Frequently Asked Questions
Do you ship internationally?
Yes — we ship worldwide. Shipping rates and delivery times are calculated at checkout based on your location. Please note that international orders may be subject to local customs fees or import duties, which are the customer’s responsibility.
What delivery options do you offer in the UK?
We offer two Royal Mail services:
| Delivery Option | Timeframe | Details |
|---|---|---|
| Royal Mail Tracked 48 | 2 working days | Standard delivery, dispatched the next working day. |
| Royal Mail Tracked 24 | 1 working day | Faster service available, dispatched next working day. |
| Next Day guaranteed | Guaranteed next day delivery | Dispatched same day if placed before 11am |
All orders are packed and shipped the next working day after your purchase.
Can I choose delivery to a pick-up point?
Yes Royal Mail offers delivery to authorised collection points. If you won’t be home, we recommend using this option to keep your parcel safe.
Who is your delivery partner?
We use Royal Mail for all UK deliveries and trusted international couriers for orders abroad, depending on the destination.
How do I track my order?
Once your order has shipped, you’ll receive a dispatch email with a tracking link so you can follow its journey in real-time.
Problems With Delivery
My order hasn’t arrived what should I do?
If it’s been more than 5 working days since dispatch and your parcel hasn’t arrived, please reach out to us at info@nylah.co.uk. We’ll check the tracking and support you from there.
Please note:
Royal Mail will not investigate a delayed or missing parcel until 10 working days have passed from the dispatch date. Until that window has closed, we’re unable to issue a refund or replacement. We know this can be frustrating, but it’s a condition of the courier’s process and is not negotiable.
My parcel was marked as delivered but it’s missing — what happens now?
If Royal Mail confirms that your parcel was delivered but you haven’t received it, please first check with neighbours or safe spaces around your property.
If you believe the parcel was stolen, this is a criminal matter and must be reported to the police and Royal Mail. Unfortunately, we cannot take responsibility for parcels that have been delivered to an unauthorised location or stolen after delivery.
To avoid this, we recommend selecting a Royal Mail collection point at checkout if you’re unlikely to be home.
I entered the wrong shipping address can you help?
We’re not able to recover or refund orders shipped to incorrect addresses provided at checkout. Please double-check your details carefully before placing an order. If you notice an error immediately after ordering, email us as quickly as possible and we’ll do our best to catch it before dispatch though this cannot be guaranteed.