Shipping policy
At Nuvia, we take great care in preparing and shipping every order.
This policy explains how we process, ship, and deliver your order to the United States.
1. Order Processing
Once your payment is confirmed, your order is passed to our team for preparation.
Standard processing time is 1 to 2 business days.
Orders placed over a weekend or public holiday may begin processing on the next business day.
Processing time is separate from shipping/transit time. Once your order ships, you'll receive an email with tracking information when available.
2. Delivery to the United States
Nuvia ships to addresses in the United States via international mail (Colissimo International).
If your address cannot be served, we may be unable to complete your order — you'll be notified before checkout is finalized if that's the case.
3. Shipping Methods & Costs
Available shipping options and their costs are shown at checkout, before you complete your order. Any shipping fees are clearly displayed before payment.
4. Delivery Time
The estimated delivery time for your order is shown before you confirm your purchase.
As a general guide, transit time to the United States is typically 7 to 10 business days after your order ships. This is in addition to the 1–2 day processing time described in Section 1, and does not include potential delays at customs.
We do our best to meet this estimate, but international shipping times can vary due to customs processing, carrier delays, or circumstances beyond our control.
5. Tracking Your Order
When a tracking number is provided by the carrier, we send it to you once your order has shipped.
Tracking information may take a few hours to update in the carrier's system. If your tracking doesn't show movement for an unusually long time, contact our customer service team at:
contact@feelnuvia.com
Please include your order number so we can look into it.
6. Customs, Duties & Import Taxes
Shipments to the United States may be subject to customs inspection. For most orders of this size and value, customs duties are unlikely to apply, but Nuvia cannot guarantee this, as it depends on U.S. customs regulations at the time of import. Any customs fees, if applicable, are the responsibility of the customer.
7. Late Delivery
If your order hasn't arrived within the estimated timeframe, please first check the tracking information provided by the carrier, then contact our customer service team. We'll look into your shipment and help resolve the issue.
8. Package Marked as Delivered but Not Received
If tracking shows your package as delivered but you haven't received it, contact us as soon as possible at:
contact@feelnuvia.com
We may ask you to check your mailbox, any secure drop-off locations, with household members, or with a neighbor, and to review the details provided by the carrier. We'll then open an inquiry with the carrier if needed to clarify the circumstances of delivery.
9. Loss or Damage in Transit
If your order arrives damaged, please contact our customer service team promptly with:
- your order number
- a description of the issue
- photos of the package
- photos of the affected product
This information helps us handle your request efficiently with the carrier.
10. Incorrect or Incomplete Address
Please double-check your shipping address before completing your order, including your name, street number and name, ZIP code, city, apartment number (if applicable), and any additional delivery instructions.
If you notice an error after placing your order, contact us as soon as possible at:
contact@feelnuvia.com
We'll try to update the address if the order hasn't yet been handed to the carrier. Once shipped, we cannot guarantee that an address change will still be possible.
11. Package Returned to Sender
A package may be returned to Nuvia if the address provided was incorrect or incomplete, the recipient is unknown at the given address, the package wasn't collected within the carrier's holding period, or delivery could not be completed.
In this situation, contact our customer service team and we'll review the circumstances to determine the best solution. If reshipping is required due to incorrect address information provided by the customer, additional shipping costs may apply.
12. Orders with Multiple Products
In some cases, an order containing several items may be shipped in multiple packages, each with its own tracking number. Receiving one package doesn't necessarily mean your full order has arrived.
13. Business Days
Unless stated otherwise, timeframes expressed in business days generally exclude Saturdays, Sundays, and French public holidays (as shipping originates from France). Timeframes may be affected by high-volume periods such as the year-end holidays, or by exceptional events affecting shipping networks.
14. Contact Us
For any question about the shipping or delivery of your order, contact our customer service team:
Nuvia Email: contact@feelnuvia.com
To help us process your request quickly, please include your order number.
