Contact information

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Contact Us

Get in touch with the Nelou team

Thank you for visiting Nelou. We value your shopping experience and are committed to providing precise, customer-centered support for our range of vacuum insulated tumblers and travel cups.

Whether you have a question about product capacity, lid style, order tracking, shipping timeframes, or need to request a return, our customer service team is here to assist you.

Our Business Identity

Legal Entity: BRAHAM PTY LTD

Australian Business Number (ABN): 32 053 575 750

Australian Company Number (ACN): 053 575 750

Store Name: Nelou

Corporate Address:
L 1 50 BRIDGE RD RICHMOND, VIC 3121, Australia

Direct Customer Support

Support Email: support@nelou.shop

Business Phone: +61 480 803 788

Operating Hours: Monday - Saturday:
9:00 AM - 5:00 PM (Singapore Standard Time / SGT, UTC+8)

*Our support hours align with our order processing and fulfillment schedule.

Help Us Resolve Your Issue Quickly

To help us review and resolve your inquiry efficiently, please include the following details when emailing our support desk:

  • Order Number (e.g., #NELOU1001)
  • Checkout Email Address
  • Product Title & Concern: Specify details such as cup capacity, lid format, drinking opening, powder coat finish, or stainless-steel interior.
  • For Damaged, Defective, or Incorrect Items: Please attach clear, close-up photos of the physical product, packaging box, and the shipping label. Close product photos are significantly more useful for our assessment than general descriptions alone.

What We Support: Our team is fully authorized to assist you with order tracking, shipment delays, delivery status updates, product specification clarification, returns, refunds, and size/color exchanges. Please note that we do not provide medical hydration advice, diet plans, guaranteed temperature-test results, or absolute leak-proof guarantees.

All support inquiries are reviewed in chronological order during our listed SGT business hours. Requests involving parcel status, return warehouse inspection, or payment authorization may require minor delays as we verify details with our external shipping carriers and secure banking processors.