You can use one of the following delivery methods:
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Free delivery to NL office
For everyone
You can pick up your order from a pickup location at any time convenient for you.
When ordering, you will see the date of its delivery to the pickup location of your choice.
The storage time of your order at our offices is unlimited, but we recommend that you pick up your order within a month.
Addresses, phone numbers and working hours of the offices can be found in Geography section. -
Courier doorstep delivery
For OE customers
Free «doorstep» delivery for Russia
The shipping fee is 400 rubles regardless of the parcel cost.
Delivery schedule
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Orders made before 08.00 (local time) are delivered on the next day or on any following day.
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Orders made after 08.00 (local time) are delivered on the following day.
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Orders made on Friday after 08.00 (local time), Saturday and Sunday are delivered on the next Tuesday or on any following day.
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Delivery hours are from 9:00 to 18:00.
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On official holidays, the delivery schedule is subject to change. Please refer to the website for updates.
Receiving your orders
You are responsible for the accuracy of the information you provide for the «doorstep» delivery (address, full name, mobile phone number) and you guarantee that you will be available at the specified address within the specified delivery times.
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If access to your apartment, office or workplace is limited (check point, barrier, security system, private residence etc.), you should pick up your goods at the check point.
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To prove your identity, please show your passport or any other ID to the courier.
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Verify the integrity of the package and branded sellotape.
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Sign the documents only if you are satisfied with the condition of the packaging.
If you find any damages, fill out the Damage Report (ask the courier for the form). If any items are missing, you should specify which ones (and how many) are missing. Also, make sure to provide a full list of damaged items. Indicate the quantity of damaged goods and give a detailed description of every damage incurred.
If you are not available at the delivery address at the specified time to receive the package, the courier will contact you by phone. If the client is unavailable by phone and fails to receive the package within ten minutes of the courier's arrival, the delivery is found impossible through the fault of the client.
If you wish to arrange re-delivery, send a message to the support team via your personal account.
When you order re-delivery, your account will be charged the full cost of shipping.
Supported cities and regions for delivery
- Volgograd
- Voronezh
- Yekaterinburg and Sverdlovsk region
- Izhevsk
- Irkutsk
- Kazan and the Republic of Tatarstan
- Kemerovo and Kemerovo region
- Krasnodar
- Krasnoyarsk and Krasnoyarsk region
- Moscow and Moscow region
- Nizhny Novgorod and Nizhny Novgorod region
- Novosibirsk and Novosibirsk region
- Omsk
- Penza
- Perm and Perm region
- Rostov-on-don and Rostov region
- Ryazan
- Samara and Samara region
- St. Petersburg and Leningrad region
- Tomsk
- Ufa and the Republic of Bashkortostan
- Chelyabinsk and Chelyabinsk region
- Yaroslavl
Cities and locations where courier delivery is available
Free «doorstep» delivery for Kazakhstan
Shipping fee
Order value Shipping fee Up to 22 000 tenge 900 tenge regardless of the order value From 22 000 tenge Free shipping Delivery schedule
When ordering from the website, you can choose a convenient delivery date.
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Orders made before 08.00 (local time) are delivered on the next day or on any following day.
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Orders made after 08.00 (local time) are delivered on the day after tomorrow or any following day.
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Orders made on Friday after 08.00 (local time), Saturday and Sunday are delivered on the next Tuesday or on any following day.
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Delivery hours are from 9:00 to 18:00.
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On official holidays, the delivery schedule is subject to change. Please refer to the website for updates.
Receiving your orders
You are responsible for the accuracy of the information you provide for the «doorstep» delivery (address, full name, mobile phone number) and you guarantee that you will be available at the specified address within the specified delivery times.
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If access to your apartment, office or workplace is limited (check point, barrier, security system, private residence etc.), you should pick up your goods at the check point.
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To prove your identity, please show your passport or any other ID to the courier.
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Verify the integrity of the package and branded sellotape.
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Sign the documents only if you are satisfied with the condition of the packaging.
If you find any damages, fill out the Damage Report (ask the courier for the form). If any items are missing, you should specify which ones (and how many) are missing. Also, make sure to provide a full list of damaged items. Indicate the quantity of damaged goods and give a detailed description of every damage incurred.
If you are not available at the delivery address at the specified time to receive the package, the courier will contact you by phone. If the client is unavailable by phone and fails to receive the package within ten minutes of the courier's arrival, the delivery is found impossible through the fault of the manager.
If you wish to arrange re-delivery, send a message to the support team via your personal account.
When you order re-delivery, your account will be charged the full cost of shipping.
Cities where delivery is available
- Almaty
- Astana
Free «doorstep» delivery for Ukraine
Shipping fee
Order value Shipping fee Up to 1 800 UAH 90 UAH regardless of the order value From 1 800 UAH Free shipping If you have placed 2 (or more) orders with «doorstep» delivery, the delivery cost can be recalculated by the company. However, it is important to meet certain requirements.
Recalculation is possible for orders made on the territory of Russia, Kazakhstan and Ukraine.
Important! Cash on delivery orders cannot be combined with any other orders and, accordingly, the Shipping fee will not be recalculated for such orders.What conditions should be met for the Shipping fee to be recalculated?
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Orders must be made from the same ID.
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The orders must have the same details:
- delivery address, name and phone number of the recipient (there should be no extra spaces, dashes, etc.). We recommend that you save the address for future orders (use the button on the right of the screen when choosing a delivery method,
- delivery date and times.
