Shipping
We offer complimentary delivery for orders above US$ 300.
We ship worldwide and we ship direct from our warehouse in Taiwan using DHL. Kindly note there are applicable shipping fees as follows, depending on your location.
Standard USA, Canada & Europe delivery: US$ 30
Standard Asia delivery: US$ 25
Standard Middle East delivery: US$ 50
Rest of the world delivery: US$ 50
*Please note that the shipping fee does not include tax or duties that maybe charged by customs at destination country. Please see "Duty & Taxes" section below for further details.
You will be able to track your Goods using the tracking number provided in our Shipping Confirmation email.
The estimated delivery time will be within 7 – 14 working days. In the event if you have not received the Goods, please contact your local DHL office for precise status of the parcel location.
Once the order is dispatched, we are not able to change the delivery address. Please ensure that you provide us the correct details such as delivery address, e-mail address and phone number.
Occasionally, during sales period or festive seasons, our shipments may be delayed. We will inform you accordingly.
Please reach out to us at hello@nellystella.com for your shipping questions and we will do our best to assist you.
RETURNS & EXCHANGES
Currently, we are unable to provide returns & size exchanges for our Pieces.
We are more than happy to provide you the measurement chart of your selected styles for your reference. We hope this will help you decide on the best size to purchase.
We try our utmost best to ensure you receive our beloved Pieces in good condition.
Variations in measurement are not considered a defect as long as they are within one (1) inches. In the unlikely event if you receive an incorrect or defective piece, we will arrange an exchange for a new piece. Please inform us at hello@nellystella .com within 5 working days and kindly provide us the following for verification purposes:-
- Picture of the incorrect item/ area of defect
- Order Reference number
Kindly note that we are unable to accept exchanges for incorrect/ defective pieces if we are not informed within the time range given.
Please ensure that the incorrect piece is in its original condition with all tags intact, unworn, unwashed, unscented, unaltered and not damaged in any way.
The incorrect piece needs to be packed back into the original packaging (poly bag) and original DHL parcel bag which it was delivered in. We require a photo of the piece packed in the original poly bag and a photo in the original DHL parcel bag. Please email us the photos for confirmation.
Nellystella reserves the right to reject any exchange requests for pieces that did not meet the criteria stated.
We thank you for your understanding.
DUTY & TAXES
Items in your order that are designated for shipment to countries outside of Taiwan may be subjected to taxes, customs duties and fees levied by the destination country ("Import Fees"). The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees.
In the case of gifts or other purchases made on behalf of another recipient, you also agree to grant the foregoing authorizations on behalf of the recipient designated in your order.
For those in the US, you will most likely be exempted on duty and taxes if your total purchase value does not exceed US$800. You may contact DHL to confirm details regarding the Actual Import Fees, or to obtain documentation or customs receipts in connection with customs receipts clearance.
If you refuse a shipment from Nellystella, you are responsible for the original shipping charges, any Import Fees that are incurred on the package, and the cost of returning the package to Nellystella. This amount will be deducted from your merchandise refund.
