Shipping Costs: Get FREE Shipping!

Shipping costs depend on the order size and delivery address. Shipping costs are FREE por purchases over 50 € in Spain and over 200 € for the rest od the countries. Store pick up is always FREE.


Deliveries in Spain* and Portugal 

Between 0.00 € and 49.99 €

Bigger than 49.99 € 


Costs according to size

3.95 €

0.00 €


Deliveries in other countries

Between 0.00 € and 149.99 € 

Between 150 € and 199.99 €  

Bigger than 200 €

Costs according to size

12.95 €

6.95 €

0.00 €


 *Please note that for orders sent to the Canary Islands clients may have to cover additional service and customs charges at the discretion of the carrier and local laws.



Where Can I Receive my Order?

Your order can be sent to the address of your choice if it is included in the online store delivery zone: Spain, Portugal (excluding Madeira and The Azores islands), France, Ireland, Italy, Germany, Belgium, Netherlands,


United Kingdom, Luxembourg, Austria, Norway, Poland, Switzerland


You will receive an e-mail from our logistics operator both when your order leaves the warehouse and when its delivered.


You may also send your order for store pick up to any of our Naëlle stores witihin the Iberian peninsula (excluding the ones located in El Corte Inglés).


You may consult the status of your order at any time when accesing "My Orders" tab and clicking on "My Account".


Delivery Dates

- Iberian Peninsula

24 hours for orders placed between Monday and Thursday. 72 hours for orders placed between Friday and Sunday.


- Balearic Islands

48 hours for orders placed between Monday and Thursday. 4 days for orders placed between Friday and Sunday.


- Canary Islands

Up to 6 days for orders placed between Monday and Thursday. Up to 12 days for orders placed between Friday and Sunday.

* Subject to custom control.


- International

48 hours for France, Germany, Austria, Belgium, Holland, Italy, Luxemburg and United Kingdom.

72 hours for Norway, Poland, Ireland, Switzerland and Portugal. 



Free Returns to Stores

If you are not satisfied with an item, you have 30 days after the order has been placed to exchange it or request a refund. It couldn´t be easier! 

Just go to one of our Naëlle stores in Spain (excluding outlets, multibrand stores, Aena and El Corte Inglés) and complete the returns form showing wich item(s) you wish to return.

If you need to print out a returns form click here.

The store will give you a return receipt and the money will be refunded to you within 14 calendar days via the same method used for payment.


Free home pick-up

You have 30 days after placing your order to return it. To do so, you can request home collection and we will send a courier to collect your parcel.

If you are registered, log into your account and select the order you wish to return.

Scroll down, click on RETURN and choose Free home pick-up, click on Request pick-up and fill the online form.

You will receive a confirmation e-mail with full details of your request.

Print the shipping label, pack the items in the original packaging (if possible), close securely the package, stick the shipping label to the package and we will send a courier to collect your return from the address you select.

The refund will be made using the same payment method to purchase the item within 14 days from the date we receive your parcel at our warehouse


Returns by mail

You have 30 days from the date your order was purchased to return it by mail.

Package your items securely, in the original packaging if possible, and include the returns form.

If you need to print out a returns form click here.

Send your parcel via your chosen method of transport to the following address: 



P.I. Río de Janeiro.

C/ Rafael Pillado Mourelle

s/n; 28110 Algete (Madrid)


Bare in mind that for returns by post, cash on delivery parcels will not be accepted and shipment costs will not be paid or refunded.

As soon as we receive your parcel at our warehouses, we will start to process your returned item (s).

Your money will be refunded via the same method used for payment.

For more information click here.




It  is not possible to exchange items that have been purchased online. The item must be returned via the online channel. The refund for the returned item will be issued via the online store within a few days.

In high street stores in Spain, to change an item for another one, we will issue a refund for the original item and you may purchase the other item using your chosen method of payment.


Entrega en España (Península y Baleares)