Order & Shipping

Where is my order?

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You will receive a confirmation from us by e-mail when we have shipped your order.

In this confirmation you will also find the track & trace number of PostNL.

You can track your order via the corresponding link and via www.postnl.nl .

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Tip: Download the postNL App, then you will automatically receive a notification from postNL

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Can I change or cancel my order?

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Once your order has been placed, it is no longer possible to change or cancel your order.

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What is the delivery time?

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Orders placed before 20:00 will be shipped the same day.

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I have not received my order?

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That's annoying, sometimes it can happen that you have not received the order. This can have several causes, to find out for you we would like to ask you to send an e-mail to: info@estelnouvelle.com

 

 

 

I have entered a wrong e-mail address and have therefore not received an order confirmation?

 

We always send the order confirmation to the email address registered with us. If you have entered a wrong e-mail address and you still want to receive your order confirmation, it is best to send an e-mail to info@estelnouvelle.com

 We can then adjust the e-mail address for you and resend the order confirmation.

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What is the standard delivery time?

In general, your order will arrive within 2-4 business days.

 

 

 

My track & trace code is not working, what should I do?

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When you receive a track & trace code from us, it can take 24 hours before the tracking details are visible. From that moment on you can also track your package. Another possibility is that there is a technical malfunction that causes you to receive an error message. It often helps to copy and paste your track and trace code into PostNL.

 

If this does not help you, I would like to ask you to send an email to info@estelnouvelle.com

 

 

 

Where can I find my track & trace code?

As soon as your order has been completed with us, you will receive a track and trace code by e-mail. Here you will find your track & trace code.

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RETURNS & EXCHANGE

 

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What conditions must my return meet?

 

-The products must me returned within 14 days of receipt

-All products must be unworn and in good condition

-Pay attention to make up, stains, damage and / or strong odors

-The trailer card must be attached

-All returns are carefully checked

-If the return does not meet all requirements, it will be returned to the customer

-Returns are processed within 14 working days

-Return costs are for your own account *unless you want to exchange the product for a different size.* Note: you can only exchange the product for a different size 1 time!

 

 

How can I return my order?

Register your return by emailing our customer service via info@estelnouvelle.com, stating your order number and reason for return. Our customer service will then send you a return label with which you can return the shipment via a PostNL Service Point.

 

When will i get my money back?

We will then refund the order amount due (minus €5.99 shipping costs) within 14 days after registration of your return, provided that the product has already been returned in good order.

 

 

What is the return address?

Returns should at all times be sent to this address:

 

Estel Nouvelle

Akerstraat 62

6411 HC Heerlen

The Netherlands

 

We recommend that you always send your return package to us with a track and trace code. For example, if the package is lost, an investigation can be started with the delivery service.

 

Note: If you send your return to a different address than described above, we unfortunately cannot process it!

 

 

How much are the return costs?

The return costs are for your own account, unless you want to exchange the product for a different size.

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Are there items I cannot return?

Earrings cannot be exchanged or returned. This is indicated in the description of the products.