Shipping & Delivery Policy

Last updated: 5 August 2026

At NERRA, we carefully prepare every order so that your studio essentials arrive in clean, ready-to-wear condition.

This Shipping & Delivery Policy explains:

• Where we currently deliver;
• How orders are processed;
• Estimated delivery times;
• Shipping costs;
• Free shipping eligibility;
• Tracking and customs arrangements; and
• What to do if a parcel is delayed, damaged or cannot be located.

This policy applies to orders placed through:

Website: nerraactive.com
Email: hello@nerraactive.com

NERRA is operated by FLOWRA LTD, a company registered in England and Wales.

Nothing in this policy limits or excludes any mandatory rights available to you under applicable consumer law.

Order Fulfilment

NERRA works with international fulfilment and shipping partners to prepare and deliver orders.

Depending on product availability and the delivery destination, an order may be dispatched from a fulfilment location outside the customer’s country.

The dispatch location does not change the product price, estimated delivery time, shipping charge or import-charge information displayed on our website or at checkout.

Orders may occasionally be divided into more than one parcel where products are fulfilled separately.

If an order is divided into multiple parcels:

• You may receive more than one shipping confirmation;
• Each parcel may have a separate tracking number;
• Parcels may arrive on different dates; and
• No additional shipping charge will apply unless it was clearly displayed before the order was completed.

Countries We Deliver To

NERRA currently delivers to:

• United Kingdom;
• United States;
• Canada;
• Australia;
• New Zealand; and
• Germany.

Delivery is available only where the relevant country and delivery address can be selected at checkout.

Certain remote areas, islands, military addresses, PO boxes or restricted locations may not be eligible for delivery or may require additional delivery time.

Our available delivery countries may change depending on carrier coverage, local restrictions and operational availability.

The countries and addresses available at checkout represent our current delivery coverage.

Order Processing

Orders are normally processed within 1–3 business days after the order is placed.

Business days do not normally include weekends or public holidays.

Orders placed on a weekend, public holiday or after the applicable daily processing cut-off may begin processing on the next business day.

During busy periods, product launches, promotional events, public holidays or unexpected operational disruption, processing may take slightly longer.

Once your order has been dispatched, we will send a shipping confirmation email with tracking information where available.

Estimated Delivery Times

Estimated transit times are counted from the date the order is dispatched, not from the date the order is placed.

The total estimated delivery time consists of:

Order processing time plus estimated transit time

Our current estimated transit times are:

Including the standard processing period of 1–3 business days, the estimated total time from placing an order to delivery is generally:

These delivery times are estimates and are not guaranteed.

Actual delivery may be affected by:

• The delivery destination;
• Local carrier operations;
• Customs or border processing;
• Public holidays;
• Severe weather;
• Seasonal demand;
• Security inspections;
• Local delivery disruption;
• Carrier capacity;
• Incorrect or incomplete delivery information; or
• Other events outside our reasonable control.

We will take reasonable steps to assist with delivery issues.

Nothing in this section limits any rights available under applicable consumer law.

Standard Shipping Costs

Shipping costs are calculated according to the delivery country and displayed at checkout before the order is completed.

Our current standard shipping rates are:

The applicable shipping rate is determined by the delivery address entered at checkout.

Shipping charges may be displayed in the currency used by the relevant website market or checkout.

The final shipping charge displayed at checkout is the amount payable for the selected delivery method.

NERRA may update shipping rates where reasonably necessary. Any applicable shipping cost will be displayed before the customer completes the order.

Free Standard Shipping

Free standard shipping is currently available for eligible orders with a qualifying merchandise value of $50 or more.

Unless otherwise stated:

• The qualifying amount is calculated after product discounts have been applied;
• The threshold applies to the merchandise subtotal;
• Shipping charges do not count towards the qualifying threshold;
• Free shipping is available only for eligible orders delivered to the United Kingdom, United States, Canada, Australia, New Zealand or Germany;
• Free shipping applies only to the standard shipping method displayed at checkout;
• Express, priority or upgraded shipping services are not included; and
• The order must continue to meet the qualifying threshold after any cancellation, amendment or adjustment.

