How long does shipping take?

• UK Standard Shipping: 1–3 business days after processing.
• Most orders are processed and dispatched within 1 business day.
• Express Shipping: Next working day where available.

International Shipping: 5–12 business days on average (EU usually 3–7 days).

What are the shipping costs?

• Free Standard Shipping on all UK orders.
  Note: Postcodes in the Scottish Highlands, Scottish Islands, Northern Ireland, and other remote UK areas may incur additional shipping costs, which will be clearly shown at checkout.
• Express Shipping: Prices calculated at checkout (Next Working Day available for most mainland UK postcodes).
• International shipping is calculated at checkout based on weight and destination.

Do you ship internationally?
Yes, we ship worldwide. Customs duties, import taxes and VAT are the responsibility of the customer.

How can I track my order?
You’ll receive a tracking email as soon as your order is dispatched. You can also track it anytime in your account under My Orders. We use Royal Mail, DPD or Evri.

When will my order ship?
Orders placed before 2pm Monday–Friday are usually dispatched the same day. Weekend orders are processed on Monday. During busy periods, processing may take up to 2 business days.

What if my package is delayed or lost?
Allow 2–3 extra days for standard delivery. If your order hasn’t arrived within 10 days (UK) or 21 days (international), contact us at support@nephalem.online, and we’ll resolve it quickly.

Do you offer express shipping?
Yes — Next Working Day delivery is available for most UK postcodes. The exact price is calculated at checkout.

Returns & Refunds FAQ

What is your returns policy?
You have 30 days from delivery to return unwanted items for a refund or exchange. Items must be unworn, in original condition, with all tags attached and in the original packaging.

How do I return an item?

1. Log into your account → My Orders.
2. Select the item(s) and request a return.
3. Print the prepaid return label (UK only) and drop it at any Royal Mail post office.

Who pays for return shipping?

• UK returns: Completely free (prepaid label provided — one free return per order).
• International returns: Customer pays the return shipping cost.

When will I get my refund?
Refunds are processed within 3–5 business days after we receive and inspect your return. Money will go back to your original payment method.

Can I exchange an item?
Yes, you can exchange for a different size or colour (subject to availability).

What if the item is faulty or damaged?
Contact us within 30 days with photos. We’ll provide a full refund or replacement and a prepaid return label (even for international orders).

Are sale items eligible for returns?
Yes, sale items can be returned under the same conditions. Final sale / clearance items marked “non-returnable” are excluded.

What items cannot be returned?

• Underwear, swimwear, earrings and personalised items.
• Items that have been worn, washed or had tags removed.

Any updates on sales, new releases, and upcoming drops can be found across our social media.

Instagram: @nephalemofficial
TikTok: @nephalemofficial
Facebook: @nephalemofficial