Shipping & Returns
OUR SHIPPING AND DELIVERY POLICY
This is our shipping and delivery policy. It will apply to all orders purchased from us.
Reference to business days in this policy will mean the days of Monday to Friday (excluding any UK public or bank holidays).
The delivery estimates provided will run from your order being dispatched. We will usually dispatch orders within 3 business days (subject to our stock and availability).
All of our retail orders are processed within 2 to 3 business working days, typically in the order that they are received.
*Please note that during peak periods, we may experience a high volume of orders. In such cases, please allow up to 14 days for potential delays.
1. UNITED KINGDOM ORDERS
If you are ordering from within the United Kingdom, please consult the shipping information set out in this section.
1.1. SHIPPING INFORMATION
Delivery Locations
Please note that orders to the Highlands and any remote islands of the United Kingdom may incur additional shipping costs. Any orders to these locations may also have different delivery times to those stated below. We will notify you of these matters either at the time of placing your order; or in any event, prior to the dispatch of your item.
Please note that if for any reason we are unable to deliver your order to your chosen address, we will notify you and cancel the order.
Shipping Methods
We will ship our orders via an appropriate courier of our choosing. You will be provided with tracking details once your order has been dispatched. You will have the choice of the below delivery options when you purchase your order. Please note that very large orders may attract additional shipping costs. You will be notified before your order is dispatched should this be the case.
STANDARD
Your order will usually be delivered within 5-7 days, provided that your order is placed before 12.
EXPRESS
Your order will usually be delivered between 1-3 business days.
1.2. DELAYS
We will make sure, as far as reasonably practicable, that your order is delivered in accordance with the above timeframes. Please note that we will not be responsible for any orders which are delayed by events which are beyond our reasonable control, such as poor weather conditions, or supply and manufacturer partner issues.
If you have not received your order within the anticipated timeframe, please consult any tracking information provided by the courier. If you cannot access any such tracking information or have any further questions about a delayed order you can contact us on:
info@nylah.co.uk
If you believe your order has been lost, please consult the relevant section below.
1.3. LOST OR DAMAGED ORDERS
In the event that your order is lost or damaged in transit and the fault rests with the courier, we will support you in seeking resolution through the appropriate delivery partner channels. Please note the following important information and obligations:
Lost Orders
- If your order appears lost, please first allow 10 full business days from the date of dispatch before raising a query.
- During this time, please monitor your tracking number and check for any delivery updates.
- If after 10 business days your order has not arrived, please notify us promptly at info@nylah.co.uk.
- Upon receiving your notification, we will:
- Review the order tracking.
- If required, raise an investigation with the delivery partner on your behalf.
- Investigations with delivery partners typically take up to 10 business days.
- We will then aim to respond to you with a decision or update within 3 business days of receiving the outcome.
- If the delivery partner confirms the parcel as lost, we will immediately reissue the item(s) or, if preferred, issue a full refund.
- Refunds or replacements cannot be issued unless:
- The delivery partner officially confirms the parcel as lost;
- Or, the goods are returned to us (in the event of failed delivery or collection).
Please note that we cannot influence or override the outcome of an investigation by the delivery partner. All decisions are made by the courier service and are final. We can only issue refunds or replacements based on their findings.
Your Responsibilities When Ordering
By placing an order with us, you agree to:
- Provide a complete and accurate delivery address;
- Include any delivery instructions, such as a designated safe space (e.g., in the porch, behind the bin) or clearly indicate that the parcel must be handed to someone and not left unattended;
- Engage promptly with any requests for information from us or the courier;
- Collect your parcel from any designated parcel shop, locker, or drop-off point within the timeframe provided by the courier.
If no delivery instructions were provided and the parcel is left in an unsecured location you later deem unsafe, no refund or replacement will be given.
If delivery instructions were provided and not followed by the courier, which resulted in loss, damage, or theft, you must:
- Provide us with evidence of the breach of instruction;
- We will raise the matter with the delivery partner, subject to the standard investigation timeframe (10 business days + 3 business days response).
Please note: While we work diligently to expedite investigations and support you throughout the process, we do not have control over the timeframes or any delays imposed by the delivery partner. These are external to our operations. However, we will always do our best to keep you updated and advocate on your behalf throughout the resolution process.
If the parcel is confirmed as delivered but later stolen, this is outside of our control and liability. We recommend you report the matter to the police. If the theft occurred after the parcel was left in contradiction to your stated delivery instructions, please raise the matter with us and supply a crime reference number, and we will raise a formal complaint with the courier.