Refund is made to your account within
2 working days from the date of order picking. Orders are usually picked and packed 1 day before the selected delivery date.In your account you will receive a notification «Refund of Shipping fee, Invoice No__».
Delivery schedule
When ordering from the website, you can choose a convenient delivery date.
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Orders made before 08.00 (local time) are delivered on the next day or on any following day.
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Orders made after 08.00 (local time) are delivered on the day after tomorrow or any following day.
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Orders made on Friday after 08.00 (local time), Saturday and Sunday are delivered on the next Tuesday or on any following day.
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Delivery hours are from 9:00 to 18:00.
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On official holidays, the delivery schedule is subject to change. Please refer to the website for updates.
Receiving your orders
You are responsible for the accuracy of the information you provide for the «doorstep» delivery (address, full name, mobile phone number) and you guarantee that you will be available at the specified address within the specified delivery times.
-
If access to your apartment, office or workplace is limited (check point, barrier, security system, private residence etc.), you should pick up your goods at the check point.
-
To prove your identity, please show your passport or any other ID to the courier.
-
Verify the integrity of the package and branded sellotape.
-
Sign the documents only if you are satisfied with the condition of the packaging.
If you find any damages, fill out the Damage Report (ask the courier for the form). If any items are missing, you should specify which ones (and how many) are missing. Also, make sure to provide a full list of damaged items. Indicate the quantity of damaged goods and give a detailed description of every damage incurred.
If you are not available at the delivery address at the specified time to receive the package, the courier will contact you by phone. If the client is unavailable by phone and fails to receive the package within ten minutes of the courier's arrival, the delivery is found impossible through the fault of the manager.
If you wish to arrange re-delivery, send a message to the support team via your personal account.
When you order a re-delivery, your account will be charged the full cost of shipping.
Cities where delivery is available
- Kiev
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Pickup point / post office delivery
For OE clients
The cost of the shipping depends on:
- the remoteness of your locality; see the remoteness of my city.
- the weight of your parcel: as a rule, the bigger the parcel, the cheaper it is to deliver each particular item in this parcel.
Delivery period will be specified at checkout. The date of delivery is calculated in working days, starting from the first working day following the day when you place your order. The delivery period is approximate and the actual delivery may take place slightly earlier or later. When your order arrives at the self-service parcel terminal/pickup point, you will get an SMS notification specifying the period of its storage and the unique code you should use to receive your order. You are required to pick up your order within the specified period.
Receiving your orders
When your order arrives at the self-service parcel terminal/pickup point, you will get an SMS notification specifying the unique code you should use to receive your order.
The SMS will contain:
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the unique code you should use to receive your order at the self-service parcel terminal or pickup point;
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the address of the self-service parcel terminal or pickup point that you selected at checkout;
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the period of storage of your order at the self-service parcel terminal or pickup point.
You are required to pick up your order within the period specified in the SMS.
Attention! If an order is not picked up within the specified period, the full delivery fee needs to be paid for the order to be re-delivered
Important! If you accidentally deleted the SMS containing the unique pickup code, contact the support team via your personal account, and the SMS will be resent to the mobile number you specified at checkout. The new identification code will be different from the previous one.Receiving your order from PickPoint self-service terminals
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Using the menu of the self-service parcel terminal, select "Get the parcel" option.
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Enter the code that was sent to you in the SMS and follow the instructions.
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Take the parcel from the opened locker. Close the locker.
Receiving your order from PickPoint pickup locations
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To receive your order, go to a staff member.
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Provide the code that was sent to you in the SMS.
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Receive your order.
Supported cities and regions for delivery
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Courier DPD delivery (doorstep)
For OE clients
This delivery option can be used in cities, small towns villages and other localities where no NL offices or other delivery options (such as «doorstep» delivery). More than 7,000 Russian Federation localities are covered.
If your city (town, village, etc.) is not in the list, contact the company via your personal account, and if it is technically possible, the company will add your town to the list.
As part of this service, there are 2 delivery options – standard and express.
In some localities, the system automatically offers only one option if the other one is known to be inconvenient: for example, if it is more expensive while delivery periods are the same, or if it offers a longer delivery period while the price is the same.
Shipping fee
The cost of the shipping depends on:
- the remoteness of your locality; see the remoteness of my city.
- the weight of your parcel: as a rule, the bigger the parcel, the cheaper it is to deliver each particular item in this parcel.
Important! When you add a new item to the shopping cart, the delivery cost calculation may take up to5-7 seconds. The delivery period is specified in working days, starting from the next working day from the day when the order is dispatched. Orders are dispatched on the next working day following the day of order placement.
The delivery period specified during checkout is approximate and the actual delivery may take place slightly earlier or later.
Important! You are responsible for the accuracy of the information you provide (address, full name, mobile phone number) and you guarantee that you will be available at the specified address within the specified delivery hours and will provide a valid ID. All problems arising from incorrect delivery details will be solved at your expense.Receiving your orders
A day or more before the delivery, a representative of the transport company will call you to confirm the date and time of the delivery.
You are responsible for the accuracy of the information you provide (address, full name, mobile phone number) and you guarantee that you will be available at the specified address within the specified delivery times.
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If access to your apartment, office or workplace is limited (check point, barrier, security system, private residence etc.), you should pick up your goods at the check point
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To prove your identity, please show your passport or any other ID to the courier.
