Contact us promptly when you need to change an order.
Before dispatch
Email service@nuvexrila.com with your order number, checkout email and the exact correction or cancellation requested. We will check the order stage. Your request becomes effective only when we confirm that it can be carried out; sending a message does not automatically stop preparation.
Address and item changes
Confirm the complete revised address, including unit number and postal code. A different item or quantity may change the total and require a separate confirmed arrangement. Do not email payment card information.
After dispatch
Once dispatched, the parcel may not be interceptable. We will explain any available carrier option, but cannot guarantee an address change or recall. If delivery proceeds, the Return Policy applies, together with any mandatory consumer rights.
Approved cancellation and refunds
For an approved cancellation, we will explain the refund amount and process. Approved refunds go to the original payment method; bank posting time can vary. We do not ask you to buy a gift card or make an unrelated payment to obtain a refund.
Orders we cannot accept
We may need to decline or cancel an order when information cannot be verified, an item cannot be fulfilled or a material listing error requires correction. We will communicate the issue and refund amounts paid for an unfulfilled cancelled order as applicable.