Frequently Asked Questions
How long will my order take?
Orders are processed in 1–3 business days. After that, delivery takes 7–12 business days to the US and Canada, 10–18 to the UK, Europe and Australia, and 12–20 elsewhere. Full detail is in our shipping policy.
Will I get tracking?
Yes. Every order ships with tracking, and you will receive the number by email as soon as the parcel leaves the warehouse. If you have not received it within 5 business days, email us.
What payment methods do you accept?
We accept PayPal, which also lets you pay with any major credit or debit card without needing a PayPal account.
Will I have to pay customs or import duties?
Possibly, depending on your country. Import duties and taxes are set by your government, not by us, and are the customer's responsibility. We cannot predict or control these charges.
Can I return something?
Yes, within 30 days of delivery, as long as the item is unused and in its original packaging. Email us first at support@nuvelan.com and we will send return instructions. If the item arrived damaged or was the wrong one, we cover the return shipping.
My item arrived damaged. What now?
Send us photos of the product and the packaging within 7 days of delivery. In most cases we resolve it immediately with a replacement or a refund, without asking you to send anything back.
Can I cancel or change my order?
Yes, if it has not shipped yet, usually within the first 24 hours. Email us as soon as possible with your order number.
Is it safe to order here?
Payments are processed by PayPal and we never see or store your card number. The site runs on Shopify with SSL encryption on every page.
I have a question that is not here.
Write to support@nuvelan.com. We reply within 24 hours.