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Verify the integrity of the package and branded sellotape.
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Sign the documents only if you are satisfied with the condition of the packaging.
If you find any damages, fill out the Damage Report (ask the courier for the form). If any items are missing, you should specify which ones (and how many) are missing. Also, make sure to provide a full list of damaged items. Indicate the quantity of damaged goods and give a detailed description of every damage incurred.
If you are not available at the delivery address at the specified time to receive the package, the courier will contact you by phone. If the client is unavailable by phone and fails to receive the package within ten minutes of the courier's arrival, the delivery is found impossible through the fault of the client.
If you wish to arrange re-delivery, send a message to the support team via your personal account.
When you order re-delivery, your account will be charged the full cost of shipping.
More than 7,000 localities in the territory of the Russian Federation. -
OZON Courier delivery (Door to Door)
OZON Courier delivery (Doorstep)
Doorstep delivery by Ozon courier to the recipient.
If there is no possibility of choosing OZON delivery for your city (settlement, village, etc.), contact the company through your Personal Office, and if it is technically possible, the company will add your locality to the list of delivery points.
Delivery cost
Delivery cost depends on:
- the distance of your settlement;
- the weight of the parcel: as a rule, the larger it is, the more profitable is the delivery unit cost of each individual item.
When adding a new item to the cart, the delivery cost can be calculated within 5-7 seconds.
Important! Orders, placed with the delivery using the OZON service, are not combined with the other orders and respectively, the cost of delivery is not recalculated for them.
The delivery time is indicated in the working days and is calculated from the next working day after the order is shipped. The order is shipped on the next working day following the day of placing the order.
The delivery time indicated at placing an order is approximate and the actual delivery may take place slightly earlier or later.
Important! You are responsible for the accuracy of the data provided during the doorstep delivery (address, recipient's name, cell number), and you also guarantee that you will be at the indicated address within the indicated time period.
OZON doorstep order receiving
The time interval for delivery by the OZON courier service is not fixed. The courier will contact you in advance before delivery.
- If access to your apartment, office or workplace is restricted (checkpoint, turnpike, security system, etc.), you should receive the items at the security station, at the security point, at the entrance with a house intercom/key, etc.
- Show the forwarder your passport or another identity document of the recipient you specified when placing the order.
- Verify the integrity of the package and branded sellotape.
- Sign the documents only if you are satisfied with the condition of the packaging
If you find any damages, fill out the Damage Report (ask the courier for the form). If any items are missing, you should specify which ones (and how many) are missing. Also, make sure to provide a full list of damaged items. Indicate the number of damaged goods and give a detailed description of every damage incurred.
If the forwarder does not find you at the indicated time, he will contact you by phone. If your phone is unavailable or the call is missed, and the package is not received within ten minutes from the moment of arrival, the order is considered undelivered due to the fault of the customer.
Attention! If an order is not picked up within the specified period, the full delivery fee needs to be paid for the order to be re-delivered.
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Paid courier delivery to anywhere in Ukraine
For OE clients
This delivery option can be used in cities, small towns villages and other localities where no NL offices or other delivery options (such as office delivery), including small towns and villages, over 600 localities in Ukraine.
If your city (town, village, etc.) is not in the list, contact the company via your personal account, and if it is technically possible, the company will add your town to the list.
The shipping is done throug «Novaya Pochta» shipping company..
Shipping options
As part of this service, there are 2 delivery options
- «to pick point» («Novaya Pochta» shipping company pick point) – doesn’t work for all destinations,
- «doorstep» (according to the stated address).
Shipping fee
The cost of shipping depends on the following factors:
- the distance to your locality;
- the weight of your parcel: as a rule, the bigger the parcel, the cheaper it is to deliver each particular item in this parcel.
Important! When you add a new item to the shopping cart, the delivery cost calculation may take up to5–7 seconds. Delivery period
The delivery period specified during checkout is approximate and the actual delivery may take place slightly earlier or later.
Receiving your orders
A day or more before the delivery, a representative of the transport company will call you to confirm the date and time of the delivery.
You are responsible for the accuracy of the information you provide (address, full name, mobile phone number) and you guarantee that you will be available at the specified address within the specified delivery times.
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If access to your apartment, office or workplace is limited (check point, barrier, security system, private residence etc.), you should pick up your goods at the check point
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To prove your identity, please show your passport or any other ID to the courier.
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Check the parcel for the integrity of the packaging and branded sellotape.
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Sign the documents only if you are satisfied with the condition of the packaging.
If you find any damages, fill out the Damage Report (ask the courier for the form). If any items are missing, you should specify which ones (and how many) are missing. Also, make sure to provide a full list of damaged items. Indicate the quantity of damaged goods and give a detailed description of every damage incurred.
If you are not available at the delivery address at the specified time to receive the package, the courier will contact you by phone. If the client is unavailable by phone and fails to receive the package within ten minutes of the courier's arrival, the delivery is found impossible through the fault of the client.
If you wish to arrange re-delivery, send a message to the support team via your personal account.
When you order re-delivery, your account will be charged the full cost of shipping.
More than 7,000 localities in the territory of the Russian Federation. -
Paid courier delivery to anywhere in Kazakhstan
For OE clients
This delivery option can be used in cities, small towns villages and other localities where no NL offices or other delivery options ( such as office, « doorstep» delivery etc.) – including small towns and villages, over 160 localities in Kazakhstan.
