Nuvelio Customer Service Information
Nuvelio Customer Service Information
This page provides general information about Nuvelio orders, shipping, tracking, returns, replacements, refunds, cancellations, and other common customer service questions.
For individual order support, contact contact@nuvelio.com and include your order number whenever possible.
Shipping & Delivery
How long does delivery take?
Once an order has been shipped, the normal expected delivery timeframe is approximately 7–12 business days.
Delivery times are estimates and may occasionally vary depending on the destination, local delivery network, customs processing, or other circumstances during transit.
How can I track my order?
Orders can be tracked through the Nuvelio tracking page:
https://nuvelio.com/apps/tracking
If you already have your tracking number, the direct tracking link follows this format:
https://nuvelio.com/apps/tracking?nums=TRACKING_NUMBER
Replace TRACKING_NUMBER with the tracking number provided for your order.
My order is still in transit
If your order has been in transit for fewer than approximately 13 days, it is normally still within or close to Nuvelio’s expected delivery timeframe.
Tracking information may occasionally go several days without a new scan while a parcel moves between shipping hubs.
A temporary lack of tracking updates does not necessarily mean that the parcel has stopped moving.
My order has been in transit for more than 13 days
Occasionally, a shipment may take longer than the normal delivery timeframe.
If the parcel is still showing as in transit after approximately 13 days, it may require up to approximately another 10 days to arrive.
Customers can continue following the latest shipment information through their tracking link.
If the parcel remains delayed for an unusually long period or the tracking indicates a problem, contact contact@nuvelio.com with your order number.
My tracking recently updated
When tracking shows that a parcel is progressing through the delivery network and getting closer to its destination, delivery will often take approximately 3–7 additional business days.
This is an estimate rather than a guaranteed delivery date.
The most recent tracking information should always be used when available.
My tracking number is not showing updates yet
Tracking information may not appear immediately after an order has been prepared for shipment.
It can take some time for the first carrier scan to appear.
Once the parcel enters the carrier network, tracking information should begin updating.
My order has not shipped yet
If an order has not yet been fulfilled or dispatched, tracking information may not be available yet.
Once the order ships, tracking details will be provided so the delivery can be followed.
If an order appears to have remained unfulfilled for an unusually long time, contact contact@nuvelio.com.
Can my order arrive in more than one package?
Yes. Some orders may be divided into multiple shipments.
This means that one item may arrive before another even though both were purchased in the same order.
When multiple tracking numbers are available, each shipment should be tracked separately.
If only part of an order has arrived, check whether the remaining item has a separate tracking number before reporting it as missing.
My tracking says “Out for Delivery”
If tracking shows Out for Delivery, the parcel has normally reached the final local delivery stage.
It will generally be delivered soon, but the exact delivery timing depends on the local carrier and cannot be guaranteed.
A delivery attempt failed
If tracking shows an unsuccessful delivery attempt, check the tracking page for:
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Redelivery instructions
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Pickup instructions
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Local carrier information
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Any action required from the recipient
If the parcel is being held at a local pickup point or post office, it should be collected as soon as possible.
If you need additional assistance, contact contact@nuvelio.com.
My parcel is waiting for pickup
If tracking shows that the parcel is waiting at a post office, service point, or other pickup location, please follow the carrier’s instructions and collect it as soon as possible.
Uncollected parcels may eventually be returned to the sender.
My parcel was returned because it was not collected
If a parcel is returned after it was not collected, contact contact@nuvelio.com with your order number.
Our team can review the available reshipping options.
Additional shipping costs may apply depending on why the parcel was returned.
My order was returned to sender
If tracking shows that an order is being returned to sender, contact contact@nuvelio.com with your order number.
The available solution depends on the reason for the return.
Possible next steps may include correcting delivery information or arranging another shipment.
