NERVILLA — SHIPPING POLICY

Last Updated: May 2026

Tracked Worldwide Delivery to Your Door

At Nervilla, we ship our devices to customers around the world. We process orders quickly, work with established international carriers, and keep you informed at every step.

This policy explains how and when your order ships, what to expect, and how we handle anything that doesn't go to plan.

Nervilla is operated by a company registered in the United Kingdom. For any shipping enquiry, contact us at contact@nervilla.com — we respond within 1 business day.

At a Glance

1. Order Processing

• Processing time: 1–2 business days from payment confirmation
• Business days: Monday through Saturday
• Non-processing days: Sundays and UK public holidays
• Orders placed on a Sunday or holiday are processed the next business day

Once your order is dispatched, you will receive a shipping confirmation email containing your tracking number and a link to monitor delivery in real time.

2. Estimated Delivery Times

Delivery times depend on your country. Once dispatched, estimated delivery timeframes are:

Total time from order to delivery: typically 8–22 business days, including processing.

These timeframes are estimates based on carrier performance and customs processing in your country. They exclude weekends, public holidays, and processing time. Customs clearance in some countries may extend the delivery window.

3. Shipping Cost

Shipping costs are calculated at checkout based on your delivery address and order weight. You will see the exact shipping cost before completing your purchase — no hidden fees.

Free shipping may be available during designated promotional periods. Where applicable, promotional shipping terms will be clearly communicated at the time of the offer.

4. Order Tracking

Once your order is dispatched, you will receive an email with:

• Your tracking number
• A link to monitor delivery in real time
• An estimated delivery window

You can track your order at any time through the carrier's portal using the tracking number we send you.

If you have not received tracking information within 3 business days of placing your order, contact us at contact@nervilla.com — we will investigate immediately.

5. Shipping Carriers

We partner with established international carriers to deliver your order safely. Final-mile delivery is handled by your country's local postal service or a designated courier.

The specific carrier handling your order will be confirmed in your dispatch email, along with your tracking link.

6. Customs, Duties, VAT, and Import Taxes

Important — please read carefully before ordering

Nervilla ships from the United Kingdom to destinations worldwide. Depending on your country of delivery, your order may be subject to customs duties, import taxes, VAT, or other charges imposed by your country's customs authorities upon arrival.

Recipient is responsible for all import charges

Any customs duties, import taxes, VAT, or other charges imposed by your country's customs are the responsibility of the recipient and are not included in the product price or shipping cost displayed at checkout.

These charges:

• Are determined by your country's customs authorities, not by Nervilla
• Vary significantly by country, product category, and order value
• Must typically be paid before your local carrier will release the parcel for final delivery
• Cannot be calculated or pre-paid by Nervilla on your behalf

Before you order

We strongly recommend checking the import rules and applicable thresholds with your country's customs authority before placing your order, so you know what to expect. Common authorities to check:

• EU countries — your local customs office (VAT typically 17–27% on imports above the de minimis threshold)
• United Kingdom — HM Revenue & Customs (www.gov.uk/goods-sent-from-abroad)
• United States — U.S. Customs and Border Protection (www.cbp.gov)
• Australia — Australian Border Force (www.abf.gov.au)
• Canada — Canada Border Services Agency (www.cbsa-asfc.gc.ca)
• Other countries — your national customs authority

Refused or unclaimed parcels due to customs charges

If you refuse to pay customs charges and the parcel is returned to us as undeliverable, the original shipping cost will be deducted from any refund issued. See Section 8 below.

Nervilla's role

Nervilla is not responsible for:

• Customs charges, import taxes, or VAT levied by your country
• Delays caused by customs clearance, inspections, or other actions by customs authorities
• Parcels held, refused, or destroyed by customs authorities

We will provide all necessary shipping documentation to support customs clearance, but the final decision and any associated charges rest with your country's authorities.

7. Delivery Address

You are responsible for providing a complete and accurate shipping address at checkout. Nervilla is not responsible for delays, non-delivery, or additional shipping costs caused by incorrect or incomplete addresses.

If you notice an error in your delivery address:

• Before dispatch: contact contact@nervilla.com immediately — we will update it free of charge if the order has not yet shipped
• After dispatch: address changes are at the carrier's discretion and may incur fees

8. Failed Delivery and Returned Parcels

If a parcel is returned to us as undeliverable due to:

• An incorrect or incomplete address
• Repeated failed delivery attempts
• The parcel being refused by the recipient
• The parcel being unclaimed at the local depot
• Refusal to pay customs duties, VAT, or import taxes

…we will contact you via email to confirm next steps. The order may be:

• Re-dispatched at the customer's cost (covering both the new shipping cost and any associated handling fees), or
• Refunded with the original outbound shipping cost and any customs return fees deducted

To avoid this, please ensure your address is correct, check tracking notifications regularly, and be aware of import charges that may apply in your country.

9. Lost or Significantly Delayed Parcels

If your parcel has not arrived within the estimated delivery window and tracking shows no recent updates:

1. Contact us at contact@nervilla.com with your order number
2. We will open a carrier investigation on your behalf
3. Once the investigation confirms the parcel is lost or unrecoverable, we issue a free replacement or full refund at your choice

We treat lost parcels as our problem to solve — you don't have to chase the carrier yourself. Please note that international carrier investigations can take 14–30 business days to conclude, depending on the country.

10. Damaged Parcels on Delivery

If your parcel arrives visibly damaged or the product inside is damaged:

• Contact us at contact@nervilla.com within 5 business days of delivery
• Provide your order number, photographs of the packaging, and photographs of any damage to the product
• We will issue a free replacement at no cost to you, with no return required

Return shipping for items damaged in transit on delivery is covered by Nervilla.

11. Delays Beyond Our Control

While we work hard to meet our estimated delivery windows, some factors are outside our control:

• Carrier delays during peak seasons (Christmas, Black Friday, public holidays)
• Severe weather events
• Customs inspections and clearance delays (common for international orders)
• Industrial action affecting carriers
• Force majeure events

In these cases, we will keep you informed and work directly with the carrier to resolve any issue as quickly as possible.

12. Your Statutory Rights

Your statutory rights as a consumer apply according to the law of your country of residence. Nothing in this policy limits or affects your statutory rights under applicable consumer protection legislation in your jurisdiction.

If your country of residence is in the European Economic Area (EEA) or the United Kingdom, you may have specific rights under the EU Consumer Rights Directive (as implemented in your national law) or the UK Consumer Rights Act 2015. Other countries provide their own statutory protections.

For shipping-related concerns, please contact us first at contact@nervilla.com — we resolve nearly every shipping issue within 1 business day.

13. Contact Us

Email: contact@nervilla.com Response Time: Within 1 business day Registered Office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

This policy is reviewed periodically. The version published on our website at the time of your purchase governs your order.