Delivery policy
Last updated: 15 September 2026
At Nolivela we want you to know where your order is from the moment you place it. This policy covers delivery times, tracking, the rules for changing or cancelling an order, and what we do when a parcel is late, lost or damaged. It applies together with our Returns & Refunds Policy — please read both before you order.
1. Delivery timeframe
Processing — the time from your order being confirmed to the parcel leaving the warehouse — takes 1–3 working days. Delivery with the courier takes an estimated 3–5 working days, so allow 4–8 working days in total. Orders are prepared Monday to Friday, excluding bank holidays; an order placed at the weekend enters processing on the next working day. During peak seasons, promotional periods and the run-up to Christmas, processing can take up to 2 additional working days.
Delivery estimates are estimates based on courier performance, not guaranteed dates: severe weather, courier disruption, bank holidays and customs inspections can push them out. A delay within or shortly beyond the estimated window isn't a reason to cancel an order — section 6 explains what we do when a parcel is late or lost.
2. Where we deliver and what it costs
We deliver throughout the United Kingdom, including Northern Ireland, the Scottish Highlands and Islands, the Isle of Man and the Channel Islands; international delivery isn't available at this time. Delivery is free on all orders — no minimum spend, no surcharge for Northern Ireland or any other part of the UK, and nothing collected on delivery.
3. Order confirmation and tracking
You'll receive an order confirmation immediately, and a dispatch confirmation with your tracking number once the parcel leaves the warehouse — check your spam folder if it hasn't arrived. Allow 2–5 working days for the first scan to appear; a tracking page that hasn't updated in the first days is normal, and updates can be less frequent while the parcel travels between courier hubs. If your tracking hasn't updated for 10 working days, contact us and we'll check with the courier.
Items are dispatched from the warehouse that holds them, so an order with several products may be sent in separate parcels on different days, each with its own tracking number and email, at no extra charge. Part of your order arriving later than the rest isn't a missing item — please wait until all tracking numbers show delivery before contacting us about a missing product.
4. Changes and cancellations
Every order is passed to our fulfilment warehouse automatically and enters processing within minutes. For that reason an order can only be cancelled or changed within 5 minutes of being placed — after that we're unable to stop, change or retrieve it. Please check your products, shades, sizes and delivery address carefully before you confirm.
To cancel within the 5-minute window, email support@nolivela.com straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and every cancellation is confirmed by us in writing. Requests that reach us after 5 minutes can't be processed as cancellations — including if you've changed your mind, found the product elsewhere or are worried about the delivery time — and we'll send you our return instructions instead.
The processing time in section 1 is the time the warehouse needs to prepare your parcel; it isn't a period during which the order is on hold.
If you no longer want your order, you can return it after delivery under our Returns & Refunds Policy, provided the products are unopened and sealed. Returns are international shipments to our returns centre in the United States and are at your own cost. Refusing or not collecting the parcel doesn't cancel the order (see section 5).
5. Your delivery address and uncollected parcels
Please check your address carefully before completing your order — an incorrect or incomplete address is the most common cause of a delayed delivery. Include any flat number and postcode, and add a phone number for the courier. Address changes are only possible within the 5-minute window in section 4; after dispatch, couriers can't redirect a parcel.
Parcels that can't be delivered because the address was incorrect or incomplete, or that aren't collected from a depot or pickup point within the courier's timeframe, are returned to the courier's origin facility. This isn't a cancellation or a return. Once the parcel has reached the warehouse again we can re-ship it at cost, or refund the order minus the courier's charges for the failed delivery and return.
Refusing a parcel at the door doesn't cancel your order, and isn't treated as a return: refused parcels go to the courier's origin facility rather than to our returns centre and often can't be recovered, so a refund can only be considered once a parcel has actually been received back. If you no longer want your order, please accept the delivery and follow our Returns & Refunds Policy.
6. Delays
We monitor shipments and follow up on anything that stalls. If tracking shows no movement for 10 working days, or your parcel is more than 7 working days past the estimated delivery window, contact us with your order number. We'll open an investigation with the courier, which can take up to 10 working days. If the courier confirms the parcel is lost, we'll send you a replacement free of charge; a refund is only issued if a replacement is no longer available.
7. Parcel shows as delivered but hasn't arrived
Check the usual places first — neighbours, household members, a porch, a communal entrance or building management — and review the courier's proof of delivery; couriers sometimes scan a parcel shortly before the final handover, and a "delivered to neighbour" card is easy to miss. If it hasn't appeared, let us know within 7 days of the delivery scan so we can raise a claim with the courier. We look into every case; where the courier provides proof of delivery to your address (GPS scan, photo or signature), the outcome of the courier claim determines whether a replacement can be issued. If you added Shipping Protection at checkout, section 11 applies.
8. Damaged on arrival
If the outer packaging or a product is damaged on arrival — a cracked case, a leaking bottle, a broken pump — keep all packaging and email us within 3 working days of delivery with your order number and clear photographs of the outer box, the shipping label and the damaged product. We need the photos within this period because the courier's own claim window is just as short; we're unable to accept claims without photos or after 3 working days. Confirmed transit damage is resolved by sending you a replacement free of charge, not by a refund (see our Returns & Refunds Policy, section 6).
9. Ordering for a specific date
Buying as a gift for a birthday, Christmas or another occasion? Order well ahead of the date you need it — our window runs 4 to 8 working days, and couriers run slower in December and around bank holidays. We can't guarantee arrival before a specific date, and a delivery that misses an occasion isn't a fault or a reason to cancel.
10. VAT and duties
All prices are shown in pounds sterling and include VAT at 20%. You won't be asked to pay import duties or fees on delivery.
11. Shipping Protection
Shipping Protection is an optional service you can add to your order at checkout. It covers your parcel against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge.
The Shipping Protection fee is non-refundable once your order has been dispatched — including if you return the order, or part of it, later. It is only refunded when an order is cancelled within the 5-minute window in section 4.
12. Customer service
Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and bank holidays. We reply within one working day.
Email: support@nolivela.com