How can we help?

Naellia delivers to eligible addresses within Australia. Address eligibility is confirmed during checkout. If an address is not eligible, checkout may prevent the order from being completed.

We do not currently offer delivery outside Australia through this storefront unless an international delivery option is expressly displayed during checkout.

We provide free standard shipping on eligible Australian orders. No minimum order value is required.

Any available shipping method and its complete cost will be displayed before you submit your order.

Our normal delivery timeline is:

• Order processing: 1–2 business days
• Estimated transit time: 2–5 business days
• Estimated total delivery time: 3–7 business days

Business days are Monday to Friday, excluding public holidays. Delivery estimates are not guaranteed and may be affected by peak periods, severe weather, remote delivery locations, address issues or carrier disruptions.

Orders are normally processed within 1–2 business days after payment has been authorised. Orders placed during weekends or public holidays begin processing on the next applicable business day.

Once your parcel has been handed to the delivery carrier, we will send a dispatch confirmation email.

When tracking is available, your dispatch confirmation email will contain a tracking link or tracking number. Please allow some time after dispatch for the carrier’s tracking system to display its first update.

You can also visit our Track Order page and enter the requested order information.

Tracking may not update immediately after dispatch. It can take time for the carrier to scan the parcel into its network.

If there has been no meaningful tracking update for several business days, email info@naellia.com and include your full name, order number and tracking number where available.

First check the tracking information supplied in your dispatch email. If the estimated delivery period has passed or tracking has stopped updating for several business days, contact our customer service team.

We will review the available information and, where necessary, investigate the delivery with the carrier.

Where an order is confirmed as lost, cannot be supplied or is not delivered within an agreed or reasonable period, we will provide the remedy required by applicable law. Depending on the circumstances, this may include a replacement or refund.

Contact us at info@naellia.com as soon as possible. We cannot guarantee that an address can be changed after an order has entered processing or been dispatched.

Customers are responsible for providing a complete and accurate delivery address. Additional delivery costs caused by an incorrect or incomplete address may apply where permitted by law and clearly communicated.

Please review our complete Shipping Policy for all processing, delivery, tracking, address and carrier information.

You may request an eligible change-of-mind return within 30 calendar days after the date on which your order is recorded as delivered. Your request must reach us within this period.

After we approve the return and send the return instructions, the parcel must be handed to the nominated carrier within 14 calendar days.

Our voluntary return policy is additional to rights that cannot lawfully be excluded, including applicable rights under the Australian Consumer Law.

Yes. Naellia provides free tracked return postage for returns that are eligible and approved under our Returns & Refunds Policy.

This includes approved change-of-mind and sizing returns, as well as eligible returns involving a faulty, unsafe, damaged, incorrect or not-as-described item.

We do not deduct a return-label, return-postage, restocking, handling or return-processing fee from an approved refund.

To qualify for a voluntary change-of-mind return, an item must:

• be unworn, unwashed and unused, other than being carefully tried on indoors;
• remain in its original condition;
• have all original tags and applicable hygiene seals attached and intact;
• be free from damage, alterations, washing, odours, perfume, smoke, makeup, fake tan, deodorant, pet hair and other marks;
• include its original packaging where reasonably possible; and
• be accompanied by the order number or other reasonable proof of purchase.

These conditions do not remove rights that may apply to faulty, unsafe, damaged, incorrectly supplied or not-as-described products.

The following products are not eligible for return solely because you changed your mind:

• gift cards;
• personalised, customised or made-to-order products;
• underwear or intimate apparel that has been worn or tried on directly against the skin;
• swimwear or bodysuits where the hygiene seal has been removed, damaged or altered; and
• products clearly identified as Final Sale on the product page before purchase.

Sale or promotional items that are not marked Final Sale remain eligible under our standard return policy. These exclusions do not remove non-excludable consumer rights.

Email info@naellia.com before sending anything back. Include:

• your full name;
• your order number;
• the item or items you wish to return; and
• whether the request concerns change of mind, sizing, damage, a defect, an incorrect item, a missing item or another issue.

For a damaged, defective or incorrect item, include clear photographs or video where reasonably available and useful for assessing the problem. A reason or photograph is not required for a valid change-of-mind request.

We will review your request and aim to respond within 1–2 business days. When the return is approved, we will email you:

• a return authorisation reference;
• packing and return instructions;
• the approved return destination; and
• a free tracked return label or another agreed free return method.

Only use the destination and return method supplied in our written return instructions. The authorised return destination may vary according to the order and return route.

Do not send products to our registered business address, a supplier, a manufacturer or another location unless our instructions specifically direct you there. Unauthorised returns may take longer to identify and process.

Please contact us first and use the approved return route. Postage independently arranged for a voluntary change-of-mind return without our written approval will not normally be reimbursed.

This does not limit any applicable right to reimbursement of reasonable return costs for a faulty or non-conforming product.

We do not currently process direct change-of-mind exchanges. To obtain another size, colour or product, return the eligible item through our free approved return process and place a new order.

We normally inspect a returned item within 5 business days after it has been delivered through the authorised return route. We will contact you if further information is required.

Once a refund has been approved, we will issue it to the original payment method within 5 business days.

Your bank, card issuer or payment provider may then require an additional 5–10 business days to display the funds in your account. You will receive an email after the refund has been issued.

For an approved voluntary return, we refund the amount actually paid for the accepted returned item, including any item-level discount allocation.

We do not deduct return postage, restocking, handling or return-processing fees from an approved refund. Free standard delivery is provided on eligible Australian orders, so there is no original standard-delivery charge to deduct.

