Shipping policy

Shipping Policy

Last updated: 20 July 2026

This Shipping Policy applies to orders placed with Navella for delivery within the United Kingdom.

Navella is operated by MATHEUS CASTRO AGENCIA DE PUBLICIDADE LTDA, registered in Brazil under CNPJ 48.401.249/0001-35.

Delivery area

Navella currently delivers only to valid addresses within the United Kingdom.

We do not currently accept orders for delivery to other countries through our standard checkout.

Certain remote locations may have limited delivery options or longer delivery estimates. Any available delivery method and applicable charge will be displayed at checkout.

Processing and delivery estimates

Available delivery methods, estimated timeframes and costs are displayed at checkout before payment.

Delivery estimates begin after an order has been accepted and may include both processing and transit time.

Unless another timeframe is expressly agreed with you, we will deliver the goods within 30 days of the contract being formed, as required by applicable UK consumer law.

Order confirmation

After placing an order, you should receive an electronic confirmation containing the relevant order information.

Please review the following details immediately:

  • Products ordered;
  • Size selected;
  • Colour combination;
  • Quantity; and
  • Delivery address.

Contact us as soon as possible if any information is incorrect. We cannot guarantee changes after fulfilment has begun.

Delivery charges

All delivery charges payable to Navella will be displayed in pounds sterling (£) before you submit the order.

We will not add an undisclosed delivery charge after checkout.

International fulfilment

Navella is operated from Brazil, and orders may be processed or dispatched through international sourcing, fulfilment and logistics partners.

As a result, parcels may travel internationally before reaching the United Kingdom.

The use of an international fulfilment partner does not reduce your statutory rights or Navella’s responsibility for delivering the goods.

Taxes, customs and import charges

Any tax, customs duty, import charge or handling fee payable by the customer must be disclosed before the order is submitted where required by law.

If a courier requests an unexpected payment that was not disclosed during checkout, contact help@shopnavella.com before paying or refusing the parcel.

Tracking information

Where tracking is available, a tracking number or link will be sent to the email address used for the order.

Tracking information may take several days to become active after dispatch, particularly when an international logistics partner is involved.

A tracking status that has not yet updated does not necessarily mean that the parcel has stopped moving.

Separate parcels

Items from the same order may occasionally arrive in separate parcels due to availability or fulfilment arrangements.

Where this occurs, you will not be charged an additional delivery fee unless that charge was clearly disclosed and accepted before checkout.

You may receive separate tracking information for each parcel.

Delivery address

You are responsible for providing a complete and accurate delivery address.

Contact us immediately if you notice an error. We cannot guarantee that an address can be changed after processing or dispatch has begun.

If a parcel is returned because of an incorrect or incomplete address provided by the customer, we will contact you regarding available redelivery or refund options.

Any additional charge or deduction will only be applied where lawful, reasonable and clearly justified.

Delivery delays

Delivery estimates are not guaranteed dates unless expressly stated otherwise.

Delays may occur because of:

  • Customs processing;
  • Carrier disruption;
  • Severe weather;
  • Public holidays;
  • High order volumes;
  • Security inspections;
  • Incorrect delivery information; or
  • Other circumstances outside our reasonable control.

We will take reasonable steps to investigate and resolve delays.

If delivery is not completed within the agreed period or the applicable statutory period, you may have the right to set an additional reasonable deadline or cancel the order under UK consumer law.

Lost parcels

If tracking has not updated for an unusual period or a parcel appears to be lost, contact us at help@shopnavella.com.

We will investigate the shipment with the relevant delivery provider.

Where a parcel has not been delivered, we will provide an appropriate remedy in accordance with applicable consumer law. This may include replacement or refund.

Navella’s responsibility for the goods normally continues until they are delivered into your physical possession or that of a person identified by you to receive them.

Damaged parcels

If a parcel arrives visibly damaged, photograph the packaging before opening it where reasonably possible.

Contact us promptly and provide:

  • Your order number;
  • Photographs of the external packaging;
  • Photographs of the affected product; and
  • A description of the damage.

Your statutory rights will not be affected if photographs are unavailable.

Delivery marked as completed

If tracking shows that a parcel was delivered but you cannot locate it:

  1. Check the delivery location and any safe place identified by the carrier;
  2. Ask other members of your household;
  3. Check with neighbours or building reception where appropriate; and
  4. Contact us if the parcel remains missing.

We will investigate the delivery with the carrier. A tracking status alone will not remove any rights you have under applicable law.

Refused or unclaimed deliveries

If you refuse or fail to collect a parcel without exercising a legal right to cancel, the parcel may be returned to us.

We will contact you regarding redelivery or refund options. Reasonable direct costs may be charged or deducted only where legally permitted.

Refusing a parcel does not automatically complete a cancellation. You should also notify us at help@shopnavella.com.

Changes and cancellations

Contact us immediately if you wish to change or cancel an order.

We will try to accommodate your request, but cannot guarantee changes after processing or dispatch has begun.

Your statutory cancellation rights after delivery are described in our Return and Refund Policy.

Contact

For delivery, tracking, delay or damaged-parcel enquiries, contact:

Email: help@shopnavella.com