Shipping Policy

Last Updated: July 21, 2026

At Nuve House, we are committed to providing a dependable, secure, and transparent delivery experience. We work closely with our fulfilment and delivery partners to process and deliver your order as efficiently as possible.

This Shipping Policy applies exclusively to orders delivered within Australia.

Shipping Overview

The following estimated processing and delivery timeframes apply to orders within Australia:

Order Cut-Off Time: 4:00 pm Australian Eastern Time
Handling Time: 1–3 business days, Monday to Friday
Estimated Transit Time: 4–9 business days, Monday to Friday
Shipping Fee: Free
Estimated Total Delivery Time: 5–12 business days

Orders submitted after the daily cut-off time may begin processing on the following business day.

Business days exclude Saturdays, Sundays, Australian public holidays, and any public holidays observed at the location of our fulfilment facility or delivery partner.

The delivery timeframes displayed above are estimates and begin once your order has been successfully confirmed. Although we aim to deliver every order within the estimated timeframe, delays may occasionally occur due to circumstances outside our reasonable control.

These circumstances may include:

• Increased demand or promotional periods.
• Public holidays.
• Severe weather.
• Carrier or customs delays.
• Incorrect or incomplete delivery information.
• Remote or regional delivery locations.
• Operational disruptions affecting our fulfilment or delivery partners.

Placing an Order

To protect your payment and personal information, orders must be placed through our online store. We do not currently accept orders by telephone or email.

To place an order:

1. Select the product or products you would like to purchase.
2. Choose the relevant options, where applicable.
3. Add the products to your shopping cart.
4. Proceed to the secure checkout.
5. Enter or confirm your contact, delivery, and payment information.
6. Review your order carefully and complete your purchase.

Once your order has been placed successfully, an automated order-confirmation email will be sent to the email address provided during checkout.

Please review this confirmation carefully and contact us immediately if any information is incorrect.

Order Processing

Orders are generally processed within 1–3 business days.

Processing may include:

• Payment verification.
• Order verification.
• Product preparation.
• Quality checks.
• Packaging.
• Handover to the relevant delivery partner.

You will receive a separate shipping-confirmation email once your order has been dispatched.

Please note that receiving an order-confirmation email does not mean that the order has already been shipped.

Shipping and Delivery Partners

Nuve House works with trusted international and local fulfilment and delivery partners.

Some products may be dispatched from fulfilment centres located outside Australia. The dispatch location may vary depending on product availability, the product ordered, and the most appropriate available delivery route.

The delivery provider used for your order may depend on:

• The product ordered.
• Your delivery location.
• Product availability.
• The fulfilment facility.
• The most appropriate available delivery route.

Your order may be transferred between different delivery providers during transit. The final stage of delivery may be completed by Australia Post or another local postal or courier service.

The relevant tracking information will be provided in your shipping-confirmation email once it becomes available.

Order Tracking

Once your order has been dispatched, you will receive a shipping-confirmation email containing a tracking number or tracking link.

Tracking information may take between 24 and 72 hours to become active after dispatch, depending on the delivery provider.

You can use the tracking information to follow the progress of your order. Please be aware that tracking updates may occasionally be delayed and may not appear in real time at every stage of transit.

If your tracking information has not updated for an extended period, please contact us at info@nuvehouse.com.

Multiple Packages

Orders containing multiple products may occasionally be shipped separately due to product availability, package size, or different fulfilment locations.

As a result:

• Products from the same order may arrive on different days.
• You may receive more than one shipping-confirmation email.
• Each package may have a separate tracking number.

You will not be charged additional shipping fees when we choose to divide your order into multiple packages.

Address Accuracy

Customers are responsible for providing a complete and accurate delivery address during checkout.

Before completing your purchase, please carefully check:

• Your full name.
• Street name and house or unit number.
• Suburb.
• State or territory.
• Postcode.
• Country.
• Email address.
• Telephone number.

Nuve House is not responsible for delivery delays, failed deliveries, or lost packages caused by incorrect or incomplete information provided by the customer, except where responsibility cannot legally be excluded.

If an order is returned to the sender because of an incorrect or incomplete address, failed delivery attempt, refusal of delivery, or failure to collect the package, we will contact you after the order has been returned to the relevant fulfilment facility.

