Shipping Policy

Shipping Policy

This Shipping Policy applies to all orders placed on naela.co (the “Site”) and forms part of our Terms of Service.

Processing Times

Orders are processed on business days (Monday to Friday, excluding public holidays).

  • Order processing time: usually 1–3 business days.
  • During busy periods, launches, or promotions, processing times may be slightly longer.

Shipping Within Australia

We currently ship from Australia.

  • Standard Shipping: approx. 3–8 business days after dispatch.
  • Express Shipping: approx. 1–3 business days after dispatch (where available).

Delivery timeframes are estimates only and may vary due to carrier delays, public holidays, or regional areas.

International Shipping

We may offer international shipping to selected countries. Shipping rates and estimated delivery times will be shown at checkout, based on your location.

International customers are responsible for any customs duties, taxes, or import fees charged by their local authorities.

Shipping Rates

Shipping rates are calculated at checkout based on your delivery address and the shipping method selected.

Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email with tracking details (where tracking is available). Please allow up to 24–48 hours for tracking information to update.

Incorrect Shipping Information

Please double-check your shipping address at checkout. If you notice an error, contact us as soon as possible at hello@naela.com.au. We will do our best to assist, but we cannot guarantee changes once an order has been processed.

Lost or Delayed Parcels

Once an order has been handed to the carrier, shipping timelines and delays are outside of our control. If your parcel appears lost or significantly delayed, please contact the carrier first using your tracking number, then reach out to us if you need further assistance.

Damaged Parcels

If your parcel arrives visibly damaged, please take clear photos of the outer packaging and the products inside, and contact us within 7 days of delivery at hello@naela.com.au

Pre-Orders & Backorders

From time to time, certain products may be offered as pre-orders. Shipping timeframes for pre-order items will be indicated on the product page. Orders containing pre-order items will generally be shipped together when all items are available, unless otherwise specified.

Changes to This Policy

NAELA reserves the right to update this Shipping Policy at any time. Changes will be posted on this page with an updated “Last updated” date.

Last updated: [18/11/2025]