Nuvela Store Policies

Thank you for shopping with Nuvela. Transparency and trust are important to us. This policy explains your rights as a customer and our responsibilities as a store. By placing an order on our website, you agree to the terms outlined below.

Shipping & Delivery Policy

– Orders usually arrive within 10–30 business days, depending on your country and location

– For some destinations, delivery may take longer than 30 business days due to border controls, customs procedures, or international regulations

– All delivery times are estimates and not guaranteed

– Tracking information is provided when available

– We ship internationally

– We continuously work to improve delivery times and appreciate your patience

Returns & Right of Withdrawal (All Customers)

– Returns are accepted within 14 days from the date of delivery

– You must contact us within 14 days of receiving your order

– A clear reason for the return must be provided

– Items must be unused, unworn, and in original condition and packaging

– Returns that do not meet these conditions may not be accepted

Return Shipping Costs (Important)

– Customers are responsible for all return shipping costs for refundable items

– Original shipping costs, if applicable, are non-refundable, unless required by law

– We strongly recommend using a tracked shipping method

– Nuvela is not responsible for return shipments lost in transit

– This applies to both EU and non-EU customers

Refunds

– Refunds are issued only after the returned item is received and inspected

– Approved refunds are sent to the original payment method

– Processing times may vary depending on the payment provider

Non-Refundable Items

– Personal care products, including soaps and oils, are non-refundable for hygiene and safety reasons

– This does not apply if the item arrives damaged or defective

Damaged or Defective Items

– If your item arrives damaged or defective, please contact us as soon as possible

– Clear photos or videos must be provided as proof

– If the issue is confirmed, you are entitled to a full refund or replacement, in accordance with EU consumer protection laws

– In these cases, return shipping costs will be covered or reimbursed by Nuvela where required

– Our goal is to resolve these situations fairly and quickly

Order Cancellation

– Orders can be canceled before shipment

– If an order has already been shipped, cancellation may no longer be possible

– Customers may still return the item after delivery in accordance with our 14-day return policy

Lost, Stolen, or Delayed Packages

– Once an order is marked as delivered by the carrier, responsibility transfers to the customer

– Nuvela is not responsible for packages lost or stolen after delivery confirmation

– If an issue occurs, we will assist you in contacting the carrier where possible

– As a goodwill gesture, we may offer a discount on a future purchase

– Packages that are delayed but still in transit are not considered lost and are not eligible for refunds

-for delayed packages we often post on our facebook or instagram!

Customs, Duties & Taxes

– International orders may be subject to customs duties or taxes imposed by the destination country

– These charges are the responsibility of the customer

Data Protection & Payment Security

– Personal data is used only to process and deliver orders

– Payments are handled securely through trusted third-party payment providers

– We comply fully with the General Data Protection Regulation (GDPR)

– For more information, please review our Privacy Policy and Cookie Policy

Policy Updates

– Nuvela reserves the right to update or modify these policies at any time

– The most recent version will always be available on our website

Contact Us

– Email: nuvelaofficial2026@gmail.com

– Store name: Nuvela

If you have any questions about your order, returns, or this policy, please contact us. We are happy to help and we will text back as soon as posible.