Track Your Order

Enter the tracking number from your dispatch email to see where your parcel is. If you do not have it in front of you, your order number and the email address you checked out with will also work.

When Does the Tracking Number Arrive?

You get two emails from us. The first lands within minutes of ordering and confirms what you bought. The second carries the tracking number, and it goes out once the parcel has been scanned into the carrier network, which is normally 1 to 2 business days after you order.

The Tracking Has Not Moved

For the first 24 to 48 hours after you get the number, tracking often shows nothing at all. The parcel exists, it just has not hit a scan point yet. This is the single most common thing people write to us about, and almost every time the parcel is fine.

For reference, dispatch takes 1 to 2 business days and delivery takes 3 to 10 working days, Monday to Friday in both cases. If nothing has updated for 7 working days, email us and we will open a trace with the carrier on your behalf. You do not need to chase them yourself.

Only Part of My Order Turned Up

Orders with several items sometimes travel separately and arrive on different days, each with its own tracking number. You are never charged extra for that. If one parcel lands and the other has not appeared within a few days, tell us and we will chase it.

It Says Delivered, But Nothing Is Here

Have a look with neighbours, behind bins, in porches and anywhere the carrier might class as a safe place, and check whether anyone else in the building took it in. If it has still not surfaced 48 hours after the delivery scan, contact us. We will investigate with the carrier and put it right.

Get in Touch About an Order

Include your order number and the email address you used at checkout, and we can look it up on the first reply. We aim to respond within 24 hours.

Customer Service: Monday to Friday, 9:00 am to 6:00 pm (UK time) | Saturday and Sunday: Closed

You can also reach us through our Contact Us page, or read our Shipping Policy for full delivery timings.

Business Information

  • Store Name: Nenare
  • Company Name: KALIVERO LLC
  • Warehouse Address: 63 Upper Tilehouse Street, Hitchin, Hertfordshire, SG5 2EE, United Kingdom
  • Company Address: 1209 Mountain Road Pl NE, Ste R, Albuquerque, New Mexico, 87110, United States