Shipping policy

Shipping Policy

Last updated: 07/28/2026

1. Delivery areas

Nealya currently ships orders to the following countries:

France Germany Belgium Luxembourg Netherlands Italy Spain Portugal Austria

Orders are shipped from France, from Nealya's storage location.

2. Order preparation

Orders are prepared once payment has been fully confirmed.

The standard preparation time is 2 to 5 business days.

This timeframe may exceptionally be extended during particular periods such as:

  • highly anticipated K-pop album releases;
  • periods with a high volume of preorders;
  • year-end holidays;
  • promotional periods;
  • a temporary sharp increase in order volume.

Orders containing preorder items are shipped only once all the items concerned have been received.

If an order contains both immediately available items and preorder items, the entire order will be shipped once all products are available.

Customers wishing to receive their available items quickly are advised to place a separate order for in-stock products and preorder products.

3. Delivery methods

Deliveries are carried out via the following carriers:

Mondial Relay Colissimo Chronopost

A tracking number is provided to the customer for each shipped order.

Estimated delivery times after shipment are generally around 3 to 5 days, depending on the carrier selected and the destination.

These timeframes are given for informational purposes and may vary depending on transport conditions, the operation of delivery services, or events beyond Nealya's control.

4. Shipping costs

Shipping costs are calculated automatically at checkout based on:

  • the weight of the items;
  • the volume of the items;
  • applicable carrier rates;
  • the delivery destination.

Free shipping is offered under the following conditions:

Mainland France Free pickup point delivery from €100 of purchases. Free Colissimo home delivery from €200 of purchases.

Germany Free Chronopost from €170 of purchases. Free Mondial Relay from €180 of purchases.

Austria Free Chronopost from €180 of purchases.

Belgium, Luxembourg, Netherlands, Spain, Italy, and Portugal Free Chronopost and Mondial Relay from €160 of purchases.

5. Order packaging

Items are carefully packaged to limit the risk of damage during transport.

Special attention is given to fragile or collectible products, in particular albums, photocards, and derivative products.

Secondhand items are packaged under suitable conditions to preserve their condition during shipping.

6. Verification of delivery information

When placing an order, the customer is responsible for the accuracy and completeness of the delivery information provided, including:

  • recipient's first and last name;
  • postal address;
  • postal code;
  • city;
  • country;
  • any information necessary for the proper delivery of the parcel.

The customer must carefully check this information before finalizing their order.

Nealya cannot be held liable for delivery delays, routing errors, returns to sender, or delivery failures resulting from incorrect, incomplete, or erroneous information provided by the customer.

If an error is reported before shipment, Nealya will make every effort to correct the information where technically possible. However, no modification can be guaranteed once the order has been shipped.

If a parcel is returned to Nealya due to an incorrect or incomplete address provided by the customer, any costs related to reshipping may be charged to the customer.

7. Tracking and receiving parcels

The customer receives a tracking number to follow the progress of their order.

Upon receiving the parcel, the customer is invited to check its outer condition before opening it.

Parcel damaged during transport

If a parcel shows visible damage upon delivery, or if an item is found damaged upon receipt, the customer is advised to:

  • take photographs of the outside of the parcel before opening it, particularly of any visible damage;
  • keep the original packaging and the protective materials used during shipping;
  • take photographs of the inside of the parcel, the protective materials, and the items received;
  • when possible, record a video while opening the parcel in order to keep evidence of the condition of the parcel and products upon receipt;
  • contact Nealya as soon as possible to allow the situation to be assessed and the necessary steps to be taken with the carrier.

This evidence may be required to carry out the necessary procedures with the relevant carrier.

The customer is also asked to follow any procedures requested by the carrier upon receiving the parcel.

Parcel reported as lost or not received

If a parcel is lost, held up in transit, or reported as not received, the customer must contact Nealya so that an inquiry can be opened with the carrier.

Nealya will carry out the necessary steps with the carrier and offer an appropriate solution in accordance with applicable legal provisions.

8. Preorders

The availability or shipping dates indicated for preorder items are provided for informational purposes, based on information supplied by manufacturers or distributors.

Delays may exceptionally occur beyond Nealya's control, in particular due to:

  • manufacturer production delays;
  • supply or distribution delays;
  • delays related to transport or logistics;
  • any event affecting the supply chain.

In such situations, Nealya cannot be held liable for the extension of the originally announced timeframe.

Orders containing preorder items remain subject to the applicable general delivery terms. Shipment takes place once all items concerned have been received.

9. Free gifts and freebies

Nealya may occasionally include small gifts, freebies, or promotional items in certain orders.

These items are offered free of charge, subject to available stock, and do not constitute a mandatory part of the order.

The presence, nature, or availability of these freebies cannot be guaranteed, and their absence cannot be grounds for a claim, refund, or compensation.