At Naela, we believe that receiving your order should feel as thoughtful as the
products inside. Every order is carefully prepared and dispatched from France
with the same attention to detail that goes into our formulations. We are
committed to delivering your order safely, transparently, and as quickly as
possible.

Shipping Destinations
We currently ship to all countries within the European Union.

Processing Your Order
Orders are carefully prepared within 2–4 business days following order
confirmation.
Shipments are dispatched several times throughout the week via Colissimo.
During periods of high demand or public holidays, preparation times may
occasionally be slightly longer. We appreciate your patience and will always
do our best to keep you informed.

Delivery Times
Destination Delivery time after dispatch
France 2–4 business days
European Union 3–7 business days

Please note that delivery times are estimates provided by our carrier and are not
guaranteed. They may vary due to customs processes, local carrier conditions, or
circumstances outside our control.

Shipping Fees
France
€5.90 standard shipping
Free shipping on orders from €70

European Union
€9.90 standard shipping
Free shipping on orders from €100

Order Tracking
Once your order has shipped, you will receive a confirmation email containing
your Colissimo tracking number, allowing you to follow your parcel's journey until
it arrives.

Delivery Issues
If your parcel is delayed, lost, or arrives damaged, please contact our Customer
Care team at hello@naelaparis.com and we will do everything we can to resolve
the issue promptly.
Damaged Parcels
Please notify us within 48 hours of delivery, including the following information
so we can process your claim as quickly as possible:

Order number
Photos of the parcel
Photos of the shipping label
Photos of the damaged product(s)

Incorrect Orders
If you receive an incorrect item, please contact us within 48 hours of delivery. We
will arrange for a replacement to be sent to you at no additional cost.

Force Majeure
Naela cannot be held responsible for delivery delays caused by circumstances
beyond our reasonable control, including but not limited to natural disasters,
strikes, customs delays, or carrier disruptions.

Customer Care
For any questions regarding your shipment, our Customer Care team is here to
help.

Email: hello@naelaparis.com
Response time: within 3 business days

Company Information
Legal company name: Telos Brand name: Naela Paris (Naela) Registered
address: 39, rue Escudier, 92100 Boulogne-Billancourt, France Country of
incorporation: France VAT number: FR57938393535 Customer service email:
hello@naelaparis.com