Shipping policy

It's important to start by clarifying that Potential delays due to a high volume of orders and postal service problems that are outside of our control.

All orders are processed within 5 to 10 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.

Your order processing times are separate from the shipping times seen at checkout.

Domestic Shipping Rates and Estimates

Shipping charges for your order will be calculated and displayed at checkout. Estimated delivery time will be confirmed by shipping provider.

We don't offer $ flat rate shipping.

Shipping option	Estimated delivery time	Price
Sendle	TBC to TBC business days	$TBC
Australia Post	TBC to TBC business days	$TBC
Express	TBC to TBC business days	$TBC

Local delivery

We do not offer local delivery at the moment.

In-store pickup

You can skip the shipping fees with free local pickup at The NEL Group, PO Box, 132, Gidgegannup, WA, 6083. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 5 to 10 business days. We will send you an email when your order is ready along with instructions.

Our in-store pickup hours are TBC from Monday to Friday. Please have your order confirmation email with you when you come.

International Shipping

We do not offer international shipping at the moment.

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination. The NEL Group is not responsible for these charges if they are applied and are your responsibility as the customer.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

If you haven’t received your order within 14 days of receiving your shipping confirmation email, please contact us at sarah@thenelgroup.au with your name and order number, and we will look into it for you.

Shipping to P.O. boxes

Our carriers can not ship to P.O. Boxes.

Refunds, returns, and exchanges

We do not accept returns as we are unable to exchange or refund items if you change your mind. We may be able to offer a different solution if this based on a reaction within 10 days of notice upon delivery.

In the event that your order arrives damaged in any way, please email us as soon as possible at sarah@thenelgroup.au with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don't hesitate to contact us at sarah@thenelgroup.au.