Order tracking
Where is my order?
Every order gets a tracking link by email the moment it leaves us. If you cannot find it, here are three other ways in.
Check your account
Sign in with the email address you used at checkout. We send a one-time code — there is no password to remember. Your order and its tracking link are on the account page.
Sign in and see my orderFind the dispatch email
Search your inbox for NENALI. That email carries the carrier name and the tracking number. Worth checking promotions and spam — it lands there more often than it should.
Or just ask us
Send your order number and we look it up by hand. A person answers, usually within one business day.
Email usHow long it takes
Dispatch, then delivery.
The two are counted separately — delivery time starts when the parcel leaves us, not when you order.
to dispatch
United States
United Kingdom
European Union
Carrier estimates, not guarantees. Customs can add time on international orders. Full detail in the shipping policy.
Common questions
When something looks wrong.
My tracking link hasn’t updated.
Carriers often scan a parcel for the first time a day or two after collection, so a quiet link on day one is normal. If nothing has moved after three business days, tell us and we chase them.
It says delivered and I have nothing.
Check with anyone else at the address, and look for a safe place or a neighbour first — that resolves most of them. If it is still missing, email us: we replace it at our cost rather than send you to argue with the carrier.
Can I change the delivery address?
Before dispatch, yes — email us straight away. Once it has shipped we cannot reroute it.
Can I cancel?
If it has not been dispatched, yes, and we refund immediately. After that it falls under the 60-day guarantee.
Something arrived damaged.
Email us within 30 days with your order number and a photograph. We replace it at our cost and there is nothing to send back.
Still stuck? support@nenali.com — one business day, a person.