispatched. You can track via the Royal Mail website or alternatively use our Track My Order link
Our shipping rates are based on weight and are in line with Royal Mail.
All orders use a tracked and signed for service.
Providing the item has not been used and adheres to our returns policy, please submit a Return My Order request.
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.
Please use the following Request a Return link to start the process where a member of staff will approve your return before hand and provide a RMA number and returns form. Failure to do this will result in delays and your return being rejected.
Unfortunately we do not offer free returns at present but we advise using a tracked service to send your unwanted item(s) back, 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 substantaite 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 with 48 hours(excluding weekends). You will receive 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.
You can sign up for notifcations of when that product is back in stock. Simply go to the product in question, and click notify me when back in stock.
We are 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.
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 mis described, 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 infromation 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 providing you have spent a minimum of £10.
There is no limit to the amount of times this code can be used, providing the above has been adhered to.
This just indicates how many items you have in your basket.
Subscribe and Save is 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.
There are no contracts and you can cancel at any time but you do need a Naelle Studio account in order to monitor/amend or cancel.
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.
Would you like to pay it forward?
Donate as little as 2% of your total order, to our Pay it Forward Initiative. Help members of the community who may need financial assistance to access some of the products on our site.