Shipping policy

Last updated: October 2, 2026

Processing time

In-stock orders are prepared within 2 to 7 business days after payment is confirmed. Pre-order and made-to-order pieces ship once produced; the estimated time (generally 10 to 60 business days) is shown on each product page. Business days are Monday to Friday, excluding Mexican public holidays.

Shipping options and rates (MXN)

Transit times are carrier estimates, not guarantees. We are not responsible for delays caused by carriers, weather, customs or other events beyond our control.

International orders: duties and taxes included

International orders ship with import duties and taxes prepaid by NICOLETTA. You will not pay additional customs charges for a standard delivery. If a carrier asks you for any extra payment on delivery, contact us before paying.

If you refuse an international delivery, the order is treated as a return: we will refund the product price minus the original shipping, return shipping and any duties, taxes or fees we paid.

Address accuracy

Please check your address carefully. We are not responsible for orders sent to an incorrect or incomplete address provided at checkout. If a package is returned to us because of an address error or failed delivery attempts, we can reship it once you pay the new shipping cost. We do not ship to P.O. boxes or package-forwarding services.

Tracking

You will receive a shipping confirmation email with a tracking number. Tracking may take up to 48 hours to update.

Proof of delivery

An order is considered delivered when the carrier's tracking shows it as delivered to the shipping address entered at checkout. The carrier's delivery record (scan, date and time, and where available signature, photo or GPS location) is proof of delivery. From that moment, responsibility for the package passes to you, and NICOLETTA is not responsible for packages lost, stolen or damaged after delivery, including packages left with a doorman, reception, a neighbor or another person at the address.

Signature on delivery

We may require a signature on delivery for any order, at our discretion. You may also request it by writing to us before your order ships.

If tracking shows "delivered" but you don't have your package

1. Check with doormen, reception, neighbors and anyone else at the address.

2. Email info@nicolettaoficial.com within 48 hours of the delivery date with your order number.

3. We will open an investigation with the carrier. You agree to cooperate, including by signing a written statement that you did not receive the package if the carrier requests it.

4. If the carrier confirms the package was not delivered or was lost in transit, we will replace the item or issue a full refund. If the carrier confirms delivery, the order is considered complete and no refund or replacement is due.

Delivery problems not caused by us

NICOLETTA is not responsible for loss or delay when an order cannot be delivered because of: an incorrect or incomplete address; no one available to receive it after the carrier's attempts; refusal of the package; failure to collect it from the carrier's office within its holding period; an unreachable phone number; or restricted access to the address. If the package is returned to us, we can reship it once you pay the new shipping cost, or refund the product price minus original shipping, return shipping and any duties, taxes or fees we paid.

Delayed or damaged packages

• If your order has not arrived within 5 business days after the estimated delivery window and tracking does not show it as delivered, email us and we will open an investigation with the carrier.

• If your package arrives damaged, photograph the box and the item before opening further, and contact us within 48 hours of delivery. If the carrier confirms damage in transit, we will replace the item or issue a full refund.

In-store pickup

Not available at this time.

Questions

info@nicolettaoficial.com