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Last updated: 29 July 2026
1. ABOUT NAELLIA
These Terms of Service govern your access to and use of https://naellia.com and purchases made through the website.
Naellia.com (“Naellia”, “we”, “us” or “our”) is the customer-facing online store operated by:
Legal operator and seller: V.O.F. Stefan en Richard
Legal form: Vennootschap onder firma (general partnership)
Netherlands Chamber of Commerce number: 89937503
VAT identification number: NL865158253B01
Registered business address: De Sânnen 17, 9289 HJ Drogeham, The Netherlands
Email: info@naellia.com
Telephone: +31 6 12969905
Naellia is operated from the Netherlands and directly offers products to customers at eligible delivery addresses in Australia. We do not represent that Naellia is incorporated in Australia or operates an Australian office, warehouse, showroom or retail store unless that is expressly and accurately stated.
The store is hosted by Shopify. Your purchase contract is with V.O.F. Stefan en Richard, trading online through Naellia, and not with Shopify, a payment provider, a carrier or another service provider.
2. ACCEPTANCE AND LEGAL CAPACITY
By accessing the website, creating an account or placing an order, you agree to these Terms and, where relevant, our Privacy Policy, Shipping Policy and Return and Refund Policy.
You must have legal capacity to enter into a binding contract. A person under 18 may use the website or place an order only with the involvement and consent of a parent or legal guardian.
If you do not accept these Terms, do not use the website or place an order.
Nothing in these Terms requires you to waive a consumer guarantee, statutory right, payment-dispute right or other remedy that cannot lawfully be excluded, restricted or modified.
3. AUSTRALIAN STOREFRONT
The primary storefront market is Australia.
Products are offered for delivery to eligible Australian addresses. Address eligibility is confirmed during checkout. We do not currently offer delivery outside Australia through this storefront unless an international option is expressly displayed before purchase.
Prices on the Australian storefront are displayed in Australian dollars (AUD) unless clearly stated otherwise.
4. PRODUCT INFORMATION
We take reasonable care to present product titles, descriptions, materials, colours, sizes, images, availability and prices accurately.
Actual colours may vary slightly because of photography, lighting, fabric texture, production variation, screen settings and display calibration. This does not limit your rights where a product differs materially from its description, image or sample.
Measurements and sizing information are provided to help you choose. Product-specific guidance appears on the relevant product page where available. You should review that information before ordering. This does not limit a right arising from inaccurate or misleading information supplied by us.
Only items or components expressly identified as included in the product title, description or product information form part of the purchase. Styling accessories shown in imagery are not included unless clearly stated.
We may correct an error in product information, price or availability, or withdraw a product, before an order is accepted. We will not substitute another product, size, colour or style without your express agreement.
5. PRICES, TAXES, DELIVERY CHARGES AND PAYMENT
Prices are displayed in AUD unless stated otherwise.
Where the website states that tax is included, the displayed price includes tax that we are required to collect. The final amount payable and any applicable charge will be shown before you submit the order.
Eligible Australian orders receive free standard delivery with no minimum order value. The standard-delivery amount shown at checkout for an eligible order is AUD $0.00.
If a purchase could be subject to an import duty, customs charge or government fee that is not collected by us, it will be disclosed before purchase. We do not add an undisclosed mandatory charge after checkout.
We accept only the payment methods displayed and available at checkout. Available methods may depend on location, device and payment-provider eligibility.
A payment provider may process the transaction under its own terms and privacy information. The involvement of a payment provider does not change the identity of the seller or reduce our obligations for an order sold by us.
Discount codes, promotional prices and offers may have conditions shown with the promotion. Unless otherwise stated, a discount cannot be combined, applied retrospectively or exchanged for cash.
The amount charged will not be increased after you submit the order without your express agreement.
6. PLACING AN ORDER AND CONTRACT FORMATION
When you submit an order, you offer to buy the products in your cart under these Terms and the information displayed at checkout.
An automated order confirmation acknowledges receipt and records the order details. It does not necessarily mean that the order has been accepted.
A binding sales contract is formed when we send a dispatch confirmation or otherwise expressly confirm acceptance.
Payment may be authorised or collected before acceptance. If we decline an order after receiving payment, we will cancel or reverse the payment or refund the amount to the original payment method without unreasonable delay.
Please review the products, variants, quantities, delivery address, contact details, currency and final total before submitting the order.
7. AVAILABILITY, VERIFICATION AND ORDER REFUSAL
All orders are subject to availability and legitimate verification.
Before acceptance, we may decline or cancel an order where:
- a product is unexpectedly unavailable;
- payment cannot be authorised or required information cannot reasonably be verified;
- the delivery address is not eligible;
- there is an obvious pricing, description or technical error;
- the order presents a genuine fraud, abuse or security risk;
- fulfilling the order would be unlawful; or
- a clearly disclosed purchase limit has been exceeded.