Missed Deliveries and Returns
If delivery is attempted but unsuccessful due to your unavailability or failure to provide appropriate instructions:
- The courier will usually attempt redelivery or redirect to a local collection point.
- It is your responsibility to arrange redelivery or collect the parcel within the given timeframe.
If the parcel is returned to us:
- Delivery fees are non-refundable and will be deducted from any refund due.
- If you request the item(s) to be resent, a new delivery charge will apply, subject to current shipping rates.
2. INTERNATIONAL ORDERS
If you are ordering from outside of the United Kingdom, please consult the shipping information set out in this section.
2.1. SHIPPING INFORMATION
Delivery Locations
We currently ship to the following places outside of the United Kingdom:
EU states
Australia
Canada
United States
United Arab Emirates
Please note that orders for delivery to remote areas may incur additional shipping costs. Orders for delivery to remote areas may also have different delivery times to those stated below. We will notify you of these matters either at the time of placing your order; or in any event, prior to the dispatch of your item.
If your location is not listed but still wish to order, please get in touch at info@nylah.co.uk, and we may be able to facilitate your request.
Shipping Method
We will ship our orders via an appropriate courier of our choosing.
You will be provided with tracking details once your order has been dispatched.
Timeframe
All orders are sent using STANDARD.
Your order will usually be delivered within 10-14 business days of it being dispatched.
Delivery Cost
2.2. DELAYS
We will make sure, as far as reasonably practicable, that your order is delivered in accordance with the above timeframes.
The timeframes provided are estimates. Delivery may take longer if your order is held by customs. You must ensure that you provide all relevant paperwork and details to enable your order to travel through customs, where required.
We will not be responsible for any orders which are delayed by events which are beyond our reasonable control, such as poor weather conditions or faults attributable to third parties.
If you have not received your order within the anticipated timeframe, please consult any tracking information provided by the courier. If you cannot access any such tracking information or have any further questions about a delayed order you can contact us on:
________
If you believe your order has been lost, please consult the relevant section below.
2.3. IMPORT DUTIES AND TAXES
In some countries, your order may be subject to import tax and/or duties. These are levied upon arrival at the relevant destination. Any unforeseen additional import duties or taxes must be paid by you. If you do not pay these charges, your order may be returned to us and we cannot refund the outbound and inbound shipping costs in those circumstances. We will deduct any such costs from your total refund for your order.
You can check with your local customs office before placing an order to confirm the details or any import duties and taxes.
2.4. LOST OR DAMAGED ORDERS
In the event that your order is lost or damaged in transit and the fault rests with the courier, we will support you in seeking resolution through the appropriate delivery partner channels. Please note the following important information and obligations:
Lost Orders
- If your order appears lost, please first allow 10 full business days from the date of dispatch before raising a query.
- During this time, please monitor your tracking number and check for any delivery updates.
- If after 10 business days your order has not arrived, please notify us promptly at info@nylah.co.uk.
- Upon receiving your notification, we will:
- Review the order tracking.
- If required, raise an investigation with the delivery partner on your behalf.
- Investigations with delivery partners typically take up to 10 business days.
- We will then aim to respond to you with a decision or update within 3 business days of receiving the outcome.
- If the delivery partner confirms the parcel as lost, we will immediately reissue the item(s) or, if preferred, issue a full refund.
- Refunds or replacements cannot be issued unless:
- The delivery partner officially confirms the parcel as lost;
- Or, the goods are returned to us (in the event of failed delivery or collection).
Please note that we cannot influence or override the outcome of an investigation by the delivery partner. All decisions are made by the courier service and are final. We can only issue refunds or replacements based on their findings.
We cannot be responsible should local customs authorities confiscate or destroy any item from your order. Please always check with your local customs office before purchasing.
Your Responsibilities When Ordering
By placing an order with us, you agree to:
- Provide a complete and accurate delivery address;
- Include any delivery instructions, such as a designated safe space (e.g., in the porch, behind the bin) or clearly indicate that the parcel must be handed to someone and not left unattended;
- Engage promptly with any requests for information from us or the courier;
- Collect your parcel from any designated parcel shop, locker, or drop-off point within the timeframe provided by the courier.
If no delivery instructions were provided and the parcel is left in an unsecured location you later deem unsafe, no refund or replacement will be given.
