Popular searches
You might like
Last updated: 29 July 2026
1. ABOUT THIS POLICY
This Shipping Policy applies to orders placed through https://naellia.com.
Naellia.com is operated by V.O.F. Stefan en Richard, a general partnership established in the Netherlands and registered with the Netherlands Chamber of Commerce under number 89937503.
In this policy, “business days” means Monday to Friday, excluding public holidays that affect fulfilment or delivery at the origin or destination.
2. SHIPPING SUMMARY
Destination:
Eligible delivery addresses within Australia
Delivery method:
Standard delivery
Shipping cost:
Free, with no minimum order value
Normal order processing:
1–2 business days
Estimated carrier transit:
2–5 business days after dispatch
Estimated total delivery time:
3–7 business days from order placement
The total estimate combines normal processing time and estimated carrier transit time.
3. SHIPPING DESTINATIONS
We currently ship to eligible delivery addresses within Australia.
Address eligibility is confirmed during checkout. If an address is not eligible, checkout may prevent the order from being completed.
If we discover after an order has been placed that we cannot deliver to the address provided, we will contact you promptly. If no suitable alternative can be agreed, we will cancel the affected order or item and provide a full refund to the original payment method.
We do not currently offer delivery outside Australia through this storefront unless an international delivery option is expressly displayed before purchase.
4. FREE STANDARD DELIVERY
Standard delivery is free on all eligible Australian orders. No minimum order value is required.
For an eligible standard-delivery order, the shipping amount displayed at checkout is AUD $0.00.
We do not add an undisclosed mandatory shipping, handling or fulfilment charge after an order has been submitted.
5. ORDER PROCESSING
Orders are normally processed within 1 to 2 business days after payment has been authorised and the order can enter fulfilment.
An order placed on a weekend or relevant public holiday begins processing on the next applicable business day.
Processing may include payment verification, fraud screening, preparing and packing the order, and handing the parcel to the carrier.
We will send a dispatch confirmation after the parcel has been handed to the carrier.
If an item becomes unavailable before dispatch, we will contact you promptly. We will not substitute another product without your agreement. Where the affected order or item cannot be supplied, we will refund it to the original payment method without unreasonable delay.
6. ESTIMATED DELIVERY TIME
After dispatch, standard carrier transit is estimated at 2 to 5 business days.
The estimated total period from order placement to delivery is therefore 3 to 7 business days:
- 1–2 business days for order processing; plus
- 2–5 business days for carrier transit.
These periods are estimates, not guaranteed delivery dates, unless we expressly agree to a guaranteed date before purchase.
Delivery may take longer because of:
- public holidays or peak shopping periods;
- severe weather, natural disasters or safety disruptions;
- carrier-network delays;
- remote or difficult-to-access delivery locations;
- incorrect or incomplete address information;
- customs or government inspections where applicable to the fulfilment route; or
- another event outside our reasonable control.
We will take reasonable steps to keep you informed if we become aware of a material delay.
Where an order cannot be supplied within an agreed period, or within a reasonable period where no specific time was agreed, we will provide the remedy required by applicable law. Depending on the circumstances, this may include cancellation, replacement or refund.
7. CARRIERS AND TRACKING
We use established carriers and local delivery partners. The carrier may vary according to the delivery address, parcel size, stock location and fulfilment route.
The carrier or tracking service will normally be identified in the dispatch confirmation. We do not guarantee a specific carrier unless it was expressly stated before purchase.
Where tracking is available, the dispatch confirmation will contain a tracking number or link.
The first carrier scan may take up to 48 hours after dispatch to appear. Contact info@naellia.com if tracking has not shown meaningful progress for an extended period or the parcel has not arrived within the estimated delivery window.
8. SPLIT SHIPMENTS
Items in one order may occasionally be dispatched in more than one parcel.
Where an order is split:
- no additional shipping fee is charged; and
- separate tracking details may be issued for each parcel.
9. DELIVERY ADDRESS
You are responsible for supplying a complete and accurate delivery name, street address, suburb, state or territory, postcode and contact information at checkout.
Review these details carefully before submitting the order.
If you notice an error, contact info@naellia.com immediately. We may be able to amend the address before dispatch, but cannot guarantee a change after fulfilment has started or the parcel has been handed to the carrier.
