Here you’ll find answers to frequently asked questions about orders, shipping, payment, and returns. Can’t find your question? Contact us via the contact page.
What does Nuvellohome sell?
We sell home decor for the dining table: speckled stoneware plates and serving bowls, ribbed drinking glasses and carafes, washed linen table runners, cotton napkins, woven jute placemats, brass candleholders, marble boards, and ribbed ceramic vases. Everything stays within a tight palette of oat, stone, clay, and warm brass.
How much does shipping cost?
Standard shipping is free on every order, with no minimum purchase. There are no hidden shipping or processing fees.
How long does delivery take?
Processing takes 1 - 2 days (Monday to Friday). Shipping takes 5 - 7 days (Monday to Friday) to Switzerland, Germany, and Austria, making the total delivery time 6 - 9 days (Monday to Friday). Shipping to the USA takes 6 - 7 days (Monday to Friday), making the total delivery time 7 - 9 days (Monday to Friday).
Which countries do you deliver to?
We deliver to Switzerland, Germany, Austria, and the USA - free of charge everywhere. For deliveries to Germany, Austria, and the USA, we cover all customs duties, import VAT, US import duties, and customs clearance fees - you won’t incur any additional costs upon delivery. We currently don’t deliver to other countries.
Who delivers my order?
Deliveries are handled by Swiss Post. Once your package has shipped, you’ll receive a tracking number by email.
How can I track my order?
Once your package has shipped, you’ll receive an email with a tracking number and link. You can also track your delivery on our Track Your Order page.
Is there an order cut-off time?
Yes. Orders placed Monday to Friday by 3:00 p.m. CET are processed the same day. Later orders and orders placed on weekends are processed the next day (Monday to Friday).
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, and Google Pay. You can see which payment methods are available at checkout and in the footer of every page.
What currency are the prices in?
All prices are displayed and charged in Swiss francs (CHF), including any applicable value-added tax.
Is it safe to pay in your shop?
Yes. The shop is served exclusively over an encrypted TLS connection, and card and wallet payments are processed directly by our payment service providers. We never see or store your full card number.
Can I return an item?
Yes. Customers in Germany and Austria have a statutory 14-day right of withdrawal, which we extend to 30 days. In Switzerland, there is no general statutory right of withdrawal for online purchases, but we voluntarily offer a 30-day return policy from the date of receipt, without needing to provide a reason, as long as the item is unused.
How do I start a return?
Email kontakt@nuvellohome.com with your order number and the items you would like to return. We will reply within 24 hours (Monday to Friday) with the return instructions and return address. Please do not send anything back before you receive these instructions.
Who pays the return shipping costs?
For returns under our voluntary 30-day return policy, you are responsible for the return shipping costs. If an item is defective, damaged in transit, or delivered incorrectly, we will cover the return shipping costs in full.
How long does a refund take?
We process approved refunds within 5 days (Monday to Friday) of receiving your return. Depending on your bank or card issuer, it may take another 3 - 5 days (Monday to Friday) for the amount to appear in your account.
Can a refund be issued to a different card?
No. Refunds are always issued to the original payment method used for the order. It is not possible to issue a refund to a different card or account.
Do you offer exchanges?
Yes. Email kontakt@nuvellohome.com with your order number and what you would like. We will arrange the exchange and confirm any price difference before shipping the replacement item.
Do you charge restocking fees?
No. We do not charge restocking fees on any returns.
What if my order arrives damaged?
Contact us at kontakt@nuvellohome.com with your order number and clear photos of the problem. After reviewing them, we will arrange a replacement or a full refund at no cost to you, and we will cover the return shipping costs.
What warranty applies to your products?
The statutory warranty under the Swiss Code of Obligations (Art. 197 et seq. CO) applies for a warranty period of 2 years from delivery (Art. 210 CO); for customers in Germany and Austria, the statutory warranty under §§ 434 et seq. BGB and §§ 922 et seq. ABGB applies, also for 2 years from delivery. This applies in addition to our voluntary 30-day return policy.
Is your dinnerware dishwasher-safe?
The stoneware plates, ceramic serving bowl, drinking glasses, and glass carafe are dishwasher-safe. The marble serving board and ribbed ceramic vase are hand-wash only, and the jute placemats should be spot-cleaned only. The appropriate care instructions are listed on each product page.
Why does my piece look a little different from the photo?
Our ceramics are fired with reactive glazes, and jute and marble are natural materials. Color, speckling, veining, and texture therefore vary slightly from piece to piece. This is characteristic of the materials and is not a defect.
How do I care for linen and cotton?
Machine-wash the linen runner cold and the cotton napkins warm with similar colors, then tumble-dry on low or air-dry. Ironing while slightly damp will give a smoother result. Do not bleach. Spot-clean the jute placemats only and never soak them.
Can I cancel an order after placing it?
Contact us as soon as possible at kontakt@nuvellohome.com or +41447314512, before the order has been shipped. If it is already on its way, you can return it under our 30-day return policy.
Can I place an order by phone?
Orders are placed through the online store. If you get stuck at checkout, call us during service hours at +41447314512 - we'll guide you through it.
How can I reach customer service?
Email kontakt@nuvellohome.com or call +41447314512. Our service hours are Monday to Friday: 09:00 - 17:00 and Saturday and Sunday: closed (CET). We respond to every inquiry within 24 hours (Monday to Friday).
Where are you located?
Nuvellohome is operated by ADRENASHOP LLC, from its business address at Industriestrasse 38, 8604 Volketswil, Switzerland.