Shipping policy
1. ORDER PROCESSING
All orders are processed within 1-2 business days of receipt. Orders placed before 2:00 PM (GMT/BST) on a business day will generally be dispatched the same day. Orders placed after this time, or on weekends and UK public holidays, will be dispatched on the next available business day. You will receive a confirmation email containing your tracking information once your order has been dispatched.
2. SHIPPING METHOD & CARRIER
Nerosà London ships all domestic orders via Royal Mail Tracked 24. This service aims to deliver within one working day of dispatch, though this is a target and not a guaranteed timeframe. All shipments are fully trackable using the tracking number provided in your dispatch confirmation email.
3. DELIVERY TIMEFRAMES
Under normal circumstances, orders are delivered within 1-2 working days of dispatch. However, delivery times may be affected by factors outside of our control, including but not limited to high volume periods, adverse weather conditions, and Royal Mail network disruptions. In exceptional circumstances, delivery may take up to 5-10 working days. Nerosà London is not liable for delays caused by the carrier once a parcel has been collected and scanned by Royal Mail.
4. SHIPPING COSTS
We offer free standard shipping on all orders delivered within the United Kingdom. No minimum order value applies.
5. LOST OR MISSING PARCELS
If you have not received your order within 10 working days of your expected delivery date, please contact us at support@nerosalondon.co.uk. Royal Mail classifies a parcel as lost after 10 working days from the expected delivery date, at which point we are able to formally raise an investigation with the carrier. In the event that a parcel is confirmed as lost, Nerosà London will offer a replacement order or a full refund at the customer's discretion.
6. INCORRECT OR INCOMPLETE DELIVERY ADDRESS
It is the responsibility of the customer to ensure that the delivery address provided at checkout is accurate and complete. Nerosà London cannot accept liability for orders that are delayed, undelivered, or returned to sender as a result of an incorrect or incomplete address being submitted. If you identify an error in your delivery details immediately following your order, please contact us at support@nerosalondon.co.uk as soon as possible. We will make every reasonable effort to amend the address prior to dispatch, however we cannot guarantee that changes can be made once an order has entered the fulfilment process.
7. DAMAGED ORDERS
All orders are carefully hand-packaged to ensure they arrive in perfect condition. In the unlikely event that your order arrives damaged, please retain the original packaging and contact us at support@nerosalondon.co.uk within 48 hours of delivery, providing photographic evidence of the damage. We will arrange a replacement or refund as appropriate.
8. CONTACT
For any queries relating to your order or delivery, please contact our customer support team at support@nerosalondon.co.uk. We aim to respond to all enquiries within 1-2 business days.
