Shipping policy

SHIPPING POLICY

At NUBALKIA, we are honored to ship our ancestral haircare rituals across Europe, the United Kingdom, North America, and beyond. We are committed to ensuring your products arrive safely, on time, and in pristine condition. This policy outlines our shipping zones, rates, delivery times, and what to do if something goes wrong.

1. SHIPPING ZONES & RATES

NUBALKIA currently ships worldwide. All orders are fulfilled through our trusted international carriers (Royal Mail, DPD, DHL, La Poste Colissimo, USPS, UPS, FedEx) to ensure reliable delivery with full tracking.

ZONE A — United Kingdom

• Standard shipping: $5.99
• Complimentary shipping on orders over $50
• Estimated delivery: 7 to 15 business days

ZONE B — European Union (France, Germany, Belgium, Netherlands, Spain, Italy, and all EU member states)

• Standard shipping: $5.99
• Complimentary shipping on orders over $50
• Estimated delivery: 7 to 15 business days

ZONE C — United States & Canada

• Standard shipping: $5.99
• Complimentary shipping on orders over $50
• Estimated delivery: 7 to 15 business days

ZONE D — Rest of the World

• Standard shipping: $9.99
• Complimentary shipping on orders over $50
• Estimated delivery: 7 to 15 business days

All shipping costs are calculated automatically at checkout based on your delivery address and order total.

2. CUSTOMS, DUTIES & IMPORT TAXES

EUROPEAN UNION CUSTOMERS: NUBALKIA Limited is a UK-registered company. Orders shipped to the European Union may be subject to VAT and import duties at the point of entry, in accordance with EU customs regulations. These charges are calculated by your local customs authority and are NOT included in the order total.

UNITED KINGDOM CUSTOMERS: No additional customs fees apply. VAT is included where applicable.

UNITED STATES & CANADA CUSTOMERS: Orders under $800 (USD) typically qualify for the de minimis exemption and are NOT subject to import duties. Orders exceeding this threshold may incur customs charges. Canadian customers may be subject to GST/HST and provincial taxes at customs.

REST OF THE WORLD: Customs duties, import taxes, and handling fees may apply and are the responsibility of the buyer. We recommend checking with your local customs office before ordering.

NUBALKIA cannot predict or be responsible for these third-party charges.

3. ORDER PROCESSING TIMES

ORDER CUT-OFF: Orders placed before 2:00 PM GMT are processed the same business day. Orders placed after 2:00 PM, on weekends, or on public holidays are processed on the next business day.

PROCESSING TIME: 1-3 business days from order confirmation to dispatch.

DISPATCH NOTIFICATION: You will receive an automatic email with your tracking number once your order leaves our facility.

Please note: NUBALKIA is currently shipping its limited first batch. During launch periods or promotional events, processing times may be slightly extended (up to 5 business days). We will communicate any delays proactively.

4. ORDER TRACKING

Once your order is dispatched, you will receive:

• An automatic email with your unique tracking number
• A direct link to the carrier's tracking portal
• Access to your order status from your customer account on nubalkia.com

CARRIERS WE WORK WITH: Your order will be handled by trusted international carriers (Royal Mail, DPD, DHL Express, La Poste Colissimo, USPS, UPS, FedEx International) depending on your delivery address and the most efficient route for your region.

5. OUR DELIVERY COMMITMENTS

PACKAGING PROTECTION: Every NUBALKIA order is carefully packaged with eco-friendly protective materials to ensure your products arrive intact. Our signature forest green packaging with rose gold detailing is designed to be both beautiful and protective.

PRODUCT GUARANTEE: All NUBALKIA products are covered by a 2-year quality guarantee against manufacturing defects, in accordance with EU and UK consumer protection laws.

SATISFACTION POLICY: You have 60 days from receipt to evaluate eligible products (see our Returns & Refund Policy for full conditions).

6. DELIVERY ISSUES — WHAT TO DO

PACKAGE MARKED AS DELIVERED BUT NOT RECEIVED: If your tracking shows "delivered" but you have not received your package:

1. Check with neighbors and your building reception
2. Contact your local carrier office with the tracking number
3. If unresolved within 48 hours, email hello@nubalkia.com with your order number
4. We will investigate with the carrier and provide a solution within 5 business days

PACKAGE DAMAGED IN TRANSIT: If your order arrives visibly damaged:

1. DO NOT discard the product or its packaging
2. Take clear photographs of the damaged packaging AND the products inside
3. Email hello@nubalkia.com within 7 days of receipt with your order number and photos
4. We will arrange a replacement or refund within 5 business days at no cost to you

PRODUCT DEFECT UPON OPENING: If a product appears defective:

1. Photograph the defect
2. Email hello@nubalkia.com with order number and photos within 14 days of receipt
3. We will assess the issue and arrange replacement or refund

LOST PACKAGE IN TRANSIT: If your package has not arrived within the estimated delivery time + 7 business days, contact us at hello@nubalkia.com. We will investigate with the carrier and, if the package is confirmed lost, reship your order at no cost.

7. INCORRECT OR INCOMPLETE ADDRESS

Please double-check your shipping address at checkout. NUBALKIA is not responsible for packages delivered to incorrect or incomplete addresses provided by the customer.

If a package is returned to us due to an incorrect address:

• We will contact you to confirm the correct address
• Re-shipment costs will apply ($5.99 - $9.99 depending on your zone)
• If you prefer a refund, the original shipping costs are non-refundable

8. ORDER MODIFICATIONS & CANCELLATIONS

Once your order has been placed, you have a limited window to modify or cancel it:

• BEFORE DISPATCH: Email hello@nubalkia.com immediately. We will do our best to accommodate changes, but cannot guarantee modifications once processing has begun.
• AFTER DISPATCH: Modifications are no longer possible. You may follow our standard return procedure once you receive your order (see Returns & Refund Policy).

9. SHIPPING DURING HOLIDAYS & PEAK SEASONS

During major holiday periods (Black Friday, Christmas, Valentine's Day, Mother's Day) and our seasonal launches, processing times may extend by 2-4 additional business days due to high volume. We will communicate any expected delays via email and on our Site banner.

We recommend ordering at least 3 weeks in advance for guaranteed holiday delivery.

10. ENVIRONMENTAL COMMITMENT

NUBALKIA is committed to reducing our environmental impact:

• Our packaging is recyclable and made from FSC-certified materials
• We optimize package sizes to minimize shipping volume
• We work with carriers offering carbon-neutral shipping options where available

11. RETURNS LOGISTICS

For information on returning eligible products, please refer to our Returns & Refund Policy. All returns should be addressed to our designated return address, which will be provided upon validation of your return request by emailing hello@nubalkia.com.

Returns are centralized through our fulfillment partner to streamline processing for all customers.

12. CONTACT US

For any shipping-related inquiries:

Email: hello@nubalkia.com Response time: Within 48 hours, Monday to Friday (excluding public holidays)