Shipping & Delivery Policy

Overview

Every Nellu watch is individually inspected, polished, and packaged by hand in our Tel Aviv studio before it leaves us. Because of this, our processing time is longer than a standard e-commerce store — and intentionally so. This page explains what to expect from the moment you place your order to the moment your watch arrives.

Order Processing Time

All orders are processed within 12–18 business days from the date of purchase. This time covers final inspection of the movement, casing, and finishing; packaging in the handcrafted wooden presentation box; and preparation of your certificate of authenticity.

You will receive a shipping confirmation email with a tracking number once your order has been dispatched.

Estimated Delivery Times

After your order is dispatched, estimated transit times are as follows:

These are estimates and may be affected by customs clearance, local postal conditions, or public holidays. Nellu Watches is not responsible for delays caused by carriers or customs authorities.

Shipping Fees

Shipping fees are calculated at checkout based on your delivery destination. All orders are shipped via tracked and insured courier service.

For specific shipping costs to your country, please proceed to checkout and enter your address — the exact fee will be displayed before you confirm your order.

Signature Required Upon Delivery

Due to the value of each piece, a signature is required upon delivery for all orders. We strongly recommend being available to receive the package in person, or arranging an alternative delivery with the carrier using your tracking number once the order has shipped.

If a delivery attempt is unsuccessful, the carrier will leave a notice with instructions for collection or redelivery. Nellu Watches cannot be held responsible for packages that are returned to us due to failed delivery attempts.

Customs, Duties & Import Taxes

Orders shipped outside of Israel may be subject to customs duties, import taxes, and local fees upon arrival in your country. These charges are determined by your country's customs authority and are the sole responsibility of the customer.

Nellu Watches has no control over these charges and cannot predict, include, or reimburse them. If you are unsure whether duties apply to your order, we recommend contacting your local customs office before purchasing.

Refusal to pay customs duties resulting in a package being returned to us does not entitle the customer to a full refund of the original shipping fees.

Order Tracking

Once your order is dispatched, you will receive a shipping confirmation email containing your tracking number and a link to the carrier's tracking page. If you created an account at checkout, you can also view your order status under My Orders.

Please allow up to 48 hours for tracking information to appear after receiving your shipment confirmation.

Lost or Damaged in Transit

If your package arrives visibly damaged, do not accept the delivery — or if already accepted, photograph the damage immediately and contact us within 48 hours at surfacestudio23@gmail.com with photos.

If your tracking shows the package as delivered but you have not received it, please first check with your neighbours and any safe locations on your property, then contact the carrier directly. If the issue is unresolved within 5 business days, contact us and we will open an investigation with the carrier.

All shipments are insured. In the event of a confirmed loss or damage in transit, we will work with you to arrange a replacement or refund in accordance with our Return & Cancellation Policy.

Changing Your Shipping Address

If you need to update your shipping address, please contact us within one hour of placing your order. Once an order has been dispatched, we are unable to actively redirect it. You may contact the carrier directly using your tracking number to request a redirection, but we cannot guarantee the outcome.