Shipping policy
Nieluna — Shipping Policy
Last updated: January 1, 2026
At Nieluna, we aim to make delivery as simple and reliable as possible. All eligible orders include free tracked shipping, and tracking information will be provided once your order has been dispatched.
Order Processing
Orders are typically processed within 1–3 business days after payment has been successfully confirmed.
Processing times may be slightly longer during weekends, public holidays, major promotions, or periods of unusually high order volume.
Once your order has been dispatched, you will receive a shipping confirmation with your tracking information.
Estimated Delivery Times
Estimated delivery times after dispatch are:
- United States & Canada: approximately 7 days
- Australia & New Zealand: approximately 10 days
- Europe: approximately 7 days
- Rest of the World: approximately 7–12 days
These delivery times are estimates and are not guaranteed. Actual delivery may vary depending on the destination, carrier operations, customs processing, weather, public holidays, or other circumstances outside our reasonable control.
Tracking Your Order
Once your order has shipped, tracking details will be sent to the email address provided during checkout.
Please allow 1–3 business days after dispatch for tracking information to begin updating.
If your tracking has not updated for an extended period, please contact us at support@nieluna.co and include your order number.
Multiple Packages
In some cases, items from the same order may be shipped separately depending on stock availability or fulfillment arrangements.
If this happens, you may receive more than one tracking number. You will not be charged additional shipping fees for separate shipments.
Incorrect or Incomplete Shipping Address
Customers are responsible for providing complete and accurate shipping information when placing an order.
If you notice an error in your delivery details, contact us at support@nieluna.co as soon as possible.
We will do our best to assist before the order is dispatched, but we cannot guarantee that an address can be changed once processing or shipment has begun.
Nieluna cannot be responsible for delivery issues caused by incorrect, incomplete, or outdated information supplied at checkout.
Delayed Orders
Occasional delays may occur due to carrier disruptions, customs processing, severe weather, seasonal demand, or other circumstances beyond our control.
A tracking delay does not necessarily mean that a parcel has been lost.
If your order appears significantly delayed, contact support@nieluna.co and we will review the available tracking information and assist where possible.
Lost or Missing Packages
If tracking indicates that your parcel has stopped moving for an unusually long period or appears to be lost in transit, please contact us.
We may ask you to confirm your shipping details or provide additional information so we can investigate with the relevant fulfillment or delivery partner.
Where a shipment is confirmed as lost in transit, we will review the situation and provide an appropriate resolution.
Packages Marked as Delivered
If tracking shows your package as delivered but you cannot locate it, please first:
- Check around the delivery location.
- Ask household members or neighbours.
- Check with reception, building management, or a secure delivery area where applicable.
- Contact the local carrier for additional delivery information.
If you still cannot locate the parcel, contact support@nieluna.co and we will assist with the available shipment information.
Customs, Duties and Import Charges
International shipments may be subject to customs duties, taxes, import fees, or other charges imposed by the destination country.
Where applicable, these charges are determined by local authorities and are the responsibility of the recipient unless otherwise stated during checkout.
Customs processing may occasionally result in additional delivery time.
Refused or Unclaimed Deliveries
If a shipment is refused, left unclaimed, or returned because the recipient did not complete required delivery or customs procedures, any refund or reshipment eligibility will be assessed after the parcel has been returned and reviewed.
Any applicable shipping, return, customs, or handling costs may be deducted where permitted and appropriate.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible at support@nieluna.co.
Include:
- Your order number
- A description of the issue
- Clear photos or other relevant evidence where applicable
We will review the issue and provide the appropriate next steps.
Need Help?
For shipping, tracking, or delivery questions, contact:
Nieluna Customer Support
support@nieluna.co