If your city (town, village, etc.) is not in the list, contact the company via your personal account, and if it is technically possible, the company will add your town to the list.
Shipping fee
The cost of shipping depends on the following factors:
- the distance to your locality;
- the weight of your parcel: as a rule, the bigger the parcel, the cheaper it is to deliver each particular item in this parcel.
Important! When you add a new item to the shopping cart, the delivery cost calculation may take up to5-7 seconds. The delivery period is specified in working days, starting from the next working day from the day when the order is dispatched. Orders are dispatched on the next working day following the day of order placement.
The delivery period specified during checkout is approximate and the actual delivery may take place slightly earlier or later.
Important! You are responsible for the accuracy of the information you provide (address, full name, mobile phone number) and you guarantee that you will be available at the specified address within the specified delivery times with your ID. All the problems, caused by wrongly provided details will be solved at your expense.Receiving your orders
A day or more before the delivery, a representative of the transport company will call you to confirm the date and time of the delivery.
You are responsible for the accuracy of the information you provide (address, full name, mobile phone number) and you guarantee that you will be available at the specified address within the specified delivery times.
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If access to your apartment, office or workplace is limited (check point, barrier, security system, private residence etc.), you should pick up your goods at the check point
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To prove your identity, please show your passport or any other ID to the courier.
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Verify the integrity of the package and branded sellotape.
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Sign the documents only if you are satisfied with the condition of the packaging.
If you find any damages, fill out the Damage Report (ask the courier for the form). If any items are missing, you should specify which ones (and how many) are missing. Also, make sure to provide a full list of damaged items. Indicate the quantity of damaged goods and give a detailed description of every damage incurred.
If you are not available at the delivery address at the specified time to receive the package, the courier will contact you by phone. If the client is unavailable by phone and fails to receive the package within ten minutes of the courier's arrival, the delivery is found impossible through the fault of the client.
If you wish to arrange re-delivery, send a message to the support team via your personal account.
When you order re-delivery, your account will be charged the full cost of shipping.
More than 160 localities in Kazakhstan. -
Paid courier delivery to anywhere in Belarus
For OE clients
This delivery option can be used in cities, small towns villages and other localities where no NL offices or other delivery options (such as office, «doorstep» и delivery etc.) – including small towns and villages, over 15 000 localities in Belarus.
The shipping is done through RUE «Belpochta» to the closest pickpoint.
If your city (town, village, etc.) is not in the list, contact the company via your personal account, and if it is technically possible, the company will add your town to the list.
As part of this service, there are 2 delivery options – standard and express.
In some localities the system can automatically offer a single one option, if the second one is more expensive, or has a longer delivery period.
Shipping fee
The cost of shipping depends on the following factors:
- the distance to your locality;
- the weight of your parcel: as a rule, the bigger the parcel, the cheaper it is to deliver each particular item in this parcel.
Important! When you add a new item to the shopping cart, the delivery cost calculation may take up to 5-7 seconds.If you order with cash-upon-receiving delivery method, you will be charged an additional fee, which is 3,6% of the shipping cost, but not more, than 1 Belarus ruble.
The delivery period is specified in working days, starting from the next working day from the day when the order is dispatched. Orders are dispatched on the next working day following the day of order placement.
The delivery period specified during checkout is approximate and the actual delivery may take place slightly earlier or later.
Important! You are responsible for the accuracy of the information you provide (address, full name, mobile phone number) and you guarantee that you will be available at the specified address within the specified delivery times with your ID. All the problems, caused by wrongly provided details will be solved at your expense.Receiving your orders
A day or more before the delivery, a representative of the transport company will call you to confirm the date and time of the delivery.
You are responsible for the accuracy of the information you provide (address, full name, mobile phone number) and you guarantee that you will be available at the specified address within the specified delivery times.
-
To prove your identity, please show your passport or any other ID to the courier.
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Verify the integrity of the package and branded sellotape.
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Sign the documents only if you are satisfied with the condition of the packaging.
If you find any damages, fill out the Damage Report (ask the courier for the form). If any items are missing, you should specify which ones (and how many) are missing. Also, make sure to provide a full list of damaged items. Indicate the quantity of damaged goods and give a detailed description of every damage incurred.
If you wish to arrange re-delivery, send a message to the support team via your personal account.
When you order re-delivery, your account will be charged the full cost of shipping.
More than 15 000 localities in Belarus. -
Express delivery
For all
Express delivery is available in Moscow (within the Moscow Ring Road) and St. Petersburg.
The shipping fee is
600 RUB. regardless of the order value.
It is possible to pay for the order upon receipt.The maximum order value is 10 000 RUB.
There is no minimum order value.
Delivery schedule
Time of order placement Available delivery interval from 00.00 to 11.00 the same day from 11.00 to 14.00
the same day from 14.00 to 17.00
the same day from 19.00 tonbsp;21.00
from 11.00 to 14.00 the same day from 14.00 to 17.00
the same day from 19.00 to 21.00
from 14.00 to 24.00 the next day from 11.00 to 14.00
the next day from 14.00 to 17.00
the next day from 19.00 to 21.00
Important! Delivery is not available at weekends.If you place your order from 14.00 Friday to 11.00 Monday, delivery is available only on MondayMonday from 11.00 to 14.00
Monday from 14.00 to 17.00
Monday from 19.00 to 21.00
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Via Russian Post
For OE clients
Russian Post delivers anywhere in Russia, including to remote areas where other delivery options (to NL offices, «doorstep delivery»,«anywhere» etc.)are not available.
