Frequently Asked Questions (FAQ)
Last updated on 27 February 2026
Have a question? Below you will find answers to the most frequently asked questions. If you cannot find what you are looking for, please feel free to contact us by email at info@bynuvelli.com.
Shipping and delivery
1. What is your shipping policy?
We offer free shipping within France and Australia on every order placed with us, with each item packed and handled with care to ensure fast and secure delivery.
2. Do you deliver to pick-up points or parcel lockers?
For the time being, we can only ship to the delivery address specified at checkout. Delivery to collection points or automated parcel lockers is not currently an option.
3. What are your delivery times?
Orders placed before 6:00 pm (GMT+1) are processed and dispatched within 1 to 2 business days. All orders placed on weekends or public holidays are processed on the next business day.
The delivery time after dispatch averages 5 to 7 business days. Deliveries take place from Monday to Friday only.
Total time: 6 to 9 business days
4. How can I track my order?
Once your purchase has been dispatched, a confirmation email containing a tracking number will be sent to you. This number allows you to follow the progress of your order on our dedicated order-tracking page.
5. Which delivery partners do you work with?
We work with trusted carriers, including La Poste and DHL in France and reliable local carriers in Australia, to guarantee safe and reliable delivery of all orders.
6. What should I do if my parcel has not arrived or has been lost?
If your order does not reach you within the estimated initial delivery time, we encourage you to first check the tracking information included in your shipping confirmation email. If no update is available, please contact us by email at info@bynuvelli.com. If your parcel is confirmed as lost, we will resend your purchase or issue a full refund, according to your preference.
7. What should I do if my item arrives damaged or broken?
We are sorry to hear that you have experienced this unpleasant situation. If the product you received is damaged, please contact us by email. Please provide us with your order number along with a few photos of the damaged item and its packaging. We will do everything we can to promptly offer you a replacement or a refund.
Refunds and returns
8. How can I return an item?
If you are not fully satisfied with your purchase, please send an email to info@bynuvelli.com within 30 days of receiving your order to request a possible refund. Products must be unused and in their original condition, with all tags and the original packaging included. The refund will be issued after we have received and inspected the returned item.
9. How long does it take to process a refund?
Refunds are generally processed within 7 business days of receiving and checking the returned item. You will receive a confirmation email as soon as the refund has been processed.
10. Who covers the return shipping costs?
If you return a product because it is damaged, incorrect, or faulty upon receipt of the parcel, we will cover the costs associated with returning the damaged product. For all other returns (for example, if you change your mind), the costs associated with the return will be at your expense. We also kindly ask you to contact customer service via info@bynuvelli.com before returning any product so that we can assist you effectively throughout the process.
Privacy
11. How do you protect my privacy?
We take your privacy very seriously. All transactions and personal data are protected by SSL encryption, and we never store your credit card details. Your data is never shared with third parties without your consent.
12. Will my data be shared with third parties?
We do not sell or share your personal information with third parties in any way; this data is used solely for order processing and customer support. For further information on this subject, please refer to our Privacy Policy.
Payments
13. Which payment methods do you accept?
We accept the following payment methods:
- Credit card (Amex, Mastercard, Visa)
- Apple Pay
- Google Pay
- Paypal
14. In which currency are payments processed?
All transactions are processed in the currency displayed in our store: euros (€) for France and Australian dollars (A$) for Australia.
15. Are my payments secure?
Yes, the security of your payments is our top priority. All transactions are protected by the SSL (Secure Socket Layer) protocol to ensure the safety of your information.
16. How do I know if my payment has gone through?
Once your payment has been completed, you will receive an order confirmation email. If you cannot see it, please check your spam folder or send an email to info@bynuvelli.com.
17. What should I do if my payment is declined?
Please check your card details, your billing address and your available balance. If the problem persists, please contact your bank or card provider. You can also contact us at info@bynuvelli.com for assistance.
Contact details
Do you have any questions or simply want to get in touch? Feel free to contact us via:
Email address: info@bynuvelli.com
Phone number: +31630734378
Contact form: Contact page
Trading name: Nuvelli
Warehouse address: 8 Rue Jean Jacques Rousseau, 94370 Sucy-en-Brie, France
Legal entity: Buwor B.V.
Registration number (KVK Netherlands): 97574767
VAT number: NL868119441B01
Company address: Boshoek 12, 3791RN Achterveld, the Netherlands
We aim to respond within 24 hours during our opening hours.
Customer service opening hours
Opening hours (Monday to Friday):
9 am to 6 pm (GMT+1 Paris)
Opening hours (Saturday and Sunday):
10 am to 4 pm (GMT+1 Paris)