Delivery Information

I have placed my order, when will I receive it?

UK ORDERS: Our orders are usually dispatched the same business day if placed before 1pm.  Delivery is between 1-5 business days from the date of postage.

INTERNATIONAL ORDERS: Orders have a 3 day processing time and delivery times take effect after the order has been processed and shipped. So if you order on a Monday before 12pm, the item will be shipped out on Wednesday and can take between 6-30 days delivery to your country depending on the speed of delivery you select at checkout. 

After you place an order you will receive an email with your tracking details.

Please be aware that if you have purchased an item that is on pre-order you will receive the product within 3-5 working days from the date it is in stock. You can find the stock date on the product purchase page or your order confirmation email.

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.

Do you post internationally?

Yes, we ship worldwide. 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 - 30 days depending on the method you choose at checkout. 

You will be provided with tracking information and 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. 

FREE WORLDWIDE SHIPPING: Although we offer worldwide shipping we cannot offer free shipping to the following destinations due to the cost:

1) South Africa

2) Hong Kong

We can offer free worldwide shipping to any other destination in the world except those. 

Returns Policy:

In the unlikely event that you wish to return your item, please reach out to our customer services team

All returns must be approved by our team and a return number issued before any item is returned to us.

Any returns received without a return number clearly marked on the return parcel will delay our process.

Please note that our Collab Baby Bottle and Bottle Warmer is non-refundable in the event that the seal is broken for hygiene reasons.

Unwanted Items

If you decide that your item/s you have purchased aren’t what you are looking for, you have 7 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 contact us to start the returns process.

Please note that we do not issue refunds for used products, your item must be unopened and in the original packaging due to hygiene reasons. 

We do not cover the cost for returning the products to us, and we recommend that you obtain a proof of postage receipt when sending the items back, as we do not accept responsibility for products lost or damaged in the transit.

Faulty/Damaged Items

In the first instance, please contact us as soon as possible if you receive a damaged or faulty item so that we can start to resolve the issue. All damaged or faulty items must be reported to us within 14 days of purchase and we will only issue refunds to customers who's product is faulty. 

Refunds

We may not confirm that we have received your returned parcel. Upon receipt of your items it can take up to 10 working days to process. Refunds will be made back to the payment method used to make your purchase. Refunds can take up to 5 working days to appear in your account once processed.

Please note that as shipping costs are not retrievable, we are unable to refund these costs for any returns which do not contain faulty or damaged items. Only if the item is found to be defective will the original return shipping costs be refunded.

Cancellations

If you would like to cancel your order, please let us know urgently!

If we have already begun processing your order, we will be unable to cancel it, and you will be liable for the cost of returning the unwanted items.

Undelivered items:

If your order is not delivered due to courier issues and you require a refund, 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. We advise you to reclaim this cost back from the courier who attempted delivery or failed to deliver your parcel.