Standard delivery from Nelly.com takes 4-10 working days and costs vary depending on your order total. Express delivery service takes 2-6 working days and costs vary depending on your order total. Some products are in high demand and if sold out the warehouse staff might wait a few days if they are expecting new arrivals. During times of high traffic, such as public holidays, there may be slightly longer delivery times.
NOTE! When we refer to days, regarding delivery we refer to normal working days. This is Monday-Friday excluding public holidays.
You will receive a confirmation email from us when your order is processed. You will also receive a dispatch email when your order has left the warehouse. This will include a tracking number so you can track the progress of your order with the delivery company. Make sure someone is home to sign for the package otherwise the delivery company may not leave the package. This is done for security reasons. We want to be sure your order reaches you. If you do not receive a dispatch email within 4 working days, please contact our customer service.
We reserve the right to cancel a sale in the event stock is sold out or our suppliers are unable to supply an order, and for any price errors that may occur. Sometimes items you ordered are not in stock but can be back ordered. An email will be sent to you within 1-3 days informing you of any of these issues. Contact us if you wish to cancel the remainder of your order or if you have any questions regarding delivery times, etc.
Customs & taxes
Depending on the destination, customers may be subject to additional charges in order to receive their package. Such charges include Customs & Duty charges, VAT/local taxes, etc. These charges are not included in the price paid at checkout. Only the value of the item(s) and the delivery fee are paid at checkout, even though an estimate of said import charges may be provided in regards to certain shipping destinations. The aforementioned additional fees are the sole responsibility of the customer/buyer.
Depending on the parcel carrier, a notification email may be sent to the customer when additional charges have been calculated, prior to delivery. Such a notification will inform the customer of additional fees required. Alternatively, the customer may be contacted by phone. Only US orders under 800 USD and Australian orders under 1000 AUD (low-value orders) are eligible as Tax & Customs Free imports.
Once a parcel has entered the destination country, it will be held by Customs for clearance. During this time, import duties and tax fees (should they apply) will be calculated by the present authority. In case of forced Return-to-Sender due to unpaid additional fees, a nominative/penalty fee may apply on the sum refunded. If you require more information on this, please promptly contact our customer support team.
Standard delivery costs $10 USD and Express delivery costs $15 USD.
NOTE! Nothing in these General Conditions affects a Customer’s mandatory statutory rights under applicable local laws, to the extent that such rights apply to such Customer and cannot be limited or excluded.