Shipping policy
1. Order Processing
Orders are typically processed within 1–3 business days, Monday to Friday, excluding Indonesian public holidays.
Once your order has been placed, we’ll verify the order details and prepare it for dispatch with our fulfilment partners.
Estimated delivery times begin after your order has been dispatched.
If you need to update your shipping address, please contact us within 12 hours of placing your order at fromnostos@gmail.com, including your order number. While we’ll do our best to accommodate changes, we cannot guarantee that an address can be changed once processing has begun.
2. Where We Ship From
NOSTOS works with production and fulfilment partners across different locations. Depending on product availability and destination, orders may be fulfilled and shipped from locations including Hong Kong, China, or Bali, Indonesia.
As a result, the shipping origin shown on your parcel may vary between orders.
3. Shipping & Estimated Delivery
All shipping services include tracking.
Estimated delivery times after dispatch are:
Australia: 7–15 business days
New Zealand: 8–16 business days
USA & Canada: 8–18 business days
UK & Europe: 8–18 business days
Asia (selected regions): 7–15 business days
Rest of World: 10–25 business days
These timeframes are estimates and are not guaranteed. Customs processing, local carrier delays, security checks, public holidays, peak periods, and delivery to rural or remote areas may result in additional transit time.
4. Shipping Fees & Free Shipping
We offer worldwide tracked shipping for a flat rate of $12 USD.
Orders over $150 USD qualify for free shipping.
Applicable shipping charges will be displayed at checkout before payment.
5. Tracking Your Order
Once your order has been dispatched, you’ll receive tracking information by email.
Tracking activity may take 2–5 business days to appear after your tracking number has been issued.
If your tracking has not updated for more than 7 business days, please contact us and we’ll help follow up with the carrier.
6. Split Shipments
Orders containing multiple items may occasionally arrive in separate parcels and may have different tracking numbers.
You will not be charged additional shipping fees solely because your order is divided into multiple shipments.
7. Customs, Duties & Taxes
International orders may be subject to customs duties, VAT, import taxes, or other fees imposed by the destination country.
Unless otherwise stated at checkout, these charges are not included in the product or shipping price and are the responsibility of the recipient.
NOSTOS cannot mark orders as gifts or declare a value lower than the actual order value for customs purposes.
8. Delayed, Lost or Missing Deliveries
Delayed orders
If your order has exceeded the maximum estimated delivery timeframe by more than 7 business days, please contact us so we can assist with a carrier investigation.
Lost parcels
If the carrier confirms that your parcel has been lost in transit, please contact us and we’ll reship or refund according to our policy.
Marked as delivered but not received
If tracking shows your parcel as delivered but you cannot locate it, please first check with household members, neighbours, building management, your local post office or collection point, and the local carrier.
If the parcel still cannot be located, please contact us as soon as possible so we can assist with the available carrier claim process.
9. Incorrect Shipping Addresses
Please ensure your shipping information is complete and accurate before placing your order.
If an incorrect or incomplete address results in a parcel being returned, refused, lost, or disposed of by the carrier, additional shipping charges may apply if the order needs to be resent.
10. Refused & Undeliverable Parcels
If a parcel is refused, unclaimed, or returned to sender due to circumstances outside our control, any applicable reshipping costs may be the customer’s responsibility.
Where a refund is applicable, it will be handled in accordance with our Refund Policy once the returned parcel has been received and assessed.
11. Public Holidays & Peak Periods
Processing and delivery may take longer during public holidays, major sales events, and peak shipping periods, particularly between November and January.
We appreciate your patience during these periods.
12. Contact Us
If you have any questions about your order or delivery, we’re happy to help.
Email: fromnostos@gmail.com