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Last updated: June 05, 2026
At Nicole Murray, we ship our books and products to customers
around the world. We want every international customer to feel just as supported
as our local ones. This International Returns Policy outlines the specific
conditions, processes, and limitations that apply to orders shipped outside
our primary shipping region. Please read this carefully before making an
international purchase.
This policy applies to any customer who placed an order that was shipped internationally — meaning the delivery address is in a different country from our dispatch location. If you are unsure whether your order falls under this policy, please contact us at info@nicolemurray.com before proceeding with a return request.
Due to the significantly higher cost and complexity of international shipping, we do not accept returns for change of mind on international orders under any circumstances. All international sales are considered final once the order has been dispatched. We strongly encourage international customers to review their orders thoroughly before completing checkout.
However, we remain fully committed to resolving genuine issues such as damaged, defective, or incorrect items regardless of where in the world you are located.
If your order arrives damaged due to mishandling during international shipping, you are eligible to make a claim. You must notify us within 14 days of the delivery date (we allow additional time for international customers compared to our standard 7-day window). Please provide clear photographs of the outer packaging and the damaged item(s) along with your order number.
Manufacturing defects such as missing pages, binding faults, or printing errors are covered for international orders. Please contact us within 14 days of receiving your order with a description and photographs of the defect. We will assess each case and offer a replacement or refund as appropriate.
If you received the wrong title, edition, or quantity, we sincerely apologise. Please contact us within 14 days of delivery with your order number and a photo of what you received. We will arrange to send the correct item at no additional cost, or issue a full refund if the correct item is unavailable.
International shipments can sometimes experience significant delays due to
customs processing, local postal networks, or peak periods. Before raising
a lost parcel claim, please allow the following minimum timeframes from
your dispatch date:
Standard International Shipping: Up to 30 business days.
Economy International Shipping: Up to 45 business days.
Express International Shipping: Up to 15 business days.
If your order has not arrived after these periods, please contact us and
we will open an investigation with the courier. If the shipment is confirmed
as lost, we will send a replacement or issue a full refund.
International orders may be subject to customs inspection and import duties, taxes, or fees imposed by your country's government upon arrival. These charges are entirely outside our control and are the sole responsibility of the customer. We are unable to predict, estimate, or cover these costs on your behalf.
If a package is held by customs and subsequently abandoned or returned to us due to unpaid duties or failure to collect, we are unable to offer a refund on shipping costs. The cost of the items may be refunded at our discretion once the package has been returned and inspected.
We declare all packages accurately on customs documentation and are legally required to state the true value and contents of each shipment. We are unable to mark packages as "gifts" or under-declare their value upon request.
In most cases involving damaged, defective, or incorrect international orders, we will not require you to physically return the item to us due to the prohibitive cost of international return shipping. Instead, photographic evidence will be sufficient for us to process your claim.
In exceptional circumstances where a physical return is required, our team will communicate this clearly and provide you with a prepaid return shipping label if the fault lies entirely with us. Do not send any items back to us without written confirmation from our team, as unrequested returns may not be processed or refunded.
Where a physical return is authorised and the fault lies with us (damaged, defective, or incorrect item), we will cover the cost of return shipping by providing a prepaid label or reimbursing a reasonable return shipping cost upon submission of a receipt.
In all other cases, any return shipping costs incurred internationally are the sole responsibility of the customer. Original outbound shipping fees are non-refundable. We strongly recommend using a tracked and insured shipping service for any authorised returns, as we cannot be held responsible for items lost during return transit.
Once your international return or refund claim has been approved, refunds will be issued back to your original payment method. Please allow 7 to 14 business days for the refund to appear, as international payment processing can take longer than domestic transactions depending on your bank, card provider, or PayPal account.
Please note that currency exchange fluctuations may mean the refunded amount appears slightly different from the original charge when converted to your local currency. We refund the exact amount charged in USD and are not responsible for exchange rate differences.
We are unable to process a return or refund for international orders in
the following situations:
The claim is made more than 14 days after the confirmed delivery date.
The order was not collected from a local post office or delivery depot
and was subsequently returned.
An incorrect or incomplete delivery address was provided at checkout.
The package was refused at the border due to local import restrictions
on books or printed materials in your country.
Delays caused by customs, public holidays, or natural events beyond
our control.
Change of mind or accidental purchase after the order has been dispatched.
To ensure the smoothest possible experience when ordering internationally,
we recommend the following:
Double-check your full delivery address — including postcode, city, and
country — before completing checkout.
Research your country's import duties and customs regulations for books
and printed materials before placing your order.
Choose a tracked shipping method where available so you can monitor your
delivery and act quickly if there is an issue.
Contact us before ordering if you have any questions about shipping
availability, estimated delivery times, or product details.
We reserve the right to update this International Returns Policy at any time. Changes will be published on this page with a revised "Last updated" date. We recommend reviewing this policy before placing an international order to ensure you are aware of the current terms.
If you have a question about an international order, a delivery concern,
or need to raise a return or refund claim, please reach out to us —
we are always happy to help.
Nicole Murray
Email: info@nicolemurray.com
Website: https://nicole.nebulaitbd.com
Please include your order number and a brief description of your issue
in your first message so we can assist you as quickly as possible.