Shipping Policy
At NÜ IVEN, we pay particular attention to the preparation and dispatch of each of our orders. The purpose of this Shipping Policy is to inform you clearly and transparently about the procedures for preparing, shipping, and delivering our creations.
THALEN & Co, operator of the NÜ IVEN brand and the online store https://nuiven.com, makes every effort to ensure that your orders are shipped and delivered under the best possible conditions, anywhere in the world. This Shipping Policy details the terms and conditions applicable to all orders placed on our store.
Article 1 — DDP Principle: All-Inclusive Price, No Hidden Fees
NÜ Iven delivers exclusively in DDP (Delivered Duty Paid — Incoterms® 2020) mode. This means that the price displayed and paid when placing your order is the final and total price, including:
– The price of the product(s)
– Shipping and delivery costs (offered on all orders)
– All applicable taxes, customs duties, and import fees in your destination country
No additional fees will be requested upon receipt of your package, regardless of your worldwide destination. Thalen & Co fully handles customs management and, depending on the markets and amounts, pays all applicable duties and taxes.
Our commitment to pricing transparency is one of the foundations of the NÜ IVEN experience. The amount paid when placing your order corresponds to the final amount of your purchase. No additional fees will be requested upon delivery.
Article 2 — Origin of Shipments
Our products are manufactured and shipped from our workshops and partner warehouses, primarily:
– In Europe — Europe
– In Asia — Asia
The shipping origin of a specific product is indicated on its product page when relevant to the delivery time. The fact that the product is shipped from Asia does not incur any additional customs fees for the customer, in accordance with our DDP commitment.
Article 3 — Delivery Times
3.1 Contractual Reference: The Product Page
Each product page indicates an estimated delivery time specific to the product concerned. This information constitutes the applicable contractual reference for your order. This indication is the priority contractual reference and takes precedence over any general indicative deadline.
The delivery time starts from the payment confirmation of your order (and not from the order date in case of a bank validation delay).
3.2 Product-Specific Delivery Time
NÜ Iven offers a wide range of products made to order or shipped from various partner warehouses. Delivery times therefore vary significantly from one product to another depending on its nature, shipping origin, and your destination country.
The estimated delivery time specific to each product is indicated directly on its product page. We invite you to consult this information before placing an order. This indication is contractually binding.
We choose not to display generic deadlines by geographical area, so as not to create inaccurate expectations. Only the deadline on the product page reflects the logistical reality of each item.
3.3 Preparation Time
Before shipping, each order undergoes quality control and careful packaging. Preparation time is generally 24 to 72 business hours from payment confirmation. This period is included in the total time indicated on each product page.
3.4 Bulky or Oversized Products
Some large products (XXL chandeliers, multi-branch suspensions, bulky structures) may require an adapted mode of transport (express freight, pallet delivery or with specific handling). If applicable, this information is specified on the relevant product page. Longer delivery times may apply for these products depending on the destination.
Article 4 — Carriers
THALEN & Co uses several recognized logistics providers, selected according to the destination and type of product. Our main partners are:
– PostNL — primarily Europe
– DHL Express — worldwide, used for urgent shipments and non-EU destinations
– DPD — Central and Eastern Europe
– FedEx — North America and distant destinations
– Aramex — Middle East
– Singapore Post / Australia Post — Asia-Pacific
– Local partner carriers — for last-mile optimization depending on the country
THALEN & Co reserves the right to choose the most suitable carrier for your order, based on the destination country, the weight and volume of the package, and the desired delivery times.
Article 5 — Order Tracking
As soon as your package is dispatched, you will automatically receive an email containing:
– Your package tracking number
– A direct tracking link to the relevant carrier's website
– The updated estimated delivery time
You can also track the status of your order from your customer account on nuiven.com, under "My Orders."
If you do not receive the tracking email within 5 business days of your order confirmation, please contact us at hello@nuiven.com, stating your order number.
Article 6 — Delivery and Transfer of Risk
6.1 Delivery Address
Delivery is made to the address indicated during the order. THALEN & Co declines all responsibility in case of an incorrect, incomplete, or illegible address provided by the customer. In case of an address error reported before shipment, contact us immediately at hello@nuiven.com — we will do our best to correct the address, without guarantee if the package has already been taken over by the carrier.
6.2 Transfer of Risk
In accordance with the General Terms and Conditions, the transfer of risk of loss or damage occurs at the time of physical delivery of the package to the customer or the person designated by them at the delivery address. Until that moment, THALEN & Co bears the risks associated with transport.
