Shipping policy

Shipping Policy

At Nurela, we offer Free Tracked Shipping on all orders over £20. For orders under £20, Standard Tracked Shipping is available for £3.99, applied at checkout.

Order Processing Time

All orders are processed within 1-2 business days (excluding weekends and public holidays). Once your order is processed, you'll receive a shipping confirmation email with tracking details.

Estimated Delivery Times

  • Standard Tracked Shipping: 4-8 business days from the date of shipment

Please note: All delivery times are estimates, not guarantees. Estimated delivery times do not include the 1-2 business day processing window, so total time from order to delivery is typically 5-10 business days.

Delivery Delays

While we work hard to deliver every order on time, occasional delays can occur due to circumstances outside our control, including but not limited to:

  • High order volumes during sales, promotions, or peak periods
  • Public holidays in the UK or supplier regions
  • Courier delays, strikes, or service disruptions
  • Adverse weather conditions
  • Customs or import processing (where applicable)
  • Incorrect or incomplete shipping addresses provided at checkout

If your order is delayed beyond the estimated timeframe, please be patient — tracking updates can sometimes lag behind actual delivery progress. We recommend allowing the full estimated window plus 5 additional business days before contacting us about a delayed order.

Shipping Destinations

If you have any questions about delivery to your area, please contact us before placing an order.

Tracking Information

Once your order ships, you'll receive an email with your tracking number. Please allow up to 48 hours for the tracking link to update with the first scan from the courier.

If your tracking hasn't updated after 5 business days from receiving the shipping confirmation, please contact us at nurela.support@gmail.com and we'll investigate with the courier.

Lost or Missing Parcels

If your tracking shows your parcel has been delivered but you haven't received it:

  1. Check with neighbours, household members, and any safe places where deliveries might have been left
  2. Contact your local courier depot with the tracking number
  3. If still not found after 48 hours, contact us at nurela.support@gmail.com

Claims for missing parcels must be made within 14 days of the marked delivery date. After this period, we may be unable to investigate with the courier.

Incorrect Shipping Information

It is the customer's responsibility to provide accurate shipping information at checkout. Orders shipped to incorrect addresses provided by the customer will not be refunded or replaced free of charge. If a parcel is returned to us due to an incorrect address or failed delivery attempts, we can:

  • Resend the order to a corrected address (additional shipping fee applies), or
  • Issue a refund minus original shipping and return processing costs

Questions or Issues

If you experience any shipping issues or delays beyond the estimated timeframe, please contact us at nurela.support@gmail.com — we're happy to help.