Shipping policy

Processing & Production
Products are made to order. Processing time is [2–7] business days before shipment. Production times are estimates and are not guaranteed. NURA is not liable for delays in production caused by high order volume, holiday periods, or other operational factors.

Shipping Times
Delivery estimates shown at checkout are estimates only and not guaranteed. NURA is not responsible for delays caused by the shipping carrier, customs, weather, or other events outside our control.

Damaged, Defective, or Misprinted Items
If your item arrives damaged, defective, or misprinted, contact us within 7 days of delivery with your order number and photos of the issue. We will review and arrange a replacement or refund where applicable. Claims submitted after 7 days may not be eligible.

Lost in Transit
If tracking shows your order lost in transit, contact us within 7 days of the estimated delivery date. We will investigate with the carrier. If the shipping address provided was correct and the loss is confirmed, a replacement will be issued. If the address was incorrect or incomplete, reshipment costs will apply to the customer.

Wrong or Insufficient Address
It is the customer's responsibility to provide a complete and accurate shipping address at checkout. If an address is deemed insufficient by the courier and the package is returned to us, the customer will be responsible for reshipment costs once a corrected address is confirmed. NURA is not liable for non-delivery caused by an incorrect address supplied by the customer.

Unclaimed Packages
Packages returned to us due to non-collection will only be reshipped once a corrected address is provided and reshipment costs are covered by the customer.

Marked as Delivered but Not Received
If tracking shows a package as delivered but you have not received it, please check with neighbors/building management and contact the carrier directly first. Contact us within [7] days and we will assist with documentation, but final resolution is at the carrier's discretion. NURA does not guarantee replacement in delivered-but-not-received cases.

Wrong Size / Change of Mind
Because all products are made to order specifically for you, we do not accept returns or exchanges for incorrect size selection or change of mind. Please review our size guide carefully before ordering.

International Orders / Customs
International customers are responsible for any customs duties, import taxes, or fees. NURA is not responsible for packages delayed or held by customs and does not reimburse duties or import fees.

Limitation of Liability
To the maximum extent permitted by law, NURA's liability for any shipping issue is limited to the value of the affected product(s) and does not extend to indirect or consequential damages.