Shipping policy
Last updated: November 2025
At Nucca, we ship worldwide with free shipping on every order. This policy explains how shipping works, what to expect in terms of delivery times, and how we handle issues like delays or undeliverable packages.
This Shipping Policy forms part of our Terms of Service and works together with our Refund Policy.
1. Free Shipping Worldwide
All orders ship for free, regardless of destination or order value. No minimum purchase required. No hidden handling fees.
2. Order Processing
Once you place an order:
- Orders are processed within 2–3 business days
- You will receive a tracking number by email within 3–5 business days of your order being placed
- Tracking information may take an additional 1–2 days to fully activate with the carrier
- Orders placed on weekends or public holidays are processed on the next business day
Business days are Monday through Friday, excluding public holidays.
3. Where Your Order Ships From
Your Nucca pillow is shipped from our international fulfillment center. We work with reliable global logistics partners to deliver your order safely to your door.
Most international deliveries arrive via courier (typically UPS or a comparable carrier), with local last-mile delivery handled by your country's standard postal or courier network.
4. Estimated Delivery Times
Delivery times below include processing time and are estimates based on standard transit. Actual delivery may vary slightly due to customs processing, carrier delays, or other factors outside our control.
| Region | Estimated Delivery (Total) |
|---|---|
| 🇩🇪 Germany | 10–18 business days |
| 🇬🇧 United Kingdom | 12–21 business days |
| 🇪🇺 Rest of Europe (Spain, France, Italy, Netherlands, Belgium, Poland, Austria, Portugal, Ireland, Sweden, Denmark, Finland, Czech Republic, Hungary, and others) | 12–21 business days |
| 🌍 Other countries | Estimated at checkout |
Tracking: every order is sent with a tracking number so you can follow your package from dispatch to delivery.
5. Customs, Import Duties, and Taxes
For deliveries to countries outside the European Union (including the United Kingdom, Switzerland, Norway, and others), local customs authorities may apply:
- Import duties
- VAT or sales tax
- Customs processing fees
⚠️ These charges are the responsibility of the customer and are not included in the product price or shipping cost. They are collected directly by the carrier or customs authority at the time of delivery.
We have no control over these fees, and they vary by country and order value. We recommend checking your local customs regulations before placing an order if you are unsure.
For deliveries within the European Union: VAT is included in the price displayed at checkout, and no additional customs fees apply.
6. Shipping Address
It is the customer's responsibility to provide a complete and accurate shipping address at checkout, including:
- Full street name and number
- Apartment, unit, or building number (where applicable)
- City and postal code
- Phone number (used by the carrier for delivery coordination)
Address changes: if you notice an error in your shipping address, contact us at help@nuccasleep.com as soon as possible. We can only modify the address before the order is dispatched.
Once a tracking number is generated, the address cannot be changed.
We do not deliver to:
- P.O. Boxes
- APO/FPO military addresses
- Countries currently restricted by international sanctions
7. Delivery Delays
While we work hard to meet the estimated delivery times above, some delays are outside our control, including:
- Customs processing and clearance
- Public holidays or local carrier disruptions
- Weather events or natural disasters
- Incorrect or incomplete shipping addresses
- Peak shopping periods (Black Friday, Christmas, etc.)
If your order takes significantly longer than the maximum estimated delivery time, please contact us at help@nuccasleep.com with your order number and we will investigate.
Please note: delays caused by customs or carriers are not eligible for refunds of the order itself, as the product is still en route to you.
8. Lost or Missing Packages
A package is considered lost if it has not been delivered within 30 business days after dispatch and the tracking shows no movement for at least 10 consecutive days.
If you believe your package is lost:
- Contact us at help@nuccasleep.com with your order number
- We will open an investigation with the carrier (this typically takes 5–10 business days)
- Once the carrier confirms the loss, we will either send a replacement free of charge or issue a full refund — your choice
Packages marked as "delivered" by the carrier: if your tracking shows the package was delivered but you did not receive it, please:
- Check with neighbors and at common delivery locations (porch, mailbox, building reception)
- Contact your local carrier with the tracking number
- Report the issue to us within 7 days of the "delivered" status
After 7 days, we cannot guarantee resolution of "delivered but not received" claims, as carriers typically close their investigation window.
9. Refused or Undeliverable Packages
If a package is refused at delivery, not collected from a pickup point, or returned to us due to an incorrect address provided by the customer, the conditions in our Refund Policy apply. In summary:
- A $15 USD handling fee applies
- Reshipping is available for a flat fee of $15 USD
- Full refunds may not be issued in these cases
See our Refund Policy for complete details.
10. Damaged Packages
If your package arrives visibly damaged:
- If possible, photograph the damaged package before opening it
- Open the package and inspect the product
- Contact us within 7 days of delivery at help@nuccasleep.com with:
- Your order number
- Photos of the damaged packaging
- Photos of any product damage
- A brief description of the issue
We will arrange a free replacement or full refund — your choice. See our Refund Policy for full details.
11. Order Tracking
You can track your order at any time using the tracking number sent to your email. If you have any questions or your tracking has not updated for several days, contact us at help@nuccasleep.com.
12. Contact
For any shipping-related questions:
Nouva Company Limited 71-75 Shelton Street, London, WC2H 9JQ, United Kingdom Email: help@nuccasleep.com Response time: within 2 business days