Last Updated: March 2026
1. Introduction
At Nervilla, we are committed to delivering your order safely, efficiently, and with complete transparency. This policy outlines everything you need to know about how we process, ship, and deliver your orders.
Our company is registered and operates from the United Kingdom, and we ship to New Zealand and internationally. For any shipping-related questions, please contact us at contact@nervillastore.com.
2. Order Processing
Orders are typically processed within 1–2 business days of payment confirmation. You will receive a shipping confirmation email, including your tracking details, once your order has been dispatched.
Orders placed on weekends or UK public holidays will be processed on the next available business day.
3. Estimated Delivery Timeframes
Once dispatched, estimated delivery timeframes are as follows:
| Destination | Estimated Delivery |
|---|---|
| New Zealand | 10–20 business days |
| United Kingdom | 2–5 business days |
| Rest of Europe | 5–10 business days |
| Other International | Varies by destination |
These timeframes are estimates only and are not guaranteed. Delivery may be affected by factors outside our control, including customs clearance processing, carrier delays, or high-demand periods such as public holidays and peak seasons.
We ship from our European fulfilment centre. New Zealand delivery timeframes reflect international transit from Europe to New Zealand via our carrier network.
4. Shipping Carriers & Tracking
We work with trusted international carriers to fulfil all orders. Once your order has been dispatched, you will receive a tracking number via email so you can monitor your parcel's progress in real time.
If you have not received your tracking information within 3 business days of placing your order, please contact us at contact@nervillastore.com.
5. Shipping Costs
Shipping costs are calculated at checkout based on your delivery address and selected shipping method.
Free shipping may be available during designated promotional periods. Where applicable, promotional shipping terms will be clearly communicated at the time of the offer.
6. Delays & Peak Periods
While we make every effort to dispatch orders promptly, delivery timeframes may be extended during periods of unexpectedly high demand, carrier disruptions, or circumstances beyond our reasonable control, including but not limited to adverse weather conditions, industrial action, or national emergencies. We appreciate your patience and will always do our best to keep you informed.
7. Lost or Significantly Delayed Parcels
If your parcel has not arrived within the estimated delivery window and tracking shows no recent updates, please contact us at contact@nervillastore.com. We will investigate the matter with the carrier on your behalf and work to resolve it as quickly as possible.
Please note that once a parcel has been dispatched and handed to the carrier, Nervilla is not liable for delays caused by the carrier or circumstances beyond our control. However, we will always assist you in pursuing a resolution.
Under the Consumer Guarantees Act 1993 (New Zealand), if goods are not delivered within the agreed timeframe and we are unable to resolve this within a reasonable period, you may be entitled to a remedy. Please contact us to discuss your options.
8. Customs, Duties & Import Taxes
As our company is based in the United Kingdom and ships from Europe, orders delivered to New Zealand may be subject to customs duties, import taxes, or GST (Goods and Services Tax) charged by New Zealand Customs.
New Zealand Customs applies GST at 15% on imported goods. A customs duty threshold and de minimis rules may apply depending on the declared value of your order. We recommend checking current import thresholds and applicable charges with New Zealand Customs at www.customs.govt.nz before placing your order.
Any customs duties, import taxes, or GST charges imposed by New Zealand Customs are the responsibility of the recipient and are not included in the product price or shipping cost displayed at checkout unless otherwise stated.
Nervilla is not responsible for delays caused by customs clearance procedures, inspections, or other actions by customs authorities.
9. Your Rights as a New Zealand Consumer
As a consumer purchasing from our store, 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 affects your statutory rights under New Zealand law.
If you have a concern about your order or delivery that we are unable to resolve, you may contact:
- Consumer Protection New Zealand — www.consumerprotection.govt.nz
- New Zealand Customs — www.customs.govt.nz
10. Incorrect Delivery Addresses
Please ensure your delivery address is entered correctly at checkout. Nervilla is not responsible for orders that are delayed or undeliverable due to an incorrect or incomplete address provided by the customer.
If you notice an error in your delivery address after placing your order, contact us immediately at contact@nervillastore.com. We will do our best to update the address before dispatch, but we cannot guarantee changes can be made once an order has been processed.
11. Contact Us
Email: contact@nervillastore.com Response Time: Within 1–2 business days
Our support team is available to assist with any questions regarding your shipment, tracking, or delivery.
This policy is subject to periodic review. The version published on our website at the time of your purchase applies to your order.