Shipping
Shipping costs vary depending on the destination country and will be displayed at checkout.
You can find the estimated delivery dates for each item at the time of checkout. These are only estimates and actual delivery times may vary due to exceptional circumstances. Contact us at at nuria@nur-nuriaduchene.com if you would like feedback from NUR on the exact shipping times.
Once your order is ready to be shipped, we will send an email with specific tracking information for your order.
In case of lost shipment, NUR by Nuria du Chêne is not responsible for the associated cost; this must be handled directly with the carrier.
If you live in Italy, every item you purchase from NUR will be shipped within a maximum of 7 business days. A few exceptions may apply.
Returns and refunds
Policies
For a refund, NUR accepts returns of undamaged items, with no signs of use. Please note that personalized and exchanged products cannot be returned.
If the original order was below the €100 threshold for free shipping, the shipping fees will be excluded from the refund. If a partial return brings the total amount paid below €100, the shipping cost will be deducted from the refund based on the local shipping rate.
Specific conditions for each product category:
Candle
Please do not damage the wick, light the candle, or damage the label applied to the glass jar.
Diffuser
The diffuser must not have been used. Please do not damage the label applied to the bottle. Also, make sure to reseal the diffuser with the original cap before returning it.
Process
To schedule a free return, send an email to info@nur-nuriaduchene.com
You can either schedule a free DHL pickup at your chosen address and time, or drop off the package at the nearest DHL access point.
If your return is not securely packed and properly protected and subsequently arrives damaged, NUR reserves the right to reject the return and therefore will not process the refund.
Returns are free for customers in Italy. You have 14 days from the delivery of an item to initiate a return.
Refunds
Refunds will be issued in the same currency as the original purchase. Any differences in the refunded amount due to exchange rate fluctuations will not be reimbursed.
We will issue your refund once NUR confirms receipt of the returned item. Items will be refunded if received by the brand in unused condition.