Shipping policy

Order Processing

All orders are processed within 1–2 business days.
Orders placed on weekends or public holidays will be processed on the next business day.

Once your order has been processed and shipped, you will receive a shipping confirmation email with your tracking number.

Delivery Timeframes

Delivery times vary based on your location:

Location Estimated Delivery Time
Australia 2–5 business days
New Zealand 5–10 business days
USA / Canada 7–14 business days
UK / Europe 7–14 business days
Rest of World 10–20 business days

Please allow additional time during peak seasonal periods.

Shipping Costs

Shipping costs are calculated at checkout based on weight and destination.
Any promotional free shipping offers will be clearly shown at checkout.

Tracking Your Order

Once your order is dispatched, you will receive a tracking link.
Please allow up to 48 hours for tracking to become active.

If you do not receive tracking, contact support at:

hello@neuravella.com.au

Incorrect Address

Please ensure your shipping address is correct before completing checkout.

If the order has not yet been shipped, we will update the address for you.
If the order has already shipped, we are unable to modify it, and you may be responsible for any return or redelivery fees.

Lost or Delayed Packages

In rare cases, shipping carriers may experience delays outside of our control.
If your order appears lost or delayed:

  1. Check your tracking link for any updates

  2. Contact your local courier or post office

  3. If unresolved, email our support team and we will assist with a solution

We will always ensure you receive your order.

Damaged or Missing Items

If your package arrives damaged or incomplete, please contact us within 7 days of delivery with:

  • Your order number

  • A description of the issue

  • Supporting photos (if relevant)

We will replace or reship your items as needed.

Returns & Exchanges

For returns and cancellations, please refer to our Return & Cancellation Policy.



Shipping & Delivery Policy

Please ensure all shipping details are entered correctly at checkout. We are not responsible for orders shipped to incorrectly provided addresses.

If an order is returned to us due to an incorrect or incomplete address, a refund may not be available. However, once the item has been received back at our warehouse, we can arrange reshipment.

A $20 reshipping fee may apply to cover the costs associated with shipping, handling, and processing. This allows us to resend your order to the correct address.




Questions?

Our support team is here to help.

Email: hello@neuravella.com.au