We will not use these reasons to avoid an accepted order arbitrarily. Where payment has been received for an order we do not accept, it will be returned without unreasonable delay.
We will not replace an unavailable product with another item without your agreement.
8. ORDER CHANGES AND CANCELLATIONS
Contact info@naellia.com as soon as possible to request an order change or cancellation.
We may be able to change or cancel an order before fulfilment begins, but cannot guarantee this after processing or dispatch has started.
If we successfully cancel an order before dispatch, we will refund the cancelled amount to the original payment method.
Once an order has been dispatched, it must normally be handled through the Return and Refund Policy after delivery.
Nothing in this section limits a cancellation or refund right arising from non-supply, unreasonable delay, a product problem or applicable law.
9. SHIPPING AND DELIVERY
Complete delivery terms are set out in our Shipping Policy:
https://naellia.com/policies/shipping-policy
The current standard delivery summary is:
- destination: eligible addresses within Australia;
- standard delivery cost: free, with no minimum order value;
- normal processing time: 1–2 business days;
- estimated carrier transit time: 2–5 business days; and
- estimated total delivery time: 3–7 business days.
Business days are Monday to Friday, excluding public holidays that affect fulfilment or delivery.
Delivery estimates are not guaranteed dates unless we expressly agree to a guaranteed date before purchase. Delays may result from peak periods, public holidays, severe weather, carrier disruption, remote locations, address problems, government inspections where applicable or other circumstances outside our reasonable control.
Where tracking is available, it will be provided after dispatch. Items from one order may be sent in separate parcels without an additional shipping fee.
You are responsible for providing complete and accurate delivery information. Reasonable and actual carrier costs caused solely by a materially incorrect address, unjustified refusal or failure to collect may apply where permitted by law. No such cost applies where the problem was caused by us, our carrier or circumstances in which charging it would be unlawful.
Risk of loss or damage remains with us until the order is physically delivered to you or a person authorised by you. Where you independently appoint a carrier that we did not offer, risk may pass when the order is handed to that carrier, to the extent permitted by law.
10. RETURNS, REFUNDS AND EXCHANGES
Complete terms are set out in our Return and Refund Policy:
https://naellia.com/policies/refund-policy
The current voluntary return summary is:
- request an eligible change-of-mind return within 30 calendar days after recorded delivery;
- receive a return authorisation and free tracked label from Naellia;
- lodge the parcel with the nominated carrier within 14 calendar days after receiving the instructions;
- pay no return-postage, restocking, handling or return-processing fee for an eligible approved return;
- allow up to 5 business days for normal inspection after the return reaches the authorised route; and
- once approved, the refund is issued to the original payment method within 5 business days.
A bank, card issuer or payment provider may then need an additional 5 to 10 business days to display the refund.
We do not currently process direct change-of-mind exchanges. To obtain a different size, colour or product, return the eligible item and place a new order. This does not restrict a statutory right to replacement.
The voluntary return conditions and exclusions apply only to change-of-mind returns and do not limit rights relating to a faulty, unsafe, damaged, incorrect or materially misdescribed product.
11. AUSTRALIAN CONSUMER LAW
Because Naellia directly offers and supplies goods to eligible customers in Australia, applicable transactions are subject to the Australian Consumer Law.
Goods supplied to Australian consumers come with consumer guarantees that cannot be excluded. Among other things, goods must be of acceptable quality, safe, fit for their ordinary purpose, fit for a purpose made known before purchase and consistent with their description or sample.
Where goods have a major problem, applicable law may allow the customer to choose a refund or replacement. Where a problem is minor, the business may choose an appropriate free remedy and must provide it within a reasonable time. Further remedies may apply where that does not occur.
A “Final Sale” statement, hygiene exclusion, original-condition requirement, voluntary 30-day period or another change-of-mind condition does not remove a statutory right.
Nothing in these Terms excludes, restricts or modifies any consumer guarantee or other right that cannot lawfully be excluded.
12. CUSTOMER ACCOUNTS
Where account functionality is available, you are responsible for providing accurate information and keeping login credentials confidential.
Notify us promptly if you reasonably believe an account has been accessed without authorisation.
We may suspend or restrict an account where reasonably necessary to protect customers, the website or payment systems from fraud, abuse or security threats. We will not use an account restriction to avoid an accepted order or a valid consumer claim.
Guest checkout may be available. The checkout options shown at the time of purchase apply.
13. GIFT CARDS AND PROMOTIONS
Gift cards, promotional offers, discount codes and competitions may be subject to additional conditions clearly presented before use or participation.