If your city (town, village, etc.) is not in the list, contact the company via your personal account, and your locality will be added to the list.
Important! If other delivery options are available in your locality, please, make sure to compare them and choose the best option in terms of cost and delivery period.Shipping fee
The cost of the shipping depends on:
- the remoteness of your locality; see the remoteness of my city.
- the weight of your parcel: as a rule, the bigger the parcel, the cheaper it is to deliver each particular item in this parcel.
Important! When you add a new item to the shopping cart, the delivery cost calculation may take up to5-7 seconds. The delivery period is specified in working days, starting from the next working day from the day of order placement.
The delivery period specified during checkout is approximate and the actual delivery may take place earlier or later.
In winter, items that are not resistant to cold temperatures will not be shipped. These include: Be Loved, Be Loved body, Tenero, LAB for men, Occuba, Crispento, Fineffect.Upon request, we can provide the tracking number for your order.
Important! You are responsible for the accuracy of the information you provide (your address, name, mobile phone number). All problems arising from incorrect delivery details will be solved at your expense.Receiving your orders
When the order is delivered to your nearest post office, you will receive a notice in your mailbox or a post office clerk will contact you by phone. Parcels are stored at the post office for 10 days.
Receiving your order at the post office
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To prove your identity, please show your passport or any other ID to the post office clerk.
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Verify the integrity of the package and branded sellotape.
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Sign the documents only if you are satisfied with the condition of the packaging.
If you find any damages, fill out the Damage Report (ask the post office clerk for the form). If any items are missing, you should specify which ones (and how many) are missing. Also, make sure to provide a full list of damaged items. Indicate the quantity of damaged goods and give a detailed description of every damage incurred.
If you wish to arrange re-delivery, send a message to the support team via your personal account.
When you order re-delivery, your account will be re-charged the full cost of shipping.
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Free courier doorstep delivery to Uzbekistan
Shipping fee
Order value Shipping fee up to 730 000 so'm 25 000 so'm regardless of the order value. From 730 000 so'm Free Delivery Schedule
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Orders made before 14.00 (local time) can be delivered on the next day or on any following day.
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Orders made after 14.00 (local time) are delivered in a day after the purchase day.
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Friday after 14.00 (local time), Saturday and Sunday are delivered on the next Tuesday.
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Delivery hours are from 9:00 to 18:00. Delivery is not available on Saturdays and Sundays.
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On official holidays, the delivery schedule is subject to change. Please refer to the website for updates.
Receiving your orders
You are responsible for the accuracy of the information you provide for the doorstep delivery (address, full name, mobile phone number) and you guarantee that you will be available at the specified address within the specified delivery times.
-
If access to your apartment, office or workplace is limited (check point, barrier, security system, private residence etc.), you should pick up your goods at the check point.
-
To prove your identity, please show your passport or any other ID to the courier.
-
Verify the integrity of the package and branded sellotape.
-
Sign the documents only if you are satisfied with the condition of the packaging.
If you find any damages, fill out the Damage Report (ask the courier for the form). If any items are missing, you should specify which ones (and how many) are missing. Also, make sure to provide a full list of damaged items. Indicate the quantity of damaged goods and give a detailed description of every damage incurred.
If you are not available at the delivery address at the specified time to receive the package, the courier will contact you by phone. If the client is unavailable by phone and fails to receive the package within ten minutes of the courier's arrival, the delivery is found impossible through the fault of the manager.
If you wish to arrange re-delivery, send a message to the support team via your personal account.
When you order re-delivery, your account will be charged the full cost of shipping.
Cities where delivery is available
- Tashkent
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Paid courier delivery to anywhere in Uzbekistan
This delivery option can be used in cities, small towns villages and other localities where no NL offices or other delivery options (office, «doorstep» etc.).
If your city (town, village, etc.) is not in the list, contact the company via your personal account, and if it is technically possible, the company will add your town to the list.
Shipping fee
Shipping fee is 35 000 so’m, regardless of the order value.
The delivery period is specified in working days, starting from the next working day from the day when the order is dispatched. Orders are dispatched on the next working day following the day of order placement.
The delivery period specified during checkout is approximate and the actual delivery may take place slightly earlier or later.
Important! You are responsible for the accuracy of the information you provide (address, full name, mobile phone number) and you guarantee that you will be available at the specified address within the specified delivery times with your ID. All the problems, caused by wrongly provided details will be solved at your expense.Receiving your orders
You are responsible for the accuracy of the information you provide (address, full name, mobile phone number) and you guarantee that you will be available at the specified address within the specified delivery times.
-
If access to your apartment, office or workplace is limited (check point, barrier, security system, private residence etc.), you should pick up your goods at the check point.
-
To prove your identity, please show your passport or any other ID to the courier.
-
Verify the integrity of the package and branded sellotape.
-
Sign the documents only if you are satisfied with the condition of the packaging.
If you find any damages, fill out the Damage Report (ask the courier for the form). If any items are missing, you should specify which ones (and how many) are missing. Also, make sure to provide a full list of damaged items. Indicate the quantity of damaged goods and give a detailed description of every damage incurred.
