SHIPPING & DELIVERY POLICY

International Import Duties

Please note that customs duties, taxes, general sales taxes, value-added taxes, and import tariffs may be applied by customs authorities in the destination country, depending on the shipment contents and location. It is the customer’s responsibility to cover any assessed duties. Additionally, we encourage customers to research potential import fees prior to placing their order to understand the costs associated.

If a package is returned to us due to unpaid import duties or tariffs, a full refund will not be issued. Shipping costs and handling fees will be deducted.

International Shipments

Please be aware that the total cost of your order does not include import duties or customs fees, which are set by the customs authorities in the destination country.

Once an international shipping label is created, it is the customer’s responsibility to track and manage the delivery of the item. In the event of an issue, customers should first contact the courier directly.

If these fees apply, the courier will contact you to arrange payment prior to delivery. We recommend checking with local customs agencies for tax and duty information before placing your order.

Order Processing

Orders are processed within 24-48 business hours of receipt. You will receive a tracking number via email once your order has been shipped. If you do not see the tracking email, please check your spam folder.

Delivery Assistance

Before contacting our customer service team, we recommend checking with your neighbors or your building’s reception in case they have accepted the delivery on your behalf. If the package cannot be located after these steps, please contact our customer care team at info@nuevelosangeles.com within 30 days of your delivery date to open an investigation with our courier. Please note that courier investigations can take up to 28 days. We must allow the courier sufficient time to complete their investigation before proceeding with the next steps.

Lost or Stolen Packages

Please note that Nueve Los Angeles cannot be held responsible for packages lost or stolen.. If delivery was completed as confirmed by our courier, any lost or stolen packages are unfortunately not eligible for coverage by Nueve Los Angeles.

Thank you for understanding our policies, which ensure that our shipping process is as smooth and efficient as possible for all customers.