Frequently Asked Questions
Q: Does your store have a physical location?
A: Our store is entirely online. We do not operate physical storefronts, offering a seamless shopping experience from the comfort of your home.
Q: What payment options are available?
A: We offer a variety of payment methods to suit your needs:
- Credit or debit cards (Visa, MasterCard)
- Manual Electronic Funds Transfer (EFT)
- Instant EFT
- Bank deposits
Q: How can I track my order?
A: Once your order has been dispatched, you will receive a notification with a tracking link. Click the link to view the current status of your delivery.
Q: Can I exchange an item I purchased?
A: For size exchanges, please contact our Customer Support team. We will do our best to assist you.
Q: What is your return policy?
A: We do not offer refunds for change of mind or incorrect sizing. If you receive a damaged, defective, or incorrect item, please contact us within 10 days of delivery at hello@getnuvella.store with your order number, a description of the issue, and clear photos. Approved claims are resolved within 3 business days with a free replacement or store credit.
Q: Are there any items that cannot be returned or exchanged?
A: For hygiene reasons, earrings are final sale and cannot be returned or exchanged. Items that have been altered, repaired, or modified are also ineligible.
Q: What delivery service do you use?
A: Delivery is handled by our courier partners, depending on your location and supplier. Orders are dispatched within 2–3 business days and delivered within 7–14 business days. A tracking link will be sent once your order is on its way.
Q: Do you ship internationally?
A: We currently ship within South Africa only. International shipping is coming soon - stay tuned.
Q: What should I do if I receive the wrong item?
A: Please contact our Customer Support team as soon as possible. We will work swiftly to resolve the issue.
Q: Is it safe to shop on your website?
A: Yes. Our website uses encryption and security measures to protect your personal information at every step.
Q: Do you offer gift wrapping services?
A: We do not currently offer gift wrapping. If this is something you are interested in, please reach out to us at hello@getnuvella.store.