Additional delivery or handling costs may apply if you request that the order be sent again. Any refund request will be assessed in accordance with our Return and Refund Policy and applicable consumer law.

Address Changes After Ordering

To request an address change, contact us as soon as possible at info@nuvehouse.com and include your order number and the correct delivery address.

If the Order Has Not Yet Been Processed or Shipped

We will make reasonable efforts to update the delivery address. However, address changes cannot be guaranteed once order processing has started.

If the Order Has Already Been Shipped

Once an order has been handed to a delivery provider, we may no longer be able to change or redirect the delivery address.

You may be able to request redirection directly from the delivery provider, but this depends on the provider’s policies and cannot be guaranteed by Nuve House.

Nuve House is not responsible for orders delivered to an address originally entered incorrectly by the customer, except where required by applicable law.

Delivery Attempts and Unclaimed Packages

The delivery provider may leave the package in a safe location, attempt redelivery, or take it to a collection point if nobody is available to accept the delivery.

It is the customer’s responsibility to monitor the tracking information and collect the package within any timeframe specified by the delivery provider.

Packages that are not collected may be returned to the sender. Additional shipping and handling charges may apply if you ask us to send the package again.

Delayed Orders

Occasional delays may occur during transit.

If your order has not arrived within the estimated delivery timeframe, please:

1. Review the tracking information.
2. Check whether the delivery provider has left a notice.
3. Check around the property or any designated safe location.
4. Ask other members of the household whether they accepted the package.
5. Contact the delivery provider using the tracking number.
6. Contact us at info@nuvehouse.com if further assistance is required.

Please allow a reasonable additional period during peak shopping seasons, public holidays, extreme weather events, customs processing, or major carrier disruptions.

If we become aware of a significant delay affecting your order, we will take reasonable steps to assist you and provide available information.

Lost Packages

If tracking indicates that your package has been delivered but you cannot locate it, please contact the delivery provider and then notify us at info@nuvehouse.com.

We may ask you to:

• Confirm the delivery address.
• Check with household members or neighbours.
• Check safe locations around the property.
• Contact the delivery provider.
• Provide supporting information required for an investigation.

We will work with the relevant delivery partner to investigate the matter where appropriate.

Any available replacement, refund, or other remedy will be determined based on the outcome of the investigation, the circumstances of the delivery, and your rights under applicable consumer law.

Damaged Packages

If your order arrives visibly damaged, please photograph:

• The external packaging.
• The shipping label.
• The internal packaging.
• The damaged product.

Contact us at info@nuvehouse.com as soon as possible and include your order number, a description of the issue, and clear photographs or videos.

Please retain the product and all packaging until our customer-service team has reviewed your request and provided further instructions.

Nothing in this section limits your rights under the Australian Consumer Law. A lack of original packaging will not automatically prevent you from receiving a remedy for a faulty, damaged, or incorrect product.

Order Cancellations

You may request cancellation within one hour of placing your order by emailing info@nuvehouse.com.

Cancellation cannot be guaranteed because orders may enter processing shortly after they are submitted.

Your order is only considered cancelled once you have received written confirmation from our customer-service team.

If the order has already been processed or shipped, you may need to wait until delivery and follow the procedure described in our Return and Refund Policy.

Australian Consumer Law

Nothing in this Shipping Policy excludes, restricts, or modifies any rights, consumer guarantees, or remedies available under the Australian Consumer Law that cannot legally be excluded, restricted, or modified.

Our delivery estimates and voluntary store policies operate in addition to any mandatory rights available to Australian consumers.

Where an order is not delivered within an agreed or reasonable period, you may have rights and remedies under applicable Australian consumer law.

Contact Information

For questions about shipping, tracking, delivery, or your order, please contact us using the following details:

Store Name: Nuve House
Company Name: Seta Services
Business Registration Number: 92397379
VAT Number: NL004950717B85
Email: info@nuvehouse.com
Phone: +61 2 9037 3833
Business Address: Damstraat 10, 2265 AH Leidschendam, The Netherlands
Customer Service Hours: Monday to Friday, 8:00 am–5:00 pm Australian Eastern Time / Saturday, 8:00 am–5:00 pm Australian Eastern Time

We aim to respond to customer enquiries within 24 hours.