Where another currency is displayed for a particular market, the website or checkout may show the corresponding local-market threshold.

The free shipping eligibility, qualifying threshold and final shipping charge displayed at checkout will apply to the order.

Taxes, Duties and Import Charges

NERRA works with its international fulfilment and shipping partners to manage customs clearance where applicable.

For most orders, the amount displayed at checkout is the final amount paid to NERRA, and customers should not normally be asked to pay additional import duties, customs fees or taxes upon delivery.

If a carrier, postal service or customs authority unexpectedly requests an additional import-related payment, please contact us before making payment:

hello@nerraactive.com

Please provide:

• Your order number;
• A copy or clear photograph of the payment request;
• The amount requested; and
• The name of the carrier, postal service or authority.

We will review the request and provide appropriate guidance.

Customs and border processing may occasionally cause delivery delays outside our reasonable control.

Any customs, tax and shipping information displayed on our website or at checkout is based on the delivery arrangements available at the time of purchase.

Tracking Your Order

Where tracking is available, you will receive a tracking number or tracking link by email after your order has been dispatched.

Tracking information may take several business days to update, particularly:

• Before the first carrier scan;
• While the parcel is moving between international and local carriers;
• During customs processing; or
• Before the local delivery provider receives the parcel.

A temporary lack of tracking movement does not necessarily mean that the parcel has been lost.

Please check:

• Your shipping confirmation email;
• Your spam or junk email folder;
• The carrier tracking page; and
• The delivery address entered at checkout.

Incorrect or Incomplete Shipping Addresses

You are responsible for checking that your shipping address is accurate and complete before submitting your order.

If you notice an address error after placing your order, contact us as soon as possible:

hello@nerraactive.com

Please include:

• Your order number;
• The incorrect address; and
• The corrected delivery address.

We will try to help, but we cannot guarantee that an address can be changed after an order has entered processing or has been dispatched.

If an order cannot be delivered because an incorrect or incomplete address was provided:

• The parcel may be returned to the sender;
• Redelivery may not be available;
• Additional delivery or return costs may apply; and
• Any refund will normally be assessed after the parcel has been returned and identified.

Any deduction will be made only where permitted by applicable law and will reflect reasonable costs actually incurred.

Changing or Cancelling an Order

If you need to change or cancel an order, contact us as soon as possible:

hello@nerraactive.com

We will try to accommodate the request, but we cannot guarantee that an order can be changed or cancelled after processing has begun.

Once an order has been dispatched, we normally cannot change:

• The delivery address;
• The delivery method;
• The products included in the order; or
• The recipient’s details.

If an order has already been dispatched, the applicable return process will normally apply after delivery.

Please refer to our Returns & Refunds Policy for further information.

Delayed Packages

A parcel may still be in transit even if it has passed the earlier part of the estimated delivery range.

Please contact us if your order has not arrived by the end of the applicable estimated delivery window:

hello@nerraactive.com

Please include:

• Your order number;
• Your delivery address;
• Your tracking number, where available; and
• Any tracking updates or carrier messages.

We may ask you to allow a short additional period while we contact the fulfilment provider or carrier.

Where a delivery delay becomes substantial, we will review the circumstances and provide an appropriate solution in accordance with applicable consumer law.

Parcels Marked as Delivered but Not Received

If tracking shows that a parcel has been delivered but you cannot locate it, please first:

• Check the delivery location and any safe place;
• Ask other household members;
• Check with neighbours;
• Check with reception, building management or a concierge;
• Review any delivery photograph or carrier notice; and
• Contact the local carrier where practical.

After completing these checks, contact us promptly at:

hello@nerraactive.com

Please provide your order number and tracking details.

We will review the delivery information and may open an investigation with the relevant carrier or fulfilment partner.

Submitting a false non-delivery claim may result in the claim being refused and may be reported where appropriate.

Lost Packages

A parcel is not automatically treated as lost because tracking has temporarily stopped updating.

Where the carrier or fulfilment provider confirms that a parcel has been lost, or where the available evidence reasonably indicates that it will not be delivered, we will provide an appropriate solution.

