Delivery Information

Delivery Zone

We currently deliver across the United Kingdom only.

Delivery Times

Orders are typically processed and dispatched within 8 to 15 business days from payment confirmation.
Please note that delivery times may vary depending on location and external factors such as holidays or extreme weather.

Shipping Option

• All orders are processed within 24 to 48 hours after purchase.

• UK Eco-Friendly Shipping

  • Flat rate: £4.95

  • Estimated delivery: 8 to 15 business days

  • High-demand periods may extend delivery times by 3–4 days.

This sustainable shipping option reduces environmental impact while ensuring reliable UK-wide delivery.

Order Tracking

A tracking link will be emailed once your order is dispatched.
You can also track your order via your account on our website.

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Receiving Your Order

Please inspect your parcel before signing or accepting it.

If the package appears damaged:

• Refuse delivery and inform the courier

• Contact us immediately so we can help

Important: Accepting a visibly damaged parcel may limit our ability to assist with damages.

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Delayed or Lost Orders

If your order appears delayed:

Before contacting us, please:

1. Check the tracking link provided in your dispatch email

2. Contact the courier directly for the most accurate delivery information

Lost Parcels

A parcel is considered “lost” only after the courier completes their official investigation and confirms the loss.

• Nesana cannot issue a refund or replacement until the courier completes this investigation.

• Investigation timelines vary by courier and may take up to 30 business days.

If the courier confirms that the parcel is lost, we will offer you the choice of:

• A replacement, subject to stock availability, or

• A refund to your original payment method

Incorrect Address / Failure to Collect

Nesana is not liable for delays, non-delivery, or lost parcels resulting from:

• Incorrect or incomplete shipping addresses entered at checkout

• Failure to collect the parcel from a pickup point

• Missed delivery attempts

• Refusal of delivery

If the parcel is returned to us due to any of the above reasons, a reshipping fee will apply.

Non-Trackable Orders

If tracking information is unavailable or not updated, this does not indicate that the parcel is lost. Tracking may only update when the package reaches certain checkpoints.

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Shipping to an Alternative Address

You may enter a different shipping address during checkout.

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Failed Deliveries

If delivery fails due to an incorrect address, repeated absence, or refusal, and the parcel returns to us, we will contact you.
Re-delivery fees may apply unless the issue was caused by us.

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Damaged or Incorrect Items

If you receive a damaged or incorrect item, notify us within 48 hours.
We will arrange a free return and offer:

• A replacement, or

• A full refund

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Contact

📧 contact.uk@nesanashop.com