FAQ

ORDERS AND SHIPMENTS

  • 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 I cancel my order?

    All shipped orders cannot be cancelled. If you wish to cancel your order, let us know as soon as possible by contacting our customer service and we'll do as much as we can. You can also manually cancel your orders on your user profile page. If you don't see a “Cancel button, it is very likely that your order has already been dispatched.
    • 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.
    • 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. You can also find information of your shipping in "Track My Order".

     

    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 N E L I P O T S 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. Any change of address after the order has been placed will have an additional cost of 4,95€. You can make the payment by PayPal or by bank transfer, please contact us.

      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.


        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 o 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.

        GENERAL INFORMATION

        • Are out-of-stock items restocked?

        If an item is out of stock, we will try to restock it as soon as possible. If no stock is available, it will be removed from the website.
        • Is it possible to receive periodic information via email about NELIPOTS latest new products and offers?

        Yes. By simply entering your email to the Newsletter text box you will receive information on NELIPOTS latest products and news.
        • Can I cancel my NELIPOTS Newsletter subscription?

        You can easily cancel your subscription by clicking on the “Unsubscribe” button from your last email.
        • 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.
        • Can I remove items from my order?

        Yes. You can delete any unwanted items from your shopping bag as long as the order hasn't been processed yet.