Where a gift card is offered, any expiry, usage limitation or fee must comply with applicable law and be disclosed before purchase.
Unless expressly stated otherwise:
- a promotional code cannot be combined with another code;
- a discount cannot be applied retrospectively;
- a promotion has no cash value; and
- availability remains subject to stock.
Promotional terms do not remove statutory consumer rights.
14. WEBSITE USE AND INTELLECTUAL PROPERTY
The website and its original text, layout, branding, graphics, photographs, videos and other content are owned by or licensed to Naellia and are protected by applicable intellectual-property law.
You may use the website for personal, lawful shopping and information purposes. You must not, without permission:
- copy, reproduce or commercially exploit protected website content;
- interfere with the operation or security of the website;
- introduce malware or harmful code;
- attempt unauthorised access to an account, system or data;
- use automated tools in a way that places an unreasonable burden on the website;
- submit unlawful, deceptive, defamatory or infringing content; or
- use the website for fraudulent activity.
Nothing in these Terms prevents a use permitted by mandatory law.
Where you submit a review, photograph or other content, you confirm that you have the right to submit it and that it is not unlawful or misleading. You permit us to display and reasonably moderate that content in connection with the store. You retain ownership of your original content.
15. THIRD-PARTY SERVICES AND LINKS
The website may use or link to services provided by Shopify, payment providers, carriers, analytics providers, social platforms or other third parties.
A third party may apply its own terms and privacy notice to its service. We are not responsible for independent third-party content or conduct that we do not control.
This section does not reduce our responsibility for an order sold by us, a service provider acting on our behalf, or any liability that applicable law places on us.
16. PRIVACY
Our collection and use of personal information are described in the Privacy Policy:
https://naellia.com/policies/privacy-policy
Do not send a full payment-card number, security code, online-banking password, account password or authentication code by email, telephone, live chat or contact form.
17. WEBSITE AVAILABILITY AND ERRORS
We take reasonable steps to keep the website available, accurate and secure, but uninterrupted or error-free access cannot be guaranteed.
Access may be temporarily restricted for maintenance, security, technical problems or circumstances outside our reasonable control.
We may correct website errors. A correction affecting an order already placed will be handled fairly under the order-acceptance provisions and applicable law. We will not substitute an item or increase an accepted price without your agreement.
18. LIABILITY
We are responsible for loss or damage that is a reasonably foreseeable result of our breach of these Terms or failure to use reasonable care and skill.
To the extent permitted by law, we are not responsible for loss caused by:
- misuse of a product or failure to follow care or safety instructions;
- materially inaccurate information supplied by you;
- unauthorised account use that was not caused by our failure to use reasonable security measures; or
- an event outside our reasonable control, except where applicable law places responsibility on us.
To the maximum extent permitted by law, we are not liable for losses that were not reasonably foreseeable when the contract was formed or for business losses arising from a purchase made wholly for personal or household use.
Nothing in these Terms excludes or limits liability for fraud, deliberate misconduct, death or personal injury caused by negligence, a consumer guarantee, a statutory right or another liability that cannot lawfully be excluded or limited.
19. EVENTS OUTSIDE REASONABLE CONTROL
An event outside reasonable control may include severe weather, natural disaster, transport-network disruption, industrial action, government action, public-health emergency, telecommunications outage or another event that could not reasonably be prevented.
We will take reasonable steps to reduce disruption and keep affected customers informed. This section does not remove a right to cancel or receive another remedy where an order cannot be supplied within an agreed or reasonable time.
20. CHANGES TO THESE TERMS
We may update these Terms to reflect changes to the store, services or legal obligations.
The version presented when you place an order applies to that order. A material change will not be applied retrospectively to an accepted order unless required by law or expressly agreed with you.
The latest version will be published with a revised “Last updated” date.
21. SEVERABILITY AND NO WAIVER
If part of these Terms is found invalid or unenforceable, the remaining provisions continue to apply to the extent legally possible.
A delay in enforcing a right does not waive that right.
22. GOVERNING LAW AND DISPUTES
These Terms and purchases made through the website are governed by the laws of the Netherlands.
This choice of law does not deprive an Australian consumer or another consumer of mandatory protections that apply under the law of their place of residence. In particular, it does not exclude or restrict rights under the Australian Consumer Law where that law applies.
We encourage customers to contact us first so that we can investigate and attempt to resolve a concern. Nothing in these Terms prevents you from contacting a payment provider, consumer-protection authority, court or tribunal, or from exercising a chargeback or other right where available.
23. CONTACT AND COMPLAINTS
Questions, complaints and notices may be sent to:
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
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
This address is not automatically the authorised return destination. Request return instructions before sending an item.
