FAQs - Covid-19 Update

Covid-19 Update

USPS products and packages may require more time to be delivered due to limited transportation availability as a result of the ongoing COVID-19 impacts. Days may be extended on your delivery on any shipping method.


When will my order be shipped out?

Orders can take up to 24 - 72 business hours to be processed. If you place an order on Friday-Sunday, your order will be shipped on the following Monday.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Please allow between 3-8 days for your order to arrive. Shipping time may also depend due to our different suppliers or the location of the shipping address. If more than 30 days have passed please email us at info@nellynay.com to review the status of your order.

Refunds will be handled through email if necessary. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Do you accept returns?

Due to Covid-19, we are not accepting returns.

    Refunds and exchanges?

    Yes we do accept exchanges. We do not accept refunds.

    We do not exchange items that are opened, used or damaged. If you need to exchange it for the same item, send us an email at info@nellynay.com

    How can I track my package?

    Once your order ships, you will receive a confirmation email with a tracking number.

    What if my package is lost or damaged?

    NellyNay is not responsible for items that are lost or damaged by the mail carrier or by any shipping service.

    What if my package was returned to the sender?

    This can happen if 

    1. An address is invalid or is missing information 
    2. The carrier is unable to deliver your package
    3. The order is refused by the customer at time of delivery

    If your package is returned to us for any reason, you will be responsible for the package to be sent again. We will email you an invoice for the price of the return shipping label. Please check all addresses before submitting your order.

    We are unable to make changes to orders once they have been placed in our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery.

    We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.