Shipping policy

Last Updated: 01/06/2026

This Shipping Policy is part of our Terms & Conditions. By placing an order with Nerulia ("we," "us," "our"), you agree to the terms below. Nothing here affects your statutory rights as a consumer.

1. Where We Ship

We currently ship to addresses within the United Kingdom, and delivery is free.

2. Order Processing

Orders are usually processed within 1–3 business days, excluding weekends and holidays. Processing may take a little longer during busy periods or product launches. Processing time is separate from delivery time. If there's a significant delay, we'll let you know by email.

3. Delivery Times

Once dispatched, delivery to the UK usually takes 10–14 days. We've chosen this delivery method on purpose: it lets us keep our prices low and our quality high, so we can pass those savings on to you rather than charging more for faster shipping. All delivery estimates are estimates and can be affected by carrier delays, weather, or other events outside our control.

Please make sure your delivery address is complete and correct at checkout — we can't be responsible for delays or non-delivery caused by an incorrect or incomplete address.

4. Tracking

Once your order ships, you'll receive a confirmation email with a tracking number. Tracking updates are managed by the carrier, so we don't control how often they update or how accurate each scan is. You're welcome to follow your tracking link and, if needed, contact the carrier about a specific delivery.

5. Responsibility for Your Order

Your order is our responsibility until it is delivered to you. If your tracking shows your order as delivered but you can't find it, please:

Check with household members, neighbours, or your building's reception/mailroom.
Allow 48 hours — carriers sometimes mark items "delivered" a little early.
Then contact us at support@nerulia.com.

We'll investigate with the carrier and put things right. A parcel is treated as lost once it has been with the carrier for 15 business days without delivery; although orders normally arrive well before then, we may need this period to elapse before sending a replacement.

6. Undeliverable or Returned Parcels

If a parcel is returned to us because of an incorrect or incomplete address you provided, or repeated failed delivery attempts, we'll contact you to arrange redelivery or, if you prefer, a refund.

7. Bundle Orders

Your order is sent as a one-time delivery. Unless stated otherwise on the product page, bundles — including 3-month, 6-month, and 12-month supply options — ship together in a single parcel rather than in separate shipments. There is no subscription or recurring delivery; when you need more filter cartridges, simply place a new order. See our Terms & Conditions for full details.

8. Damaged or Incorrect Items

If your order arrives damaged, faulty, or incorrect, email support@nerulia.com with your order number and a clear photo of the item and packaging, and we'll sort out a replacement or refund. Under the Consumer Rights Act 2015 you have a 30-day right to reject faulty goods for a full refund.

9. Returns & Our 60-Day Guarantee

If you'd like to return your order or claim our 60-Day Money-Back Guarantee, just email support@nerulia.com and we'll guide you through the process and arrange your refund. Full details are in Section 7 of our Terms & Conditions, including your 14-day statutory right to cancel.