Depending on the circumstances, this may include:

• Sending a replacement;
• Issuing a refund; or
• Providing another suitable resolution agreed with the customer.

Your mandatory legal rights remain unaffected.

Damaged Parcels

Please inspect the parcel when it arrives.

If the outer packaging is visibly damaged, please photograph it before opening where reasonably possible.

If the parcel or its contents are damaged, contact us promptly:

hello@nerraactive.com

Please include:

• Your order number;
• Clear photographs of the outer packaging;
• Photographs of the damaged item;
• A photograph of the shipping label; and
• A description of the issue.

Please keep the packaging and damaged product until we have reviewed the matter, as the carrier may require further evidence.

We will review the case and provide an appropriate solution.

Missing or Incorrect Items

Please contact us promptly if:

• Part of your order is missing;
• You received the wrong product;
• You received the wrong colour or style; or
• The quantity received does not match the order.

Email:

hello@nerraactive.com

Please provide:

• Your order number;
• Details of the missing or incorrect item;
• Photographs of the products received;
• A photograph of the shipping label; and
• A photograph of the outer packaging where relevant.

We will review the matter and arrange an appropriate solution.

Split Shipments

Some orders may be sent in separate parcels because of stock availability or fulfilment arrangements.

If your order is divided into multiple parcels:

• You may receive more than one shipping confirmation;
• Each parcel may have a different tracking number;
• Parcels may arrive on different dates; and
• You will not be charged additional shipping unless this was clearly disclosed before purchase.

If only part of your order has arrived, please check all shipping confirmation emails before reporting an item as missing.

Refused Deliveries

Please contact us before refusing delivery.

Refusing a parcel does not automatically cancel the order or guarantee an immediate refund.

If a parcel is refused and returned to the sender:

• We will assess the order after the parcel has been returned and identified;
• The goods may need to be inspected;
• Reasonable shipping or return costs may be deducted where legally permitted; and
• Any remaining eligible refund will be issued according to our Returns & Refunds Policy.

Refusing delivery does not affect any mandatory statutory cancellation or consumer rights.

Unclaimed and Undeliverable Parcels

A parcel may be returned if:

• It is not collected from a collection point;
• The carrier cannot access the delivery address;
• The delivery address is incorrect or incomplete;
• The recipient is unavailable after repeated delivery attempts; or
• Local delivery requirements are not completed.

If a parcel is returned to the sender, we will assess it after it has been received and identified.

Where the delivery issue was not caused by NERRA or the carrier, reasonable original delivery, return or redelivery costs may be deducted or charged where permitted by law.

Delivery Restrictions

We may be unable to deliver to certain addresses or locations because of:

• Carrier restrictions;
• Customs regulations;
• Sanctions or legal restrictions;
• Product limitations;
• Safety concerns;
• Service availability; or
• Operational restrictions.

We may contact you if an order cannot be delivered as submitted.

If we cannot fulfil an order, we will cancel the affected part and refund the corresponding payment.

Events Outside Our Reasonable Control

Order processing or delivery may be delayed by events outside our reasonable control, including:

• Severe weather;
• Natural disasters;
• Industrial action;
• Border closures;
• Government restrictions;
• Customs delays;
• Carrier disruption;
• Public health emergencies;
• Network or technology disruption; or
• Other exceptional events.

Where this happens, we will take reasonable steps to minimise the impact and resume performance when reasonably possible.

Your mandatory consumer rights are not affected.

Returns and Refunds

Shipping-related returns and refunds are handled in accordance with our Returns & Refunds Policy.

Please review that policy for information about:

• Return eligibility;
• Return deadlines;
• Return shipping costs;
• Faulty or incorrect items;
• Refund processing;
• Original delivery charges; and
• Refused or undeliverable parcels.

Contact Us

For shipping and delivery enquiries, contact:

FLOWRA LTD, trading as NERRA
Company number: 17017647
Registered office: 128 City Road, London, EC1V 2NX, United Kingdom
Email: hello@nerraactive.com
Website: nerraactive.com