FAQ
Returns & exchanges
What if my product arrives damaged or defective?
Report it within 72 hours of delivery by emailing hello@nectelle.com with photos. We will arrange an exchange or another suitable resolution.
Can I return a product I don't like?
Tell us within 48 hours of delivery at hello@nectelle.com. Refunds are processed minus shipping charges both ways. Returns must be in their original packaging, undamaged and in sellable condition, and refunds are approved once we receive them.
Which items can't be returned?
Products bought during a sale or at a discounted price can't be returned or exchanged.
Ordering & shipping
Can I update my shipping address?
Email hello@nectelle.com straight away with your order number and the correct address. We'll do our best, but changes can't be guaranteed once the order is processed.
Can I modify my order?
Contact us quickly at hello@nectelle.com with your order number and the changes. If the order hasn't been processed, we'll cancel it so you can place a new one.
How long does it take to process an order?
Orders are processed within 1–2 business days. Once shipped, you'll get a confirmation email with tracking.
Where do you ship from?
From our storage facility in Delhi, India.
What are the shipping timelines?
Delhi NCR: 3–4 business days. Metro cities: 4–6 business days. Rest of India: 5–7 business days. In Delhi NCR and need it sooner? Message us on WhatsApp or email hello@nectelle.com and we'll try to arrange faster delivery.
Do you offer free delivery?
Yes, on orders above ₹499.
Is Cash on Delivery available?
No, COD isn't available. Let us know if you'd like to see it.
How do you pack fragile items like reed diffusers?
Every item is packed with protective cushioning, bubble wrap and a sturdy box. In the rare event of breakage, send us photos within 72 hours of delivery at hello@nectelle.com and we'll help.
Product queries
The scent feels too strong. How can I reduce it?
Take two or three reeds out of the bottle and set them aside. Fewer reeds release less fragrance. Add them back any time you want it stronger.
After about a week the scent feels weaker. What should I do?
Flip the reeds so the dry ends go into the oil. Repeat every few days, or whenever the fragrance starts to fade. Keep the bottle away from drafts, direct sun and air-conditioning, which make it fade faster.
Wholesale & bulk orders
How can I set up a wholesale account?
We'd love to collaborate. Send us a business enquiry or email hello@nectelle.com.
Do you offer bulk discounts?
Yes, for corporate gifting, events and wholesale buyers. Ask for a quote.
Can I choose the scents for a bulk order?
Absolutely. We offer scent selection for bulk orders, perfect for corporate gifting, weddings and special occasions.
Do you offer private label?
Yes. Tell us about your brand and quantities through the business enquiry form.
Press & collaborations
Who can I contact for press, influencer programmes or collaborations?
Email hello@nectelle.com for all media and partnership enquiries.
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