Refund policy

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At Nestelle, customer satisfaction is at the heart of everything we do. We take great care to ensure that every premium wooden utensil is carefully packed, shipped on time, and delivered safely to your door. While we work closely with our logistics partners to minimize delays, please understand that certain circumstances beyond our control—such as peak shopping seasons, customs delays, or courier disruptions—may occasionally impact delivery times.

To protect your purchase, all Nestelle customers are covered by our Buyer Protection & Refund Policy (“Refund Policy”). If your order does not arrive within the timeframes outlined below, you may be eligible for a full refund.

By placing an order with Nestelle, you acknowledge and agree to the terms of this Refund Policy.

Our full Terms & Conditions are available on our website.

1. Refunds for Non-Delivery of Items

1.1 Shipping Methods With Estimated Delivery Under 20 Days

A full refund will be issued if all of the following conditions are met:

  • (a) You have not received your order 45 days after the order date*; and
  • (b) Tracking information confirms non-delivery to the designated address; and
  • (c) The customer is not responsible for the delivery failure or logistical exception.

1.2 Shipping Methods With Estimated Delivery Over 20 Days

A full refund will be issued if all of the following conditions are met:

  • (a) You have not received your order 90 days after the order date; and
  • (b) Tracking information confirms non-delivery to the designated address; and
  • (c) The customer is not responsible for the delivery failure or logistical exception.

1.3 Refund Processing Time

Approved refunds will be processed within 3–4 business days after evaluation. Please note that it may take 5–10 business days for the refund to appear on your payment statement, depending on your payment provider.

1.4 Confirmed Lost-in-Transit Items

If a shipment is confirmed as lost following an official investigation by the shipping carrier, Nestelle will issue a full refund, except where otherwise specified in this policy.

1.5 Incorrect Shipping Information Provided by Customer

Customers are responsible for ensuring accurate shipping details at checkout. If delivery fails due to customer error, Nestelle may, as a courtesy:

  • Offer a reshipment or
  • Issue a refund for the order value excluding the $8.95 shipping fee

1.6 Shipping Errors Attributable to Nestelle or the Courier

If Nestelle or the shipping carrier is responsible for non-delivery, we will offer one complimentary reshipment at no additional cost.

A full refund will be granted if:

  • (a) Tracking confirms a delivery failure; and
  • (b) The customer is not at fault.

1.7 Refunds for Items Significantly Not as Described or Damaged

In rare cases where an item arrives significantly damaged or materially different from its description, our customer support team may request supporting documentation, including photos, videos, or product comparison details, to verify the issue.

1.8 Eligibility Window

Refund requests for damaged or misrepresented items must be submitted within 30 days of the delivery date, as indicated by tracking records.

Following evaluation, Nestelle’s customer care and quality assurance teams may, at their sole discretion:

  • (a) Issue a full refund; or
  • (b) Issue a partial refund; or
  • (c) Decline the refund request

We evaluate all claims objectively and reserve the right to make a final determination. Nestelle maintains rigorous quality control standards to ensure every wooden utensil meets our craftsmanship expectations.

1.9 Finality of Decisions

You acknowledge that all refund determinations made under this policy are final and binding.

2. Limitation of Liability

To the fullest extent permitted by law, Nestelle’s total liability under any circumstance shall not exceed the total amount paid for the order, including shipping fees.

3. Order Cancellations

2.1 Cancellations After Dispatch

Once an order has been shipped, cancellations are non-refundable, except as outlined in Sections 1.1–1.7.
If you need to update order details or have questions before dispatch, please contact our support team promptly.

4. Lost or Stolen Packages

2.2 Delivered but Missing Orders

Nestelle is not responsible for orders marked as successfully delivered by the courier but later reported as lost or stolen. Such orders are not eligible for refund or replacement.
At our discretion, we may provide delivery documentation or an affidavit if required for further investigation.

5. Gift Cards

2.3 Gift Card Refunds

All Gift Card purchases are final and non-refundable, unless required by law.

If an order paid partially or fully with a Gift Card is refunded, the refunded amount will be returned to the original Gift Card.

6. Free Gifts

2.4 Complimentary Items

Free gifts included with a Nestelle order are non-refundable, non-returnable, and cannot be reshipped individually.

7. Returns

2.5 Other Return Requests

If you are unsatisfied with your purchase for reasons not covered above, please contact us at
📧 support@nestelleliving.com within 30 days of delivery.

If approved, our support team will provide a return address.
Return shipping costs are the responsibility of the customer.