Frequently Asked Questions
Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - you can do so by going to the cart and clicking "checkout".
Follow the instructions by providing us with delivery information and select your payment method - we will ship your package with your chosen delivery service and provide you with an email confirmation on completion.
Our support team is always happy to guide you at any step!
We delivers to multiple countries around the World.
Please note that if you are an international customer you will be responsible for any fees incurred for deliver into your country.
International shipping can take anywhere from 7 days - 45 days depending on the method you choose at checkout. You will be provided with tracking information when your order is shipped.
Should your package get held by customs we cannot refund you the cost of the product unless it is returned to us.
Please note that you (the customer) will be responsible for paying duties and taxes that may apply to your country. Nupeaa.com will not cover any additional costs incurred once shipped.
After placing an order you will be sent a confirmation via email which lists the ordered items, your billing and delivery address, as well as the chosen payment option.
Once your order has been sent you will receive an additional email confirming your shipment along with a tracking number for the chosen courier.
Finally, your purchase will be delivered to you, and we hope you will have lots of fun with your new items, don't forget to register your warranty. In case you are not happy with your purchase, you can simply initiate the return process.
Our orders are usually dispatched the same business day if placed before 12pm UK time. Delivery will take place between 1-5 business days from the date of postage depending on the delivery method chosen at checkout and the product category.
After you place an order you will receive an email with your tracking details.
Given the current circumstances with Covid-19, some of our couriers may be delayed so please be patient with them. If your UK order doesn’t arrive within 5 business days please contact the delivery courier using the tracking details sent to you in your delivery confirmation email.
For international delivery, you can expect your order to arrive within from 7 days - 45 days depending on the method you choose at checkout and the customs clearing process once it has arrived in your country. Please note that we cannot be responsible for orders held at customs, you will need to reach out to your courier directly to ascertain the reason.
You can select your preferred payment method at checkout.
- We accept secure payments for both local & international customers via Credit Cards, Debit Cards & PayPal.
- We also accept offline payments via direct bank deposit in the UK
Our payment methods are:
Mastercard, Visa, American Express, Apple pay, Google pay, Buy Now Pay Later with Klarna
International taxes might be applied depending on your country's taxes policy.
Customs duty is calculated as a percentage of the customs value of the goods:
The percentage or rate varies depending on the type of goods and country. You can check the tariff applicable in the TARIC database for EU and Import calculator for USA. The customs value is made up of:
- the price paid for the goods,
- the insurance cost,
- the shipping cost.
Please note that you (the customer) will be responsible for paying duties and taxes that may apply to your country. Nupeaa.com will not cover any additional costs incurred by your country/courier once shipped.
here can be several reasons as to why a payment by credit card is declined. For instance, a typo, an invalid card, missing verification or a technical error on our website.
We are happy to offer the following alternative payment options: PayPal, Buy Now Pay Later with Klarna.
The three-digit security code is located on the back of the card.
SEPA stands for Single Euro Payments Area. This is the name given to the new unitary regulation for national and European payment transactions. IBAN (International Bank Account Number) is a number that replaces all national account details (such as account number and bank sort number in Germany). BIC (Business Identifier Code) is an internationally standardised bank code (similar to the bank routing code) which clearly identifies payment providers around the globe.
International shipping can take anywhere from 7 days - 45 days depending on the method you choose at checkout.
Our orders are usually dispatched the same business day if placed before 12pm UK time. Delivery is between 1-5 business days from the date of postage.
After you place an order you will receive an email with your tracking details.
Given the current circumstances with Covid-19, some of our couriers may be delayed so please be patient with them. If your order doesn’t arrive within 5 business days please contact the delivery courier using the tracking details sent to you in your delivery confirmation email.
We offer FREE shipping and delivery on a limited number of our products. If your item is eligibale for free shipping it will be mentioned on the product page.
All other products delivery pricing will be calculated at checkout.
If you would like to check whether your order has been placed correctly, you can see this in the order confirmation sent by us via email.
Your orders are also listed in your customer account and can be found under »orders«.
In case you have any further questions concerning your order, feel free to reach out to our customer service at any time via our contact form and we will be happy to help you out.
We provide a tracking link once your product has been shipped or posted. If you do not receive the tracking link after the specified shipping time feel free to reach out to our customer service via our contact form, we will be happy to help you out.
For UK orders:
For International Orders:
DHL Express Air
TNT Express Air
Please note that some couriers hand over international orders sent with them to other partners. For example USA orders shipped with TNT will usually be handed over to TNT Express. Italy Orders sent with DPD will usually be handed over to Italy Post etc. Once these items have been handed over we no longer have ANY control over the tracking and you will need to reach out to the courier who has your product directly.
Your 100% satisfaction is important for us. We offer a 30-days Return & Exchange Policy:
- If a product gets damaged or was faulty upon a delivery - we offer 100% refund once the product has been returned to us.
- Timing: we have a 30-days Return & Exchange Policy, since the day item was received.
- To be eligible for a return, goods must be unopened, unused, undamaged and accompanied by proof of purchase.
- For returns, please get in touch with us via our contact form to initiate a return with the subject 'Returns' and include your order number, you will be provided with a ticket number. Don't forget to include your name and the reason for the return.
- We will provide you (the customer) with instructions where to send returned goods. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations. Should your package be lost and you do not have proof of postage we will not be able to issue a refund or exchange.
- Please note that customers are responsible for shipping costs of returned items from abroad, or if the issue occurs after 30 days.
- When returned item is received and inspected, customer will receive a confirmation email of the refund or exchange, this can take up to 14 days to be be processed.
- If the refund is approved, then it will be processed to the original payment method.
Please note that our Collab Baby Bottle and Bottle Warmer is non-refundable in the event that the seal is broken or signs of usage are visible for hygiene reasons, on return of the item we will inspect the products thoroughly using UV light to ascertain whether the product has been used. Should our results show the product has been used we will not issue a refund.
If you decide that your item/s you have purchased aren’t what you are looking for, you have 14 days from when you receive the item/s to return them back to us unopened. They must be unused and in their original condition. The returned product/s must include all the contents including instructions and packaging. You must to start the returns process.
We do not cover the cost for returning the products to us, and we would recommend obtaining a proof of postage receipt when sending the items back, we do not accept responsibility for products lost or damaged in the transit.
If you would like to cancel your order, please let us know urgently!
If we have already began processing your order, we will be unable to cancel it, and you will be liable for the cost of returning the unwanted items to us.
It happens occasionally and we understand. So, if your order is not delivered due to courier issues after the specified delivery time, we will be willing to issue a refund to you less the cost of the shipping as this is still payable to the courier in the event of lost or undelivered items. Should you wish to receive another product we may be able to send a replacement with a different courier.
Reach out to us to let us know which payment method you prefer.