Frequently Asked Questions (FAQ)
Frequently Asked Questions (FAQ) – Nivalé
This page was created to ensure full transparency, align expectations, and provide the best possible experience before, during, and after your purchase.
1. Is Nivalé a trustworthy store?
Yes. Nivalé is an international e-commerce brand offering quality products and secure shopping worldwide. All orders are processed with protected payment systems and reliable logistics partners.
Our focus is on transparency, delivery reliability, and responsive customer service at every stage of your shopping experience.
2. Where is Nivalé located?
Nivalé operates as an international online store. Our operations, customer support, and order management follow global e-commerce standards, with fulfillment handled through trusted logistics partners worldwide.
We ship internationally to customers in virtually every country.
3. How does order processing work?
After payment confirmation, your order goes through verification, quality control, and preparation for international dispatch.
Typical processing time:
• 4 – 7 business days
This timeframe ensures accurate processing, security checks, shipment preparation, and tracking activation before shipping.
4. What is the delivery time?
Delivery time varies by destination and shipping method.
Average delivery estimates:
• United States & Europe: 7 – 15 business days
• Other regions: 15 – 25 business days
These estimates do not include weekends, holidays, or possible customs inspections.
5. Will my order be charged customs fees?
Yes — international orders may be subject to customs duties or import taxes according to local regulations.
Nivalé has no control over these charges, and any applicable fees are the responsibility of the recipient.
6. How does order tracking work?
Once your order is shipped, a tracking code will be automatically emailed to you.
Tracking updates may take 3 – 7 business days to appear, depending on carrier integrations in your region.
7. My tracking hasn’t updated — what should I do?
This can be normal for international shipments, as packages may be in transit between logistics hubs.
If there are no updates after 10 business days, contact our support team for assistance.
8. Can I change my shipping address after placing an order?
Address changes are possible only before the order is shipped.
Once your order is dispatched, it is under the carrier’s responsibility and cannot be modified.
9. What happens if I entered an incorrect address?
Incorrect or incomplete addresses can result in delivery delays, return to sender, or package loss. If a returned item arrives back to us, we may reship it upon payment of a new shipping fee.
Please double-check your address before confirming your order.
10. Can I cancel my order?
Cancellations are allowed only before order processing or shipment. Once your order has been shipped, it cannot be canceled due to international transit.
11. What is the return policy?
Returns are accepted in certain cases such as manufacturing defects or incorrect item received.
Evidence (photos/videos) must be provided within the timeframe specified by our support team. Returns due to change of mind are not accepted after shipment.
12. What if my product arrives defective?
If a verified manufacturing defect is identified, we will offer a solution at no extra cost, which may include:
• Product replacement
• Partial credit
• Reshipment
The final resolution is determined after a support review.
13. Does Nivalé offer a warranty?
Yes — all products include warranty coverage against manufacturing defects under normal use.
The warranty does not cover:
• Improper use
• Accidental damage
• Water exposure not indicated
• Normal wear and tear
14. How do refunds work?
Refunds are issued only after review and approval by our support team.
Approved refunds are returned to the original payment method. The processing time depends on your card issuer or financial institution.
15. Can I open a chargeback with my bank?
Before initiating any external action, please contact our support team.
We are here to help resolve issues quickly and fairly. Chargebacks without prior contact may delay the resolution process.
16. Why is my payment under review?
Some payments undergo automatic security checks to prevent fraud and protect both customers and our store.
Most payment reviews are completed within a few hours.
17. Is my personal information secure?
Yes — we use encryption and internationally recognized payment platforms. We do not store full credit card information on our servers.
18. How can I contact customer support?
For assistance, please email us at:
📧 support@nivaleshop.com
Please use the same email address you entered during checkout so we can locate your order faster.
Customer Support Hours:
Monday to Sunday, 9:00 AM – 6:00 PM (GMT)
Last updated: 2026