FAQ

Frequently Asked Questions

Can't find your answer? Contact us and we'll be happy to help.

Orders & Payment

How do I place an order?

Simply browse our store, add items to your cart, and proceed to checkout. We accept major credit cards and other payment methods shown at checkout.

Can I change or cancel my order?

Orders can only be changed or cancelled within a short window after placement. Contact us immediately at hello@lovenestly.com or support@lovenestly.com and we will do our best to help. Once an order has been processed or shipped, we are unable to make changes.

Is it safe to pay on your website?

Yes. Our checkout is powered by Shopify, which uses industry-standard SSL encryption. We do not store your full payment details.

Shipping & Delivery

Where do you ship to?

We ship internationally to most countries worldwide. If your country is not available at checkout, please contact us.

How long does delivery take?

Estimated delivery times after dispatch:

Europe: 7–21 business days
USA & Canada: 10–25 business days
Australia & New Zealand: 10–30 business days
Rest of World: 14–35 business days

These are estimates and are not guaranteed. See our Shipping Policy for full details.

Will I have to pay customs or import duties?

International orders may be subject to customs duties and import taxes imposed by your country. These charges are the sole responsibility of the customer and are not included in our prices. Please check with your local customs authority before ordering.

My order hasn't arrived — what should I do?

First, check your tracking number (sent by email). If your package is marked as delivered but not received, check with neighbors and your local post office. Contact us within 7 days of the marked delivery date if unresolved at support@lovenestly.com or hello@lovenestly.com.

Returns & Refunds

What is your return policy?

We accept returns within 14 days of delivery for eligible unused items in original packaging. See our full Refund & Return Policy.

Can I return a gua sha, ice roller, or jaw trainer?

No. For hygiene and safety reasons, these products cannot be returned once opened or used.

Can I return a candle that has been lit?

No. Used candles and wax products cannot be returned.

How long does a refund take?

Approved refunds are processed within 5–10 business days to your original payment method.

Product Safety

Are your wellness products medical devices?

No. None of our products are medical devices or treatments. They are designed for general self-care, relaxation, and gifting purposes only. They are not intended to diagnose, treat, cure, or prevent any disease or medical condition.

Is the jaw trainer safe to use?

The jaw trainer is designed for general facial muscle exercise as part of a self-care routine. Do not use if you have TMJ disorder, jaw pain, dental issues, or braces. Stop use immediately if you experience any pain or discomfort. Consult your dentist before use if you have any concerns. Not suitable for children.

Can I use the gua sha or ice roller on sensitive skin?

Do not use on broken, irritated, infected, or inflamed skin. Stop use immediately if you experience irritation. Consult a dermatologist if you have a skin condition.

Are your candles safe?

Always follow the fire safety instructions on the product page. Never leave a burning candle unattended. Keep away from children, pets, and flammable materials.

Are your products suitable for children?

Most of our products are intended for adults. Products with small parts are not suitable for children under 3 years of age due to choking hazard. Please refer to individual product pages for specific age warnings.