Shipping policy
Last updated: September 2026
Thank you for shopping with NŪRA. This Shipping Policy explains how orders placed through lamaisonura.com are processed, shipped and delivered.
Please review this policy carefully before placing your order.
1. Order Processing
Orders are processed and prepared for shipment within the estimated processing timeframe communicated on our website or during checkout.
Processing times are separate from shipping and delivery times.
Orders placed during weekends, holidays, promotional periods, presales, collection launches or periods of unusually high order volume may require additional processing time.
Once an order has been shipped, you will receive a shipping confirmation where applicable.
2. Shipping Rates
Available shipping methods and applicable shipping charges will be displayed at checkout before you complete your purchase.
From time to time, NŪRA may offer free or discounted shipping subject to specific conditions, such as a minimum purchase amount, destination or promotional period.
Any applicable conditions will be disclosed with the offer.
3. Delivery Estimates
Estimated delivery times shown at checkout or elsewhere on our website are estimates and not guaranteed delivery dates, unless expressly indicated otherwise.
Delivery may be affected by circumstances outside NŪRA's reasonable control, including carrier delays, weather conditions, customs processing, transportation disruptions, high-volume periods and other unforeseen circumstances.
Nothing in this section limits any cancellation, refund or other rights available to you under applicable consumer protection law when an order is not delivered within a legally applicable period.
4. Shipping Address
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Please carefully review your:
- Full name;
- Street address;
- Apartment or unit number;
- City;
- Province or state;
- Postal or ZIP code; and
- Country.
If you discover an error after placing your order, contact us as soon as possible.
We will make reasonable efforts to update the information before fulfillment, but we cannot guarantee that an address can be changed once an order has entered fulfillment or has been transferred to the shipping carrier.
5. Incorrect or Incomplete Addresses
If an order cannot be delivered because the customer provided an incorrect or incomplete address, the package may be returned to NŪRA.
Where permitted by applicable law, additional shipping costs resulting directly from an incorrect or incomplete address supplied by the customer may be charged to the customer if they request that the order be shipped again.
If a refund is requested instead, any treatment of shipping charges will be handled in accordance with our Return & Refund Policy and applicable law.
6. Tracking Information
Where tracking is available, customers will receive tracking information after the order has been shipped.
Please allow reasonable time for the carrier's tracking system to update after receiving your shipping confirmation.
Tracking information is provided by the shipping carrier and may occasionally experience delays or inaccurate intermediate scans.
7. Packages Marked as Delivered
If tracking indicates that your package has been delivered but you cannot locate it, please first:
- Verify the shipping address associated with your order;
- Check around the delivery location;
- Check with other members of your household or anyone who may have accepted the package;
- Check with neighbours, building management, concierge or reception where applicable; and
- Contact the shipping carrier for additional delivery information.
If the package still cannot be located, please contact NŪRA promptly so that the situation can be reviewed.
A tracking status of “Delivered” will be considered relevant evidence when investigating a delivery claim, but each claim will be assessed based on the available circumstances and applicable law.
8. Lost Packages
If tracking indicates that a package may have been lost in transit, please contact us.
Where appropriate, NŪRA may initiate or assist with an investigation with the shipping carrier.
We may require reasonable information or documentation necessary to investigate the shipment before determining the appropriate resolution.
Where NŪRA has a legal obligation to provide a refund, replacement or other remedy, that obligation will not be excluded by this policy.
9. Suspected Theft and Fraudulent Delivery Claims
NŪRA takes package theft and fraudulent delivery claims seriously.
For packages reported as missing after being marked as delivered, we may request reasonable supporting information or documentation to investigate the claim.
Depending on the circumstances, this may include:
- Confirmation of the shipping address;
- Information obtained from the carrier;
- Written confirmation regarding the circumstances of the missing package;
- Proof of identity where reasonably necessary and legally permitted;
- Photographs or other relevant information; and
- In cases involving suspected theft or fraud, a police report or police incident/report number where reasonably necessary.
The submission of a missing-package claim does not automatically guarantee a refund or replacement.
NŪRA may review carrier records, tracking information and supporting documentation before determining the appropriate resolution, subject to applicable consumer protection law.
Fraudulent claims may be refused where permitted by law and relevant information may be provided to payment processors, financial institutions, shipping carriers or competent authorities where legally permitted.
10. Delivery Theft Prevention
Customers are encouraged to monitor tracking information and make reasonable arrangements to receive their package when delivery is expected.
Where available, customers may also choose carrier delivery options designed to reduce the risk of unattended delivery.
Nothing in this section transfers to the customer a responsibility that applicable law places on NŪRA.
11. Returned-to-Sender Packages
A package may be returned to NŪRA because of circumstances including:
- An incorrect or incomplete address;
- An unclaimed package;
- Failed delivery attempts; or
- Refusal of delivery.
If a package is returned to us, we will review the circumstances and contact you where appropriate.
Where the return resulted from information or instructions provided by the customer, reasonable additional shipping charges for reshipment may be the customer's responsibility where permitted by applicable law.
Returned-to-sender packages are not automatically considered approved returns under our Return & Refund Policy.
12. Refused Deliveries
Refusing delivery does not automatically constitute an authorized return.
Customers wishing to return an order should follow the procedure described in our Return & Refund Policy.
Costs arising from an unauthorized refusal of delivery may be handled in accordance with applicable law and our return conditions.
13. Damaged Packages
If your package arrives visibly damaged, please photograph the external packaging before opening it whenever reasonably possible.
If the product inside is damaged, contact us promptly and provide:
- Your order number;
- Photographs of the shipping package;
- Photographs of the product;
- Photographs of any visible damage; and
- A brief description of the issue.
Please retain the packaging until the claim has been reviewed, as the shipping carrier may require it during an investigation.
14. International Orders
Where international shipping is offered, orders may be subject to customs procedures, import requirements, duties, taxes or other charges imposed by the destination country.
Any charges payable by the customer will be disclosed or handled in accordance with applicable law and the shipping terms presented at checkout.
Customs processing may cause delays outside NŪRA's reasonable control.
Customers are responsible for ensuring that products ordered can lawfully be imported into their destination country.
15. Customs and Duties
Where duties, taxes or import charges are not collected by NŪRA at checkout, the recipient may be responsible for applicable charges imposed by local authorities or carriers, where permitted and properly disclosed under applicable law.
NŪRA does not control customs authorities or their processing times.
If you refuse an international shipment because of applicable import charges, any resulting return, refund or reshipping request will be assessed according to the circumstances, our applicable policies and applicable law.
16. Presale and Pre-Order Items
Products identified as Presale or Pre-Order may have processing and shipping timelines different from products currently in stock.
The applicable estimated shipping period will be communicated on the product page, during checkout or otherwise before purchase as required by law.
If an order contains both available and presale products, the order may ship together or separately depending on the fulfillment method communicated for that order.
17. Order Modifications and Cancellations
If you need to modify or cancel an order, contact us as soon as possible.
Because orders may enter fulfillment quickly, we cannot guarantee that a modification or cancellation request can be completed once processing has begun.
Any mandatory cancellation rights available under applicable consumer protection legislation remain unaffected.
18. Risk, Delivery and Consumer Rights
Nothing in this Shipping Policy is intended to transfer to the customer any risk or responsibility that applicable law places on NŪRA.
Nothing in this policy excludes or restricts any mandatory rights available to consumers under applicable law.
19. Contact Us
For questions regarding shipping, delivery or a missing package, please contact:
NŪRA
Website: lamaisonura.com
Email: Nuraofficiel@gmail.com
Please include your order number when contacting us regarding an existing order.