Inspect your order after delivery and contact us as soon as reasonably possible if an item is faulty, unsafe, damaged during delivery, incorrect, missing, missing parts, materially different from its description or not fit for a purpose made known to us before purchase.

Email info@naellia.com with your order number, a description of the issue and clear photographs or video where reasonably available.

There is no 48-hour cut-off for rights that apply under the Australian Consumer Law or another applicable mandatory consumer law.

Please review our complete Returns & Refunds Policy before requesting or sending a return.

Choose your product, select the available colour and size, and add the item to your bag. Review the products, quantities, delivery address, shipping information and total price before completing checkout.

Your order is not complete until checkout has been submitted successfully and payment has been authorised.

Prices on the Australian Naellia storefront are displayed in Australian dollars unless another currency is clearly selected or displayed.

The complete product price, available shipping charge and order total are shown before you submit the order.

The payment methods currently available for your order are displayed during checkout. Availability may depend on the device, browser, billing address and payment provider.

After an order has been placed successfully, we will send an order confirmation to the email address entered during checkout.

Check your spam or junk folder if you cannot find the email. Contact us if you still cannot locate the confirmation and believe payment was completed.

A payment may be declined because of incorrect card or billing information, insufficient funds, a bank security check, an expired payment method, a browser problem or restrictions applied by the payment provider.

Check the information entered and contact your bank or payment provider where necessary. Naellia cannot override a decline issued by an independent payment provider.

Contact info@naellia.com as soon as possible and include your order number.

We will try to assist, but cannot guarantee that an order can be changed or cancelled once processing or fulfilment has started. If the order can no longer be cancelled, you may request an eligible return after delivery.

Contact us immediately with your order number and requested change. A change is only possible if processing has not progressed too far and the requested variant remains available.

We cannot guarantee that separately submitted orders can be combined. Each order may enter processing independently and may be delivered in a separate parcel.

An order may be cancelled where payment cannot be authorised, required information cannot be verified, a product is unexpectedly unavailable, the delivery address is not eligible, there is an obvious pricing or technical error, or the order presents a genuine fraud or security risk.

If we cancel an order after payment has been collected, we will issue the appropriate refund to the original payment method.

Your order confirmation and payment record contain the main details of your purchase. Contact us with your order number if you require further documentation relating to your order.

Where a variant is labelled with an AU size, it refers to Australian sizing. Some products may use another sizing format where this is clearly displayed on the product page.

Do not rely only on the size name. Compare your measurements with the size chart provided for the individual product.

1. Open the size guide on the product page.
2. Measure your bust, waist and hips with a soft measuring tape.
3. Compare your measurements with the product-specific chart.
4. Review any fit notes in the product description.
5. Consider the fabric and whether the garment has stretch.

The most suitable choice depends on the garment’s cut, fabric and your preferred fit. For a more relaxed fit, the larger size may be more suitable. For a closer fit, review the exact product measurements and stretch information before choosing.

No. Fit may vary according to design, fabric, construction and intended silhouette. A fitted occasion dress, relaxed blouse and tailored trouser may each fit differently even when they carry the same labelled size.

Always check the information provided on the relevant product page.

• Bust: Measure around the fullest part of your bust.
• Waist: Measure around the narrowest part of your natural waist.
• Hips: Measure around the fullest part of your hips and seat.
• Inseam: Measure from the top of the inner leg to the desired hem position.

Use a flexible measuring tape and keep it level without pulling it too tightly.

Our team can provide general guidance based on available product information. Email info@naellia.com with the product name or link, your bust, waist and hip measurements, your usual AU size, and whether you prefer a close or relaxed fit.

Sizing guidance is advisory because body shape and fit preference differ between customers.

Yes, an eligible item can be returned under our 30-day change-of-mind return policy. The item must meet the return conditions and the return must be requested and completed through our approved return route.

Approved eligible sizing returns include free tracked return postage.

We aim to display product colours as accurately as reasonably possible. Actual colours may vary slightly because of studio lighting, photography, screen brightness, display calibration, fabric texture and production variation.

A minor screen-related colour difference is not necessarily a product defect.

Available material and care information is displayed on the relevant product page or garment care label. Always follow the care label attached to the product. The label supplied with the garment takes priority over general care guidance.

• Follow the garment’s care label.
• Wash only at the stated temperature.
• Separate light and dark colours where appropriate.
• Avoid harsh chemicals unless permitted by the care instructions.
• Do not tumble dry unless the label permits it.
• Store delicate garments carefully.

Only products or components expressly identified as included in the product title, description and product images are supplied.

Styling accessories, footwear, jewellery or other products shown in lifestyle images are not included unless clearly stated.

Contact us before ordering. Send the product name or link and explain which specification you would like us to clarify. We prefer customers to obtain clarification before purchase rather than rely on an assumption.

Contact info@naellia.com with your order number, a description of the difference and supporting images where reasonably available.

Products that are faulty, incorrect or materially different from their description may be covered by statutory consumer rights in addition to our voluntary return policy.

Where guest checkout is available, an account is not required. The options currently available will be displayed during checkout.

Confirm that you are using the same email address connected to your account. Use the password-reset option where available and check your spam or junk folder for the reset email.

Contact us if the issue continues.

Use the unsubscribe link contained in the marketing email. Transactional messages concerning an order, delivery, return, refund, security matter or customer-service request may still be sent where necessary.

We use personal information to operate the store, process orders, arrange delivery, provide customer support, prevent fraud and comply with applicable legal obligations.

Please read our Privacy Policy for complete information about how personal information is collected, used, stored and shared.