If you are not available at the delivery address at the specified time to receive the package, the courier will contact you by phone. If the client is unavailable by phone and fails to receive the package within ten minutes of the courier's arrival, the delivery is found impossible through the fault of the manager.
If you wish to arrange re-delivery, send a message to the support team via your personal account.
When you order re-delivery, your account will be charged the full cost of shipping.
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International delivery via Russian Post
International delivery is available. Goods are sent from Russia to the nearest post office for pickup by the recipient.
Shipping fee
1000 RUB. regardless of destination and order amount.
The estimated delivery period is 2–3 weeks.
The maximum order value is 25,000 RUB. All payment methods are available, except for cash on delivery.
Important! To arrange international delivery, enter the name of the country in English into the field «lcality», then fill in all the fields in English.For example, type «USA» if you want your order to be shipped to the United States, type «Thailand» for Thailand.
Please note a few important points.
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Some goods may be prohibited or restricted for import in certain countries, so your order may be changed after processing. The cost of prohibited items will be refunded to your bank card.
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Different countries have different allowances of duty-free import. If your order has exceeded the maximum allowed limits, you may have to pay additional fees.
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Energy Diet Smart is not shipped to Europe.
Receiving your orders
When the order is delivered to your nearest post office, you will receive a notice in your mailbox or a post office clerk will contact you by phone.
Receiving your order
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To prove your identity, please show your passport or any other ID to the post office clerk.
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Verify the integrity of the package and branded sellotape.
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Sign the documents only if you are satisfied with the condition of the packaging.
If you find any damages, fill out the Damage Report (ask the post office clerk for the form). If any items are missing, you should specify which ones (and how many) are missing. Also, make sure to provide a full list of damaged items. Indicate the quantity of damaged goods and give a detailed description of every damage incurred.
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International DHL delivery
Orders are delivered to the countries from the list below. The items are delivered to a specified address and through the courier doorstep delivery method.
Delivery cost depends on the parcel weight and is calculated automatically when adding an item to the cart.
If you have placed 2 (or more) orders with doorstep delivery option, the delivery cost can be recalculated by the company. However, it is important to meet certain requirements.
What requirements should be met for the Shipping fee to be recalculated?
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Orders must be made from the same ID.
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The orders must have the same details:
- delivery address, name, and phone number of the recipient (there should be no extra spaces, dashes, etc.). We recommend that you save the address for future orders (use the button on the right of the screen when choosing a delivery method,
- delivery date, and times.
A refund is made to your account within
2 working days from the date of order picking. Orders are usually picked up and packed 1 day before the selected delivery date.In your account, you will receive a notification about the shipping fee refund and the invoice No__ .
The international DHL shipment delivery terms are 3-5 working days from the date of dispatch. Orders are dispatched on the next working day following the day of order placement.
A text message with your tracking number will be sent to the phone number specified. Please note, that in case you don't get the text message, you can specify the tracking number through your personal office.
The maximum order value is 25,000 RUB. All payment methods are available, except for cash upon delivery.
Important! If the value of your order is over 14 000 RUB, then the import duties cost will be doubled. The import duties have to be paid upon the delivery. In this case, we recommend placing at least 2 orders and adding a space or a comma in the delivery address so the orders are not combined.
Important! For international delivery, enter the name of the country in English into the field «locality», then fill in all the fields in English.
For example, type «USA» if you want your order to be shipped to the United States, type «Thailand» for Thailand.
Important! The parcel may be returned by customs without explanation. In this case, it is returned to the sender, the company collects it from the carrier and re-ships it. The re-shipment process takes 2-3 weeks. Re-sending is carried out at the expense of the company, there are no extra payments.
Please note a few important points.
- Some goods may be prohibited or restricted for import in certain countries, so your order may be changed after processing. The cost of prohibited items will be refunded to your bank card.
- Different countries have different allowances of duty-free import. If your order has exceeded the maximum allowed limits, you may have to pay additional fees.
- Energy Diet Smart is not shipped to Europe.
A day or more before the delivery, a representative of the transport company will call you to confirm the date and time of the delivery.
You are responsible for the accuracy of the information you provide (address, full name, mobile phone number) and you guarantee that you will be available at the specified address within the specified delivery times.
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If access to your apartment, office or workplace is limited (checkpoint, barrier, security system, private residence etc.), you should pick up your goods at the checkpoint
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To prove your identity, please show your passport or any other ID to the courier.
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The order can be divided into two or more parcels if there are more than 20 items in the order (including the items in cases) or depending on the parcel size.
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The service is not available for Energy Diet Smart delivery to European countries.
To verify the allowances of duty-free import for a specific country, please contact us via your personal office.
Receiving your order
- To prove your identity, please show your passport or any other ID to the post office clerk.
- Verify the integrity of the package and branded sellotape.
- Sign the documents only if you are satisfied with the condition of the packaging.
If you find any damages, fill out the Damage Report (ask the courier for the form). If any items are missing, you should specify which ones (and how many) are missing. Also, make sure to provide a full list of damaged items. Indicate the number of damaged goods and give a detailed description of every damage incurred.
FAQs
The tracking says that the parcel was returned to the sender, what does it mean?
If Russian Post status says "received by the sender", it means that Russian customs did not allow the parcel to be sent and it will be sent again.
Customs requires to provide the invoice. Why didn't the company include this document int the package?
The invoice is provided upon an individual request for a few reasons. You can get more information in your personal office.
