NERVILLA — SHIPPING POLICY

Last Updated: May 2026

Fast, Tracked Delivery to Your Door

At Nervilla, we know that once you've ordered, you want your device in your hands as soon as possible. We process orders quickly, work with reliable carriers, and keep you informed every step of the way.

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 and ships to customers throughout New Zealand. 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 public holidays
• Orders placed on a Sunday or public holiday are processed the next available business day

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

2. Delivery Timeframes

Total time from order to delivery: typically 6–14 business days, including processing.

These timeframes are estimates based on carrier performance and exclude weekends, public holidays, and processing time. We work hard to meet or beat these windows on every order.

3. Shipping Cost

Shipping is free on all Nervilla orders to New Zealand. There are no minimum order requirements and no hidden surcharges at checkout.

4. Order Tracking

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

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

You can track your order at any time directly 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, please contact us at contact@nervilla.com — we'll investigate immediately.

5. Shipping Carriers

We partner with established international and local carriers to deliver your order safely and on time. Within New Zealand, NZ Post handles the final-mile delivery for the majority of orders.

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

6. Customs, Duties, and Taxes

Orders to New Zealand are shipped with all applicable taxes, duties, and GST prepaid by Nervilla.

There are no additional charges due upon delivery — the price you pay at checkout is the final price.

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 provided by the customer.

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 additional 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 carrier's depot

…we will contact you via email to confirm next steps. The order may be re-dispatched at the customer's cost, or refunded minus the original shipping cost incurred by Nervilla.

To avoid this, please ensure your address is correct and check your tracking notifications regularly so you can collect your parcel from your local depot if a delivery attempt is missed.

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.

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 or natural disasters
• Customs inspections
• 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 Rights as a New Zealand Consumer

As a consumer purchasing from Nervilla, you are protected under New Zealand consumer protection legislation, including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. Nothing in this policy limits or affects your statutory rights.

If your order is significantly delayed or not delivered within a reasonable timeframe, you may be entitled to a remedy under the Consumer Guarantees Act 1993. Please contact us at contact@nervilla.com to discuss your options — we will resolve any genuine delivery issue promptly and fairly.

For independent advice or assistance, you may contact:

• Consumer Protection NZ — www.consumerprotection.govt.nz
• NZ Post — www.nzpost.co.nz

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.