Shipping policy
Nelux is dedicated to delivering your orders quickly and securely, working with trusted shipping partners to ensure a smooth experience. For shipping information and conditions, please see the details below.
Processing Time
Orders are processed within 1 business day, excluding weekends and holidays. Once your order is processed, you will receive a confirmation email with tracking information.
Shipping Rates & Delivery Estimates
We provide free standard shipping on every order.
Standard/International Shipping:
Europe: 5-9 business days
Middle-East: 6-9 business days
North America: 6-10 business days
- México: 7-15 business days
South America: 7-15 business days
-
Colombia: 20-28 business days
Asia: 5-9 business days
Oceania: 6-10 business days
Please note that delivery times may vary due to customs processing and unforeseen delays.
Order Tracking
Once your order has been shipped, you will receive a tracking number via email. You can track your order through our website or the carrier's website.
International Shipping
We ship worldwide! However, customs fees, import duties, and taxes may apply depending on your country’s regulations. These charges are the responsibility of the customer.
Lost or Stolen Packages
Once your package has been marked as delivered by the carrier and a valid Proof of Delivery (POD) has been issued, Nelux Cosmetics is no longer responsible for the package. This includes packages stolen from a doorstep, porch, gate, mailroom, or any other location after delivery has been completed.
If you believe your package was stolen after delivery, you must take the following steps before we can review your case:
1. File a formal complaint or theft report with the shipping carrier (USPS, UPS, FedEx, DHL or local equivalent), or with your local police if applicable.
2. Request a Proof of Loss, Lost or Stolen Package Form, or equivalent written confirmation from the carrier.
3. Submit the documentation, together with your order number, to info@neluxcosmetics.com within 7 days of the marked delivery date.
Customers who purchased Shipping Protection at checkout and who complete the above steps may be eligible
for a replacement, subject to our review and approval. Customers without Shipping Protection are not eligible for
a replacement or refund for packages marked as delivered.
Misdelivered Packages
If your package was marked as delivered but was delivered to an address that is not yours, we may be able to help but only if all of the following conditions are met:
1. You contact us within 7 days of the marked delivery date at info@neluxcosmetics.com.
2. You provide photographic evidence showing that the location in the carrier's Proof of Delivery photo is not your address. Acceptable evidence includes a Google Street View screenshot of your home, a clear photo of your front door, gate, or building entrance, or any other documentation that allows us to compare locations.
3. You purchased Shipping Protection at checkout. If all three conditions are met and the misdelivery is confirmed, we will arrange a replacement at no additional cost.
If you did not purchase Shipping Protection, you may still file a complaint with the carrier directly. Nelux
Cosmetics is not liable for carrier-side delivery errors once the carrier has marked the package as delivered.
Shipping Protection
Nelux Cosmetics offers free standard shipping on every order. At checkout, customers can optionally add Shipping Protection for a small fee. This protection covers your order against the following events while the package is in transit:
• Loss of the package in transit (carrier confirms package cannot be located)
• Theft of the package in transit (before delivery is marked complete)
• Damage to the package or its contents during transit
• Misdelivery to a wrong address (subject to evidence requirements below)
Shipping Protection does not cover:
• Packages that have been marked as delivered by the carrier with valid Proof of Delivery (POD), unless the criteria under Lost or Stolen After Delivery or Misdelivered Packages below are met
• Incorrect shipping addresses entered by the customer at checkout
• Packages refused at delivery by the recipient (see Refund Policy)
• Customs delays, seizures, or import-related issues
To file a Shipping Protection claim, contact info@neluxcosmetics.com within 7 days of the expected or marked delivery date with your order number, tracking link, and a description of the issue. Claims submitted outside this window may not be eligible for review.
Order Cancellation
While we understand plans can change, we typically cannot cancel orders once they're placed due to our automated fulfillment system. Orders begin processing immediately after purchase.
Note for Packaging Damage
Your satisfaction matters to us. We take great care packaging each order to ensure safe delivery. While we protect every item, please note: if only the outer packaging is damaged but the product works perfectly, it won't qualify for a replacement or refund.
Questions? Contact us at info@neluxcosmetics.com