Delivered Orders
Tracking says delivered, but I cannot find the parcel
If tracking shows the parcel as delivered but you cannot locate it, first check:
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Your mailbox
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Around the entrance or property
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Any safe delivery location
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Reception or front desk
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Other members of your household
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Neighbours who may have accepted it
If the parcel still cannot be located, contact contact@nuvelio.com with your order number.
Nuvelio can review the available delivery information and determine the appropriate next step.
A replacement or refund is not automatically guaranteed solely because tracking shows a delivery that cannot immediately be located.
Address Changes
Can I change my shipping address?
Address changes are easiest before an order has entered the shipping process.
If the order has not shipped
An address change should normally still be possible.
Provide the complete new shipping address as soon as possible.
If the order was only recently processed
There may still be an opportunity to update the address, but the change cannot be guaranteed once fulfillment has begun.
If the order has already been in transit for more than 24 hours
An address change may no longer be possible.
Contact contact@nuvelio.com immediately with:
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Your order number
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Your full name
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Your complete new shipping address
Nuvelio will check whether a change is still possible.
What information should I provide for an address change?
Please provide the complete corrected address, including where applicable:
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Full name
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Street name
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House or building number
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Apartment or unit
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City
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State or region
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ZIP or postal code
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Country
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Phone number
Incomplete address information may delay delivery.
What happens if I entered the wrong address?
If an order cannot be delivered because the shipping information provided during checkout was incorrect or incomplete, contact contact@nuvelio.com.
Nuvelio can review whether the parcel can be redirected or reshipped.
Additional shipping costs may apply when a new shipment is required because of incorrect customer-provided address information.
Returns
What is Nuvelio’s return period?
Return requests should be made within 30 days of delivery.
Customers should contact Nuvelio within this period if they wish to request a return.
How do I return an item?
Please contact Nuvelio before sending an item back.
Email:
Include:
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Your order number
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The item you wish to return
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The reason for the return
Our team will provide the correct return instructions.
Do not send a parcel to an address found elsewhere without first receiving the appropriate return information for your order.
Who pays return shipping?
For standard returns, return shipping costs are normally the responsibility of the customer.
Any exception depends on the circumstances of the order and must be confirmed by Nuvelio.
Do not assume that a prepaid return label will automatically be provided.
I am outside the 30-day return period
Nuvelio’s standard return request period is 30 days from delivery.
Requests received after this period can still be sent to contact@nuvelio.com, but acceptance outside the normal period is not guaranteed.
Size Replacements
My item does not fit. Can I get another size?
If you need a different size, email:
Include:
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Your order number
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The item concerned
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The exact replacement size you need
Our team will review the available replacement option.
Availability of a particular replacement size cannot be guaranteed until confirmed.
I received a different size from the one I ordered
If the product received does not correspond with the size ordered, contact:
Include:
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Your order number
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A photo of the product or size information if requested
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The size you ordered
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The size you received
Our team can review the order and arrange the appropriate next step.
Damaged or Defective Products
My item arrived damaged
If an item arrives damaged, defective, torn, broken, or otherwise faulty, email:
Please include:
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Your order number
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A brief description of the problem
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A clear photo showing the damage
Nuvelio will review the issue and determine the appropriate replacement or other resolution.
Providing a clear photo helps our team resolve the issue more quickly.
My product developed a problem after use
If a product develops a problem after being worn or used, contact contact@nuvelio.com with:
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Your order number
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A description of what happened
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A clear photo where possible
The request will be reviewed based on the circumstances and when the order was delivered.
Wrong or Missing Items
I received the wrong product
If you received the wrong:
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Product
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Color
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Size
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Variant
contact contact@nuvelio.com.
Include:
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Your order number
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A clear photo of the item received
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A description of what you originally ordered
Our team will check the received item against the order and arrange the appropriate next step.
An item is missing from my order
First check whether the order was divided into multiple shipments.
If no separate shipment exists and an item appears to be missing, email:
Include:
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Your order number
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The missing item
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Details of what was received
A photo of the package or received items may sometimes help with the review.