We are not responsible for a failed delivery caused solely by materially incorrect or incomplete address information supplied by you. We remain responsible for errors made by Naellia or a carrier acting on our behalf.
Where a parcel is returned solely because the address was materially incorrect or incomplete, delivery was refused without a valid product-related reason, or the parcel was not collected, reasonable and actual carrier costs for return or redelivery may apply where permitted by law.
Any amount will be limited to the actual reasonable cost caused by the failed delivery. No such amount will apply where the problem was caused by us, our carrier, a faulty or incorrect product, or circumstances in which charging it would be unlawful.
10. AUTHORITY TO LEAVE AND DELIVERY INSTRUCTIONS
A carrier may follow safe-place, authority-to-leave or other delivery instructions that you provide directly to that carrier or select through its service.
Choose delivery preferences carefully and nominate a location that is reasonably secure.
Nothing in this section removes a non-excludable consumer right or our responsibility where a parcel was not delivered in accordance with authorised instructions.
11. MISSED OR UNCLAIMED DELIVERIES
Where a delivery attempt is unsuccessful, follow the carrier’s tracking information or collection instructions.
Contact us if you need assistance. Failing to collect a parcel or refusing delivery is not a substitute for requesting an authorised free return under the Return and Refund Policy.
12. LOST, MISSING OR UNDELIVERED ORDERS
Contact info@naellia.com if:
- the parcel has not arrived within the estimated delivery period;
- tracking has shown no meaningful movement for an extended period;
- tracking says delivered but you have not received the parcel; or
- only part of the order arrived.
Include your full name, order number and relevant tracking details.
We will investigate the matter with the carrier. We will not require you to resolve a delivery failure solely with the carrier.
If an order is confirmed lost, cannot be supplied or was not delivered within an agreed or reasonable period, we will provide the remedy required by applicable law. Depending on the circumstances, this may include replacement or refund.
13. DAMAGED PARCELS OR ITEMS
If a parcel or item arrives damaged, contact info@naellia.com as soon as reasonably possible.
Where reasonably available, include:
- your order number;
- a description of the damage;
- clear photographs of the item and packaging; and
- a photograph of the shipping label.
Photographs help us assess and investigate the issue but do not remove or limit a legal right.
Do not send the item back or pay return postage before receiving instructions. Where a return is required, we will provide a free tracked return label or another appropriate free return method in accordance with the Return and Refund Policy and applicable law.
14. RISK DURING DELIVERY
Risk of loss or damage remains with Naellia until the order is physically delivered to you or a person authorised by you to receive it.
If you independently arrange a carrier that was not offered by us, risk may pass when the order is handed to that carrier, to the extent permitted by law.
15. TAXES, DUTIES AND OTHER CHARGES
Any shipping cost and any tax that we are required to collect will be included in the total or clearly displayed before you submit payment.
If an order could be subject to an import duty, customs charge or government fee that is not collected by us, this will be disclosed before purchase.
We do not add undisclosed mandatory charges after checkout.
16. AUSTRALIAN CONSUMER RIGHTS
Goods supplied to consumers in Australia may be protected by the Australian Consumer Law.
Nothing in this Shipping Policy excludes, restricts or modifies any consumer guarantee, statutory right or remedy that cannot lawfully be excluded, restricted or modified.
17. POLICY CHANGES
We may update this policy when our delivery services, fulfilment arrangements or legal obligations change.
The shipping terms shown when an order is placed apply to that order. A material change will not be applied retrospectively to an accepted order unless required by law or agreed with you.
The latest version will be published with a revised “Last updated” date.
18. CONTACT
Naellia customer care
Naellia.com
Operated by V.O.F. Stefan en Richard
Netherlands Chamber of Commerce number: 89937503
VAT identification number: NL865158253B01
Email: info@naellia.com
Telephone: +31 6 12969905
Contact form: https://naellia.com/pages/contact
Track order: https://naellia.com/a/order-status
Customer service hours:
Monday to Friday, 08:00–17:00 Netherlands time (CET/CEST)
Response target:
Within 1–2 business days
Registered business and correspondence address:
De Sânnen 17
9289 HJ Drogeham
The Netherlands
The registered address is not automatically an authorised return destination. Request return instructions before sending an item.