6.3 Absence during Delivery
In case of absence during the delivery attempt, the carrier will leave a notice of passage. Depending on the carrier and the country, the package will either be:
– Deposited at a relay point or local post office (with a notice indicating the location)
– Presented for a new delivery attempt
– Held in temporary storage for a variable period depending on the carrier (usually 10 to 15 days)
After this period, if the package is not collected, it may be returned to the sender. In this case, contact us at hello@nuiven.com to arrange a new shipment (re-shipping fees may apply if non-delivery is attributable to the customer).
6.4 Damaged Package upon Receipt
If you notice that your package is visibly damaged upon delivery:
– Make precise and detailed reservations with the delivery person before signing
– Photograph the package before opening (visible outer packaging)
– Photograph the product after opening if damaged
– Contact us within 48 hours at hello@nuiven.com with your photos and order number
THALEN & Co will handle the replacement or refund as appropriate, at no cost to the customer.
⚠ Do not refuse the damaged package without contacting us first — a refusal without prior notification may complicate the handling of the claim with the carrier.
Article 7 — Lost or Undelivered Package
If your package has not been delivered after the estimated time on your product page (+ 7 business days grace period), proceed as follows:
– First check the tracking status via the link provided in your shipping email
– Check with your neighbors or concierge if a delivery attempt was made
– Check if a delivery notice was left and if the package is awaiting collection at a relay point
If the package remains untraceable, contact us at hello@nuiven.com, providing your order number and tracking number. We will initiate an investigation with the carrier as soon as possible (usual investigation time: 5 to 15 business days depending on the carrier and destination).
At the end of the investigation:
– If the package is declared lost: THALEN & Co will re-ship the product or issue a full refund, at your choice, at no cost
– If the package is found and deliverable: re-routing will be arranged
– If non-delivery is due to an incorrect address provided by the customer: re-shipping fees may apply
Article 8 — Force Majeure and Logistics Disruptions
THALEN & Co cannot be held responsible for delivery delays resulting from events of force majeure as defined in Article 1218 of the Civil Code, or disruptions beyond its control, including:
– Natural disasters (storms, floods, earthquakes, pandemics)
– Strikes or social disruptions affecting postal or transport services
– Unforeseen governmental decisions or customs restrictions
– Disruptions to transport infrastructure (border closures, air restrictions)
– Exceptional overload of delivery services during periods of high activity
In case of significant delay due to such an event, THALEN & Co undertakes to inform the customer as soon as possible and to propose available solutions (delivery postponement, refund if the delay becomes unreasonably long).
Article 9 — Specifics by Geographical Area
9.1 United Kingdom — post-Brexit
Since January 1, 2021, the United Kingdom is a third country outside the European Union. NÜ Iven continues to deliver to the United Kingdom in DDP mode: no customs duties or import VAT will be charged to the customer. THALEN & Co pays the applicable UK Import VAT. Delivery times may be slightly extended due to UK customs formalities.
9.2 United States and Canada
Shipments to the United States and Canada are made in DDP mode. THALEN & Co pays applicable customs duties and import taxes (US Customs Duties, Canadian GST/HST as appropriate). No fees will be requested from the customer upon receipt. Customs clearance times may vary depending on local customs services.
9.3 Middle East — UAE and Gulf countries
Deliveries to the United Arab Emirates, Saudi Arabia, Qatar, Kuwait, and Bahrain are carried out via DHL or Aramex. THALEN & Co covers the applicable local VAT (UAE VAT 5%, KSA VAT 15%, etc.) as part of the DDP commitment. Verification of the delivery address may be required for certain destinations.
9.4 Asia-Pacific
Deliveries to Singapore, Australia, Japan, South Korea, and Hong Kong are managed via DHL and local postal partners. Local import taxes (Singapore GST 9%, Australia GST 10%, etc.) are included in the DDP price. Singapore is our most active market in the region and benefits from optimized delivery times.
9.5 Latin America
Deliveries to Brazil, Mexico, Chile, Argentina, and other Latin American countries may be subject to specific and potentially longer local customs procedures. THALEN & Co covers customs duties under the DDP framework, but local customs clearance times can vary significantly by country and are beyond our direct control.
Article 10 — Contact and Customer Service
Our team is at your disposal for any questions regarding the shipment, tracking, or delivery of your order.
|
|
hello@nuiven.com (response within 24–48 business hours) |
|
|
+33 6 88 95 29 96 — messages only |
|
Postal mail |
THALEN & Co — 177 route de mezy – 74250 Viuz en Sallaz |
|
Order Tracking |
From your customer account on luxarmonie.com > "My orders" |
When contacting us about an order, please always provide your order number (format #XXXX) to facilitate the processing of your request.