What to do if the items are damaged or some of them missing?
You should contact the company through the personal office. You need to provide your order number and attach the photos of the defected goods made together with the courier.
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International DHL delivery
Доставка осуществляется из Казахстана в страны, список которых представлен ниже. Это курьерская доставка, осуществляется до двери по адресу, указанному получателем.
Страны, в которые осуществляется доставка DHL
Стоимость доставки
Стоимость доставки варьируется в зависимости от веса посылки, рассчитывается автоматически при добавлении товара в корзину.
Внимание! Заказы, оформленные DHL, не объединяются, стоимость доставки не пересчитывается, поскольку при объединении заказов значительно возрастает размер пошлин, которые необходимо оплатить при получении.Сроки доставки отправлений DHL международного назначения 3-5 рабочих дней с момента отправки. Отгрузка со склада осуществляется трижды в неделю: по понедельникам, средам и пятницам.
Трек-номер для отслеживания отправки продукции поступит в SMS на номер вашего телефона, указанного при оформлении заказа. Обращаем ваше внимание, что не все операторы мобильной связи пропускают SMS, в этом случае уточнить трек-номер можно обратившись в компанию через Личный офис.
Максимальная стоимость заказа 96 000 тенге. Доступны все виды оплаты, кроме оплаты при получении.
Важно! Чтобы оформить международную доставку, при оформлении заказа введите в поле «Населенный пункт» название страны на английском языке, выберите Международная доставка из Казахстана и способ доставки Международная доставка DHL, далее заполните все появившиеся поля на английском.Например, для отправки продукции в США в строке «Населенный пункт» необходимо ввести USA, для отправки в Тайланд – Thailand.
Важно! Посылка может быть возвращена таможней без объяснения причин. В этом случае повторная отправка не осуществляется, заказ отменяется, денежные средства возвращаются покупателю полностью.Обратите внимание на несколько важных моментов.
- Ввоз некоторых видов товаров может быть запрещен или ограничен в различные страны.
- В различных странах разный порог беспошлинного ввоза. Чем больше сумма заказа, тем больше вероятность, что получателю потребуется оплачивать дополнительные сборы при получении.
- Налог и пошлины рассчитываются таможней в стране получения по факту прибытия посылки, в зависимости от вида, количества и стоимости товара.
- В зависимости от изменений курса валюты посылки, стоимость которых близка к порогу беспошлинного ввоза, при получении могут облагаться налогом и пошлинами.
- При достижении максимального порога, налог и пошлины могут превысить стоимость заказа.
- Срок проведения таможенного оформления посылки в разных странах разный и всегда ограничен. По истечении этого срока посылка будет возвращена отправителю и по заказу будет оформлен возврат.
- Если заказ возвращается отправителю по причине того, что DHL не может связаться с получателем, либо получатель не предоставляет запрошенные у него документы или отказывается оплачивать пошлины, повторно доставка не осуществляется, по заказу оформляется возврат.
Внимание! Оплата необходимых таможенных сборов является ответственностью получателя и оплачиваются им самостоятельно. Подробную информацию по запрещенным товарам, налогам и пошлинам получатель обязан самостоятельно уточнить в таможенном департаменте в стране получения или на их сайте.Получение заказа
При получении заказа:
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Предъявите сотруднику службы доставки паспорт либо другой документ, удостоверяющий личность получателя, которого вы указали при оформлении доставки.
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Осмотрите груз на предмет целостности упаковки и фирменного скотча.
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Подпишите документы только в случае, если состояние упаковки не вызывает подозрений.
При обнаружении отклонений заполните коммерческий акт (форму акта вы можете взять у сотрудника службы доставки). В случае расхождения по количеству, необходимо указать, какие позиции и в каком количестве отсутствуют. Поврежденный товар также перечислите попозиционно, с указанием количества и подробным описанием характера повреждений каждой.
Часто задаваемые вопросы
Поступил запрос с таможни с требованием предоставить инвойс. Почему компания не вложила этот документ в посылку?
Таможня может запрашивать стандартный пакет документов - подтверждение оплаты/описание продуктов/составы, поэтому вероятнее всего, под инвойсом имеется в виду подтверждение стоимости/оплаты. В качестве подтверждения стоимости получатель может предоставить скриншот заказа из Личного офиса или скриншот письма с подтверждением заказа, которое поступает на электронную почту после оформления. Документ должен быть на английском языке.
Что делать, если обнаружен брак или недостача в посылке?
Обратитесь в компанию через Личный офис или на электронную почту info@nlstar.com , сообщите номер заказа и приложите документы, оформленные с курьером, фотографии в случае обнаружения брака.
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До двери DPD Беларусь
Доставка осуществляется в населенные пункты, в которых нет офисов NL и невозможны другие варианты доставки – в том числе в мелкие города и поселки.
Если вашего города (поселка, села и пр.) нет в списке, обратитесь в компанию через Личный офис, и при наличии технической возможности компания добавит ваш населенный пункт в перечень точек доставки.
Стоимость доставки
Стоимость доставки зависит от:
- удаленности вашего населенного пункта;
- веса посылки: как правило, чем он больше, тем выгоднее удельная стоимость доставки каждой отдельной позиции.
Важно! При добавлении в корзину новой позиции товара расчет стоимости доставки может производиться в течение 5-7 секунд.
