Shipping Policy

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days after payment confirmation. Orders placed on weekends or holidays will be processed on the next business day.

Shipping Methods & Delivery Time

We offer two shipping options to ensure your affordable luxury fashion items reach you conveniently:

International Shipping Note: We ship globally (excluding some Asian regions and remote areas). Customers are responsible for any customs duties, taxes, or import fees in their country.

Returns & Exchanges

At Nuvella Shop, we’re committed to your complete satisfaction with our affordable luxury fashion collections. If you’re not delighted with your purchase, we’re here to help.

Returns & Exchanges Timeframe

We accept returns and exchanges within 15 days from the date you receive your items.

How to Initiate a Return or Exchange

Step 1: Contact Customer Service

Email our customer service team at [email protected] within 15 days of receiving your order. Please include the following information:

• Subject: Return/Exchange Request – Order #[Your Order Number]
• Your full name and contact information
• Order number and date
• Items to return/exchange with details (product name, size, color)
• Reason for return/exchange
• For exchanges: details of the new item you want
• Your shipping address

Step 2: Wait for Authorization

Our team will respond within 1-2 business days with a Return Authorization Number and shipping instructions.

Step 3: Package Your Return

Include in your return package:

• The item in original condition with all tags
• Original packaging
• A copy of your order confirmation or packing slip
• Return Authorization Number clearly visible on the outside

Step 4: Ship to Our Address

Send your return package to:

Refund Information

Refund Processing Time

Once we receive and inspect your returned item:

• Refunds processed within 5-7 business days of receipt
• Additional time required for refund to appear in your account

Refund Method

Refunds are issued to your original payment method:

• Credit/Debit Cards (Visa, MasterCard, JCB): 7-10 business days to appear on your statement
• PayPal: 3-5 business days to appear in your PayPal account

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged unless defective or damaged upon arrival:

• Footwear showing signs of wear or that has been worn outdoors
• Items without original tags and packaging
• Personalized or custom-made items
• Items purchased during final sale or clearance events (clearly marked)

Damaged or Defective Items

If you receive a damaged or defective item, contact us immediately at [email protected] with photos of the damage and your order details. We will arrange for a replacement or refund at no additional cost.

International Returns

International customers are responsible for:

• Any customs duties or return shipping costs
• Using a trackable shipping service for returns

We recommend keeping your tracking information until your return is processed.