Delivery & Returns
We want your experience with Nel Maison to feel simple, considered, and reassuring — from checkout to unboxing.
Below you’ll find everything you need to know about delivery, returns, and refunds.
Delivery
Shipping Locations
We currently ship within Australia.
International shipping may be introduced in the future.
Processing Times
Orders are typically processed within 1–3 business days, excluding weekends and public holidays.
During busy periods or launches, processing times may be slightly longer. If there are any significant delays, we’ll be in touch.
Shipping Times
Delivery times are estimates only and may vary depending on your location and external factors beyond our control.
Standard Shipping (Australia): estimated 3–7 business days
Express Shipping (Australia): estimated 1–3 business days (if offered at checkout)
Once your order has been dispatched, you’ll receive a shipping confirmation email with tracking details.
Shipping Costs
Shipping costs are calculated at checkout and displayed before payment is completed.
Authority to Leave & Risk
If you select “authority to leave”, Nel Maison is not responsible for parcels once delivery has been confirmed.
Risk in the goods passes to you upon delivery.
Please ensure your delivery details are correct at checkout. We are not responsible for orders delivered to incorrectly supplied addresses.
Lost or Delayed Parcels
While we do our best to assist, Nel Maison is not responsible for delays, lost, or stolen parcels caused by postal or courier services once the order has been dispatched.
If your parcel appears delayed or missing, please contact us and we’ll assist where possible.
Returns & Refunds
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
You are entitled to a refund, replacement, or repair if a product:
Is faulty or defective
Is significantly different from its description
Does not perform as reasonably expected
In these cases, return shipping costs will be covered by Nel Maison.
Change of Mind Returns
We understand that sometimes a purchase may not be right for you.
Change-of-mind returns may be accepted provided that:
The item is unused and in original condition
Original tags and packaging are intact
The return request is made within 14 days of delivery
Change-of-mind returns are subject to approval and return shipping costs are the responsibility of the customer.
Sale items are final sale and not eligible for change-of-mind returns unless required under Australian Consumer Law.
How to Request a Return
To request a return, please email hello@nelmaison.com with:
Your order number
A brief description of the issue or reason for return
Photos (if the item is faulty or damaged)
We’ll guide you through the next steps.
Refunds
Once your return is received and approved, refunds will be processed to the original payment method.
Please allow 5–10 business days for funds to appear in your account, depending on your payment provider.
Exchanges
If you’d like to exchange an item (subject to availability), please contact us before returning your order so we can assist.
Pre-Orders (If Applicable)
If an item is listed as a pre-order, estimated shipping dates will be clearly stated on the product page.
By placing a pre-order, you acknowledge and accept that delivery times may change.