FAQs

Before contacting us, please take the time to read our frequently asked questions, which may answer your questions. If you can't find your answer and would like to get in touch with us, please send an email to: support@nuceas.com.


Q. When will my order arrive?

A. Most orders are processed within 2-4 business days of ordering with the exception of orders placed over the weekend (Friday-Sunday); orders placed over the weekend are processed the next business day (Monday).

A confirmation email will be sent to the email address provided on your order once the order has been dispatched with your tracking number.

All orders are shipped with full tracking from our nearest warehouse based on your location. Once your order has been dispatched, you will receive an email with your tracking link.

We use our shipping partners such as: Royal Mail, Hermes & Yodel.

These are estimated times based on current delivery times:

USA, Canada: 7 - 10 working days
UK, Europe: 7 - 10 working days
Australia, New Zealand: 7 - 10 working days


Q. Has my order been dispatched yet?

A. Orders are generally dispatched within 2-4 working days, sometimes faster. You will receive a dispatch email when your order has been dispatched, but please check your SPAM/Junk box in case it has ended up there. If you can't find your dispatch email or think you have deleted it, please contact us at support@nuceas.com and we can provide you with real-time information on whether or not your order has been dispatched.


Q. My item arrived broken or damaged, what can I do?

A. If your product is damaged, please take pictures and send them to us at support@nuceas.com. We are not responsible for damage to boxes, cases or other packaging. We always make sure to protect the product adequately. However, it is the responsibility of the carrier to handle them with care, over which we have no control.


Q. I ordered two or more items, why have I only received one?

A. When you order multiple items at a time, they may be shipped separately as the products are sent from different warehouses that we own. You may receive one item before the next. So don't panic if you don't receive all your items at once... they will get to you!


Q. I need to cancel or change my order, how do I do that?

A. We always do our best to cancel your order, but if your order has already been shipped or processed, we cannot cancel it.

If you would like to change your order, please contact us as soon as possible. We will do our best to accommodate any changes, provided that your order has not already been dispatched. If your order has been shipped, we cannot change it, but you are always welcome to return it if you wish.


Q. My order is still not here, can I get help?

A. Firstly, don't worry, it's on its way. If it has been more than 4 weeks from the dispatch of your order, please contact us and we will look into the matter for you. We encourage you to allow this time before contacting us. We offer a money-back guarantee or will reship your order.


Q. I entered the wrong address for my order, can I change it?

If you have entered an incorrect shipping address on your order, please contact us as soon as possible. If your order has not been dispatched or processed, we can easily update your delivery address. If the order has been dispatched or processed, there is unfortunately nothing we can do.


Q. Why haven't I received a confirmation email after I placed my order?

A. There is a good chance that our email has ended up in your SPAM/JUNK folder, so please check there. If you still can't find it and would like it resent, please let us know.


Q. I don't have a tracking number, when will I get it?

A. When you receive your dispatched email it will mostly be in there, if not you can email us at support@nuceas.com to get an update on your tracking. It takes 1-3 days for your tracking to be updated in the system from the carriers.


Q. What payment options are there?

A. We accept all major credit and debit cards through the Stripe-powered Shopify payment system and Paypal.