If delivery instructions were provided and not followed by the courier, which resulted in loss, damage, or theft, you must:
- Provide us with evidence of the breach of instruction;
- We will raise the matter with the delivery partner, subject to the standard investigation timeframe (10 business days + 3 business days response).
Please note: While we work diligently to expedite investigations and support you throughout the process, we do not have control over the timeframes or any delays imposed by the delivery partner. These are external to our operations. However, we will always do our best to keep you updated and advocate on your behalf throughout the resolution process.
If the parcel is confirmed as delivered but later stolen, this is outside of our control and liability. We recommend you report the matter to the police. If the theft occurred after the parcel was left in contradiction to your stated delivery instructions, please raise the matter with us and supply a crime reference number, and we will raise a formal complaint with the courier.
Missed Deliveries and Returns
If delivery is attempted but unsuccessful due to your unavailability or failure to provide appropriate instructions:
- The courier will usually attempt redelivery or redirect to a local collection point.
- It is your responsibility to arrange redelivery or collect the parcel within the given timeframe.
If the parcel is returned to us:
- Delivery fees are non-refundable and will be deducted from any refund due.
- If you request the item(s) to be resent, a new delivery charge will apply, subject to current shipping rates.
Disputed Deliveries (Marked as Delivered but Not Received)
If your order is marked as delivered by the courier but you have not received it, please notify us immediately at info@nylah.co.uk. We will raise an investigation with the delivery partner on your behalf. The courier will conduct an assessment which may include GPS tracking data, delivery scan details, photographic evidence, and any other relevant information.
If the courier concludes that the item was not delivered, we will immediately resend your order at no additional cost. However, if the courier determines that the item was delivered, their decision is final and we are unable to override it. In such cases, we cannot provide a replacement or refund.
This process is in place to ensure fairness for all customers and to protect against potential misuse of the delivery system.
For further information on returns, please consult our returns policy.
Returns Policy
We want you to feel confident shopping with us, and we're committed to being clear and fair about our returns process. Please read the following carefully before placing your order.
Online Orders – Non-Subscription Purchases
For standard purchases (not part of Subscribe & Save), you may return your order for any reason within 14 days of receiving it, provided:
- Products are unopened, unused, and in a resaleable condition for hygiene reasons.
- You notify us within 14 days of receiving the goods.
- You return the goods at your own expense.
- We receive the returned products within 28 days of your order date.
Please note:
- Products that are not returned will not be refunded.
- Delivery charges are non-refundable.
Subscribe & Save Orders
Subscribe & Save orders are subject to a minimum 3-order commitment. However, you may cancel within 14 days of receiving your first order, subject to the following conditions:
- You must notify us of your intent to cancel within 14 days of receiving your first order.
- The products must be returned to us and received within 28 days of the date the order was placed.
- Products must be unopened, unused, and resaleable.
- You will be responsible for the return delivery costs.
- Upon successful return, we will refund the order minus the original delivery fee and cancel your subscription.
If you do not notify us within 14 days, or the products are not returned within 28 days, no refund will be given, and you will be charged for the remainder of the 3-order term.
Once you’ve completed the 3-order minimum term, you may return future subscription orders in the same way as a standard order:
- Notify us within 14 days of receiving the delivery.
- Return the items at your own expense.
- Ensure we receive them within 28 days of the order date.
- Products must be unopened, unused, and resaleable.
As with all returns, original delivery charges are non-refundable.
Damaged or Faulty Goods
If your order arrives damaged or faulty, please notify us within 48 hours of delivery by providing:
- Clear photos showing the damage
- A description of the issue and delivery details
- Batch numbers and your order number
We will review your report internally and may:
- Replace the item(s) if the fault is clearly evident
- Request a return of the damaged goods for further investigation
In some cases, we may provide a returns label if damage is confirmed. If the items are deemed faulty after investigation, we will offer either a replacement or a refund, depending on your preference.
If products are not deemed faulty, no refund will be issued, and you will be responsible for paying delivery charges to have the items returned to you.
Suspected Fraud & Right to Refuse
We take fraudulent activity seriously. We reserve the right to cancel, withhold, or refuse any order or refund request where we reasonably suspect:
- Misuse of our returns or refund policy
- Repeated claims of non-receipt
- Inconsistent or suspicious account activity
- Abuse of discount codes or delivery disputes
In such cases, we may request further verification, escalate the matter to relevant authorities, or take legal action where appropriate.
By placing an order with us, you agree to these terms and acknowledge our right to protect our business and customers from fraud and abuse.