FAQ'S & POLICIES
- How long will my order take to arrive?
Once an order is placed, we usually ship it from our office as soon as possible we need around 3-7 business days to prepare your order. For international orders, shipments may take up to 15-21 business days.
Important note* : Due to the saturation of the courier companies in times of high volume (such as Black Friday, Cyber Monday and Christmas) some shipments may suffer a slight delivery delay. If your order hasn’t been delivered in a reasonable amount of time, please contact us.
- Can I expedite my order?
For international orders we offer DHL Priority shipping for $45. Please note that these shipping times are estimates, and we cannot guarantee timely delivery due to inclement weather, customs, and other factors out of our control.
- Can you do rushed production speeds?
The satisfaction of our customers is of the utmost importance to us. If you need your order by a specific date please contact us and we will try our best to accommodate your request to the best of our ability, however we cannot guarantee an expedited speed.
When your order is ready to ship, you will receive an automated email including your tracking number. For insurance purposes, all orders require signature upon delivery, no exceptions.
Can I cancel my order?
Do you ship worldwide?
Yes, we ship worldwide. Please note that some international shipments may be liable for additional custom fees and taxes. In all cases, We will issue the necessary paperwork to ensure the parcel is cleared from customs, although any additional charge will be the buyer's responsibility.
- Do you pay taxes/fees/duties?
For all international orders, please note that the consumer is responsible for any tax and duty fees on orders required to go through customs. We are unable to pre-calculate this fee for you as the cost is determined by each country’s customs.
If you are having trouble placing your order or want to know time frame for delivery please contact us. We will do everything we can to help you.
Where is my order?
We want you to be in control of your order at all times. For that reason, once we ship your order we will send you a confirmation email with a link from which you will be able to track your order live.
If you are overseas and it's been over 20 business days since you placed your order, please let us know by emailing us with your name and order number. Thanks for your patience!
A note for international customers*: Occasionally overseas shipments will take a longer time due to the delivery country’s customs. Each customs office is different and NELIPOTS is not responsible for any fees or tariffs.
What if I want to change my shipping address?
Unfortunately, once your order has been shipped, the shipping address cannot be changed. On the other side, if your order has not been dispatched yet, contact us immediately.
What if I receive a wrong product or a product in bad conditions?
We are committed to prepare and send our products in perfect condition. If you receive a wrong product or a faulty item, please contact us, we'll be glad to help you.
- What if I won’t be there to sign for my package?
We always require an adult signature upon delivery for secure shipment as we are sending items of high value that should never be left unattended at your door. If you or any other adult cannot be present to sign, another delivery will be attempted the next day. If you call your local office, they can reroute to another address or hold it at their office for you to pick up at your convenience.
RETURNS AND EXCHANGES
What is your return policy?
We accept returns under the following circumstances:
- I received my order in bad condition
- I got my size wrong and I'd like to change the size
- The product is not what I expected and I'd like to exchange it for another one or return it
In all cases, all products sent back for an exchange or return need to be in perfect condition and with no evident signs of use, otherwise we will not be able to proceed to any exchange. It is your responsibility to provide the correct packaging to make sure all items arrive at our facilities in perfect conditions.
Gifts included on your purchase must be sent back in case of return.
You have 14 days starting from the day of delivery of your order to proceed to any exchange or return.
*We do not refund shipping charges on return items
- Do you do custom pieces?
Yes! We'd love to discuss custom jewelry. Please contact us . We love doing bridal jewelry and would happy to discuss that as well.
Are out-of-stock items restocked?
Is it possible to receive periodic information via email about NELIPOTS latest new products and offers?
Can I cancel my NELIPOTS Newsletter subscription?
- How can I be sure that I've made my purchase correctly?
Once you have placed your order, you will receive a confirmation email. If you do not receive an email, contact our customer service.
- How can I get in touch?
Can I remove items from my order?