Shipping policy

Shipping Policy — Nellvo

At Nellvo, we work with trusted shipping partners to get your order to you safely and on time. Please read the details below so you know what to expect.

If you have any questions about your order, email us at support@kokoonrest.com — we usually reply within 24 hours on business days. Please contact us before opening a dispute with your bank — we can almost always resolve things faster directly.

1. Processing Time & Shipping

All orders go through an internal processing time of 1–3 business days before being handed to the carrier. Processing covers picking, quality control, packing, and order administration.

  • Processing time is counted from the next business day after your order is placed.
  • Orders placed on weekends or public holidays begin processing the next business day.

After processing, your order is handed to the carrier. Estimated delivery time is 7–14 business days depending on destination and carrier load.

Delivery times are estimates, not guarantees, and may vary due to destination, peak periods, or carrier delays.

2. Free Shipping

Nellvo offers free standard shipping on order over $50. 

3. Tracking & Delivery Confirmation

Once your order ships, you'll receive a confirmation email with a tracking number and link. Tracking information serves as confirmation that your order is in transit. We'll keep you updated on the progress of your delivery by email.

4. Carrier Responsibility & Delays

Once your parcel is handed to the carrier, responsibility for the physical delivery passes to them. We cannot control:

  • Carrier queues, capacity issues, or internal delays
  • Delays caused by peak season, severe weather, strikes, or other external factors
  • Routing, transfers, or sorting processes carried out by the carrier

These circumstances are outside our control. If a confirmed delay exceeds the stated delivery time, contact us at support@kokoonrest.com and we'll help with tracking and liaise with the carrier on your behalf.

5. Your Responsibilities as the Customer

To help your order arrive smoothly, you are responsible for:

  • Providing a correct and complete delivery address at checkout
  • Tracking your shipment and following its progress
  • Being available for delivery and any carrier notifications

We are not responsible for delays or failed deliveries caused by an incorrect or incomplete address.

6. Uncollected or Refused Parcels

Parcels that are not collected or are refused at delivery are treated as a cancellation of the order. In such cases, the customer is responsible for the actual return shipping cost and any associated handling charges, which may be deducted from any refund.

7. Missing, Damaged, or Not-Received Items

  • Claims for missing or damaged items must be reported within 14 days of delivery, with supporting documentation including photos and your order details.
  • Packaging damage alone does not qualify for a refund or replacement if the product itself is intact.
  • If tracking shows an order as "Delivered," responsibility passes to the recipient. In that case, you must file a claim with the carrier and provide proof of loss. Claims submitted more than 7 days after the "Delivered" status are not eligible.

Approved damage or loss claims are handled in line with applicable consumer law.

8. Lost Parcels

If the carrier officially classifies your parcel as lost, we'll offer either a replacement or a full refund depending on the situation.

9. Order Changes & Cancellations

Requests to change or cancel an order must be submitted within 12 hours of purchase. Once processing or shipping has begun, changes or cancellations may no longer be possible, and shipped orders cannot be cancelled in transit. This does not affect your right to request a refund after delivery — see our Refund Policy.

10. Chargebacks

To protect both customers and our business, we keep documentation of order confirmation, processing, carrier hand-off, and delivery status. This record is used to resolve queries and to dispute incorrect chargebacks.

Chargebacks are not intended as a method for cancellation, uncollected parcels, or delays caused by the carrier. Please contact us first at support@kokoonrest.com — we can almost always resolve the issue faster than a bank dispute.

11. Force Majeure

We are not responsible for delivery delays caused by circumstances beyond our control, including but not limited to natural disasters, war or government action, major technical or system disruptions, labour disputes, and unforeseen carrier capacity issues.

12. Contact

Questions about your delivery? Email support@kokoonrest.com — we aim to reply within 24 hours on business days.

By placing an order with Nellvo, you acknowledge and accept the terms of this Shipping Policy. This policy does not affect your statutory consumer rights.