Shipping Policy

Effective date: 17/10/24

At Nusa Cosmetics , we strive to offer a unique and personalized shopping experience for each of our customers. We understand that the shipping process is a crucial part of this experience and we have developed a shipping policy that comprehensively covers all aspects related to the processing of your order, packaging, delivery logistics, available shipping methods, associated rates, coverage areas, customs procedures and other factors that could influence the shipping and receipt of the products purchased through our online store.

1. Shipping Process Overview:

When you make a purchase at Nusa Cosmetics , your order goes through several stages before being delivered to your address. This process involves several detailed steps, each of which has been optimized to ensure accuracy and efficiency, without compromising the quality of the products or our commitment to customer satisfaction. Each order is verified by our team, who ensure that the selected products meet quality standards and that all necessary information has been correctly provided by the customer.

2. Order Processing Phase:

Order processing involves a thorough review of the details provided by the customer, such as name, shipping address, payment method, product selection, and more. This process can vary in length, depending on a number of external and internal factors. For example, the volume of orders we are currently handling can influence the time required to review, approve, and begin the next phase. Additionally, certain holidays, periods of high demand, and other exceptional conditions may cause minor delays at this stage of the process. It is important to remember that processing includes not only the verification of information, but also the preparation of the product, its packaging, and the generation of the necessary documentation for shipment.

3. Available Shipping Methods:

At Nusa Cosmetics , we offer a variety of shipping methods, designed to fit the needs and preferences of our customers. However, due to the nature of our business model and external factors such as the customer's geographic location, the available shipping methods may vary significantly. In some cases, standard shipping will be offered, while in others express shipping options may be available, depending on product availability and the logistics services associated with our store. Shipping rates are automatically calculated based on the weight of the package, the distance to the delivery address, and any additional charges that may apply.

4. Packaging and Preparation for Shipping:

Preparing the package for shipment is a careful and meticulous process that ensures that the products arrive in perfect condition. We use specially selected packaging materials to protect the products during transport, taking into account factors such as fragility, size and weather conditions to which they may be exposed. This process may include, but is not limited to, the use of air bubbles, reinforced boxes, security tape and special handling labels. It is worth mentioning that, depending on the selected shipping method and the dimensions of the package, the packaging may vary to fit the logistical specifications of the courier companies we work with.

5. Shipment Tracking:

Once your order has been processed and packaged, you will receive a confirmation email that will include a tracking number. This number will allow you to monitor the status of your order in real time through the tracking platforms provided by our logistics partners. Tracking may be a process that varies depending on the destination country, the shipping method selected, and other logistical factors. In some cases, you may experience slight delays in the tracking information being updated, especially if the shipment passes through several checkpoints along its route. Additionally, we recommend that you periodically check the status of your order in case of important updates related to delivery.

6. Coverage Areas and Restrictions:

We ship to a wide range of destinations both domestically and internationally. However, in some regions, there may be restrictions that affect the availability of certain shipping methods or estimated delivery times. These restrictions may be due to customs regulations, specific requirements of destination countries, or logistical limitations imposed by shipping companies. In the event that there are restrictions applicable to your shipping address, we will contact you to offer an alternative solution or, in some cases, to refund your order if it is not possible to ship.

7. Estimated Shipping Times:

Shipping times may vary based on multiple factors including geographic location, weather conditions, volume of ongoing orders, local holidays, and customs policies of the destination country. While we strive to ensure efficient delivery, the delivery times provided are estimates and do not guarantee a specific delivery date. Times may vary from 1 week to 4 weeks. In general, most international shipments may take a reasonable period of time which may be extended, depending on the conditions mentioned above. If you have any concerns about the status of your shipment, please feel free to contact our customer service team who will be happy to provide you with further details.

8. Customs Conditions and Tariffs:

Depending on the destination of your order, customs fees, taxes or duties may apply and are not included in the total order price or shipping rates shown at checkout. These additional charges are the sole responsibility of the customer and may vary depending on local laws in each country. We recommend checking with your country's customs office for more information on possible charges associated with importing products. In the event that your package is held by customs authorities, we will contact you to facilitate the process of releasing it.

9. Order Modifications and Cancellations:

Once your order has been confirmed, we cannot guarantee the ability to modify or cancel shipping, as orders are processed immediately to ensure timely delivery. If you need to make a change to the shipping address or any other relevant details, we recommend that you contact us within 24 hours of placing your order. If your order has already been shipped, we will not be able to make any additional changes.

10. Claims for Loss or Damage:

If your order has not arrived within a reasonable time after the estimated delivery date, please contact our customer service team to initiate an investigation with the relevant courier company. Likewise, if your package arrives in poor condition or has visible damage, please inform us immediately, attaching photos of the damage and a detailed description. We will evaluate each claim on a case-by-case basis and work with you to find the best solution, which may include resending the product or issuing a partial refund, depending on the circumstances.

11. External Factors and Force Majeure:

In exceptional cases, external factors beyond our control, such as natural disasters, pandemics, strikes or issues with courier service providers, may affect delivery times. While we do our best to minimise the impact of these factors, Nusa Cosmetics cannot be held responsible for delays caused by circumstances beyond our control. We will keep you informed should any situations arise that may affect the delivery of your order.