Если вы одновременно оформили 2 (и более) заказа с доставкой DPD Беларусь, при соблюдении нескольких нюансов компания может пересчитать стоимость доставки:
Какие условия нужно соблюсти, чтобы стоимость доставки пересчитали?
- Заказы должны быть сделаны с одного ID.
- В заказе должны полностью совпадать:
- адрес доставки, ФИО и телефон получателя (не должно быть лишних пробелов, тире и т.п.). Мы рекомендуем при оформлении первого заказа сохранить адрес в шаблоне (кнопка в правой части экрана при выборе способа доставки) и при последующих заказах пользоваться им,
- дата и интервалы доставки.
Возврат денег производится на счет «вознаграждение» в течение 2-х рабочих дней с момента комплектации заказа.
Срок доставки указывается в рабочих днях и считается со следующего рабочего дня после отгрузки заказа. Отгрузка заказа производится в ближайший рабочий день, следующий за днем оформления заказа.
Указанный при оформлении срок доставки является ориентировочным и может незначительно измениться как в меньшую, так и в большую сторону.
Важно! Вы несете ответственность за точность предоставленных при оформлении доставки данных (населенный пункт, адрес, ФИО получателя, номер мобильного телефона), а также гарантируете, что будете по указанному адресу в указанный период времени с документом, удостоверяющим личность получателя. Все проблемные ситуации, связанные с некорректно введенными данными, будут решаться за ваш счет.
Получение заказа
Накануне дня доставки (за день или более) представитель транспортной компании созвонится с вами, чтобы согласовать день и время доставки.
- Вы несете ответственность за точность предоставленных при оформлении доставки данных (адрес, ФИО получателя, номер мобильного телефона), а также гарантируете, что будете по указанному адресу в указанный период времени.
- Если доступ к вашей квартире или офису ограничен, примите продукцию на КПП, у подъезда с домофоном/ключом и т. п.
- Предъявите экспедитору паспорт либо другой документ, удостоверяющий личность получателя, которого вы указали при оформлении доставки.
- Осмотрите груз на предмет целостности упаковки и фирменного скотча.
- Подпишите документы только в случае, если состояние упаковки не вызывает подозрений.
- Если обнаружите отклонения, заполните коммерческий акт (форму акта вы можете взять у курьера). В случае расхождения по количеству, необходимо указать, какие позиции и в каком количестве отсутствуют. Поврежденный товар также перечислите попозиционно, с указанием количества и подробным описанием характера повреждений каждой.
Не застав вас в указанное время, экспедитор свяжется с вами по телефону. Если ваш телефон заблокирован/недоступен/не отвечает, и в течение десяти минут с момента прибытия продукция не принята, заказ считается не доставленным по вине клиента.
Для оформления повторной доставки напишите сообщение через Личный офис.
При оформлении повторной доставки с вашего счета еще раз списывается сумма, равная первоначальной стоимости доставки.
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До ПВЗ DPD Беларусь
Стоимость доставки зависит от:
- удаленности вашего населенного пункта;
- веса посылки: как правило, чем он больше, тем выгоднее удельная стоимость доставки каждой отдельной позиции.
Срок доставки будет указан при оформлении заказа. Срок доставки считается в рабочих днях: с ближайшего рабочего дня, следующего за днем оформления заказа. Указанный срок доставки является ориентировочным и может незначительно измениться как в меньшую, так и в большую сторону. Когда он поступит в постамат/пункт выдачи, вы получите SMS-сообщение со сроком его хранения в постамате/пункте выдачи и уникальным кодом посылки для получения заказа. В течение указанного срока вам нужно забрать свой заказ.
Срок хранения посылок в постамате 5 рабочих дня.
Получение заказа
Как только ваш заказ поступит в постамат/ пункт выдачи, вы получите SMS-сообщение с уникальным кодом для получения заказа. Его необходимо будет ввести в постамат при получении посылки.
В SMS-сообщении будут указаны:
- уникальный код посылки для получения заказа в постамате или пункте выдачи;
- адрес постамата или пункта выдачи, который вы выбрали при оформлении доставки;
- срок хранения вашего заказа в постамате/ пункте выдачи.
Также в SMS будет ссылка, перейдя по которой требуется заполнить форму персональных данных для идентификации получателя, если ранее это не было сделано.
При получении посылки в постамате на экране устройства необходимо ввести идентификационный номер и уникальный код для получения заказа. После этого ячейка с посылкой откроется.
В течение указанного в SMS-сообщении срока вам нужно подъехать к выбранному постамату или в пункт выдачи, чтобы забрать свой заказ.
Фактом получения посылки при доставке через постамат является введение получателем уникального идентификационного номера, кода и открытие соответствующей ячейки постамата.
Внимание! Если в течение указанного срока заказ не будет получен, повторная доставка будет осуществляться только при условии повторной оплаты полной стоимости доставки.
Важно! Если вы случайно удалили SMS с кодом посылки, напишите сообщение через Личный офис, чтобы вам повторно выслали SMS-сообщение на указанный при регистрации заказа мобильный номер. В этом случае новый идентификационный код будет отличаться от предыдущего.
Оформление покупок в интернет-магазине в вашей стране доступно только для менеджеров NL и участников Client Club
Shipping fee depends on:
your locality;
parcel weight, the more it is, the less the cost for each individual item is.
Remoteness classification
Each area number corresponds to a certain level of remoteness
Okrug