Refunds
How do I request a refund?
Email:
Include:
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Your order number
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The reason you are requesting a refund
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Any relevant photos or information
Refund requests are reviewed according to the circumstances of each order.
Submitting a refund request does not automatically mean that the refund has already been approved.
When is a refund confirmed?
A refund is only confirmed once Nuvelio has reviewed and approved the request.
Customers should not assume that a refund has been processed until confirmation has been provided.
Are original shipping charges refundable?
Original shipping charges are normally non-refundable.
Exceptions may occasionally be considered depending on the circumstances of the order.
Any exception must be confirmed by Nuvelio.
Order Cancellations
Can I cancel my order?
If the order has not yet entered the shipping process, cancellation may still be possible.
Contact contact@nuvelio.com as soon as possible with your order number.
Can I cancel an order that has already shipped?
Once an order has entered transit, cancellation can no longer be guaranteed.
Contact contact@nuvelio.com so the team can review what options remain available.
Do not consider an order cancelled until Nuvelio has confirmed the cancellation.
Order Changes
Can I change the size, color, or item after ordering?
Changes may be possible while an order is still unfulfilled.
Possible order modifications include:
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Changing size
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Changing color
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Changing quantity
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Removing an item
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Changing a product variant
Contact contact@nuvelio.com as soon as possible.
Once fulfillment or shipping has begun, changes may no longer be possible.
Payment Questions
I think I was charged twice
If you believe you were charged more than once, contact contact@nuvelio.com with your order number.
Before assuming a duplicate charge occurred, check whether:
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Two separate orders were placed
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One transaction is still pending
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One of the transactions is a refund or reversed authorization
Nuvelio can review the payment records connected with the order.
My payment failed
An order is only confirmed after a payment has been successfully completed.
If payment fails, try again using one of the available payment methods at checkout.
Nuvelio will never ask you to send your:
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Full card number
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CVV
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Banking password
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PayPal password
through customer service chat or email.
Discounts
My discount code is not working
Discount codes may be subject to conditions such as:
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Eligible products
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Expiration dates
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Minimum order requirements
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One-time-use restrictions
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Restrictions on combining multiple discounts
If a valid code is not working, contact contact@nuvelio.com and include the code you are trying to use.
I forgot to use my discount code
If you completed your purchase without entering a discount code, contact:
Include:
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Your order number
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The discount code you intended to use
Nuvelio can check whether anything can still be done, but retroactive discounts are not guaranteed.
Customs & International Delivery
My shipment is being held by customs
Some international shipments may occasionally require additional information or action for customs clearance.
If you receive a customs notice, contact:
and include:
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Your order number
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A copy or photo of the customs notice
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Any information requested by the carrier or customs authority
Nuvelio will review what applies to the shipment.
Will Nuvelio reimburse customs charges?
Customs and import requirements vary by country and shipment.
Do not assume that customs fees, duties, or related charges will automatically be reimbursed.
If you have received an unexpected customs charge, contact contact@nuvelio.com with your order number and the relevant notice or invoice so the situation can be reviewed.
Product Information
Where can I find sizing, materials, and product details?
The current product page should be used as the primary source for:
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Material composition
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Available sizes
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Size charts
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Colors
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Product measurements
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Product features
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Care instructions
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Current availability
Product details can vary between items, so information from one Nuvelio product should not automatically be applied to another.
Is an item currently in stock?
Current product availability should be checked directly on the Nuvelio product page.
If a particular size or color is unavailable, there may not always be a confirmed restock date.
General Customer Service
For questions about an individual order that cannot be answered using the information above, contact:
For the quickest review, include:
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Your order number
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A short explanation of the issue
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Any relevant photos
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Your corrected address or requested replacement size when applicable
Please do not send the same request repeatedly if you have already provided all necessary information.
Nuvelio’s goal is to provide a clear and appropriate resolution based on the specific circumstances of each order.