Customer Support
Frequently Asked Questions
Orders & Shipping
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How does order processing work?
How does order processing work?
After payment confirmation, your order goes through quality control and packaging before dispatch. Processing typically takes 1 – 3 business days (Mon–Fri, excluding holidays). You'll receive a shipping confirmation email with your tracking number once dispatched.
What are the estimated delivery times?
What are the estimated delivery times?
Delivery time varies by destination and shipping method.
Average delivery estimates:
- United States & Canada: 7 – 15 business days
- United Kingdom & Europe: 7 – 15 business days
- Australia & New Zealand: 10 – 20 business days
- Rest of the World: 15 – 25 business days
These estimates do not include weekends, holidays, or possible customs inspections.
How do I track my order?
How do I track my order?
Once your order ships, you'll receive an automated email with your tracking number and a direct tracking link. You can also visit nivaleshop.com/pages/track-order at any time. Note: tracking updates may take 3 – 7 business days to appear after the number is issued.
My tracking hasn't updated — what should I do?
My tracking hasn't updated — what should I do?
This is normal for international shipments — packages are often in transit between logistics hubs with no scans. If there are still no updates after 10 business days, contact us at support@nivaleshop.com and we'll open an investigation with the carrier.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
Address changes are possible only before the order is dispatched. Once shipped, the package is under the carrier's control and cannot be redirected. Please email support@nivaleshop.com immediately if you notice an error.
What if I entered an incorrect address?
What if I entered an incorrect address?
Nivalé is not responsible for undelivered orders due to incorrect addresses provided at checkout. Please double-check your address before confirming your order. If a returned parcel arrives back to us, we may reship it upon payment of a new shipping fee.
Can I cancel my order?
Can I cancel my order?
Cancellations are accepted only before the order has been processed or shipped. Once dispatched, the order cannot be canceled due to international transit. Contact us as soon as possible at support@nivaleshop.com if you need to cancel.
Will I be charged customs duties or import taxes?
Will I be charged customs duties or import taxes?
International orders may be subject to customs duties or import taxes based on your country's regulations. These charges are set by local authorities and are completely outside our control. Any applicable fees are the recipient's responsibility. We declare accurate product values on all customs documentation.
Returns & Refunds
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What is your return policy?
What is your return policy?
We accept return and exchange requests in the following situations: you are not satisfied with your purchase, the product has a manufacturing defect, the wrong item was delivered, or the product arrived damaged.
Requests must be submitted within 30 days of delivery. Certain products include an extended 60-day satisfaction guarantee, as indicated on their individual product pages.
To initiate a request, contact us at support@nivaleshop.com with your order number and a brief description of the issue.
How do refunds work?
How do refunds work?
Once your refund request is reviewed and approved, the refund is issued to your original payment method. Please allow 5 – 10 additional business days for it to appear on your statement, depending on your card issuer or bank.
What if my product arrives defective?
What if my product arrives defective?
If a verified manufacturing defect is identified, we'll resolve it at no extra cost — typically through a product replacement or reshipment. We may request photos or a short video as evidence before proceeding.
Does Nivalé offer a product warranty?
Does Nivalé offer a product warranty?
Yes — all products include a 30-day warranty against manufacturing defects under normal use. Certain products carry an extended 60-day warranty, as indicated on their individual product pages.
The warranty does not cover:
- Improper use
- Accidental damage
- Water exposure beyond indicated resistance
- Normal wear and tear
Can I open a chargeback with my bank?
Can I open a chargeback with my bank?
We ask that you contact our support team at support@nivaleshop.com before initiating any chargeback or payment dispute. We resolve most issues quickly and fairly. Chargebacks filed without prior contact may delay the resolution process.
Payments
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Which payment methods do you accept?
Which payment methods do you accept?
We accept: Visa, Mastercard, American Express, Discover, Diners Club, Apple Pay, Google Pay, Shop Pay, Amazon Pay, iDEAL, Bancontact, and USDC. All methods shown at checkout are available for your region.
Is my payment information secure?
Is my payment information secure?
Yes. All transactions are processed through Shopify Payments and other PCI-DSS compliant gateways. Our site uses SSL/TLS encryption. We do not store full credit card numbers on our servers.
Why is my payment under review?
Why is my payment under review?
Some payments undergo automatic security checks to prevent fraud and protect both you and our store. Most reviews are completed within a few hours. If your payment is declined, please contact your bank or try an alternative method.
In what currency are prices displayed?
In what currency are prices displayed?
All prices on nivaleshop.com are displayed in US Dollars (USD) unless otherwise indicated. Currency conversion at checkout is handled by your bank or payment provider.
Products
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Are Nivalé glasses a replacement for prescription lenses?
Are Nivalé glasses a replacement for prescription lenses?
No. Our eyewear — including multifocal, blue light blocking, and photochromic glasses — are lifestyle and visual-aid accessories. They are not certified medical devices and are not a substitute for prescription lenses or professional eye care. We recommend consulting an eye care professional for clinical visual conditions.
How do multifocal (progressive) glasses work?
How do multifocal (progressive) glasses work?
Our multifocal glasses use a progressive lens design that provides different focal zones — typically for near, intermediate, and far vision. They are designed for people who need reading assistance and want a non-prescription magnification aid for everyday activities.
What are blue light blocking glasses for?
What are blue light blocking glasses for?
Blue light blocking glasses are designed to filter a portion of the high-energy blue light emitted by screens (phones, tablets, computers). They are a visual comfort accessory, not a medical treatment.
Account & Privacy
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Is Nivalé a legitimate store?
Is Nivalé a legitimate store?
Yes. Nivalé is operated by Eprice Company Ltda (CNPJ: 46.257.488/0001-38), headquartered in Cuiabá, Brazil. We ship internationally through trusted logistics partners and process all payments securely via certified gateways.
How do you handle my personal data?
How do you handle my personal data?
We collect only the data needed to process and deliver your order (name, email, address). We never sell your data to third parties. For full details, please read our Privacy Policy.
How can I contact customer support?
How can I contact customer support?
Email us at support@nivaleshop.com — please use the same email address you used at checkout so we can locate your order quickly.
Support hours: Monday to Friday 9am–6pm / Saturday 9am–5pm / Sunday: Closed