The latest updates on the progress of plush production will be shared on my Twitter @nelloshep!
What is a preorder?
Preorders fund the production of an item. This means I do not have the physical item in my hands yet, and it will take time for the item to be produced and shipped to me, so I can send them to you. Plush preorders have a longer production time than smaller items, please expect up to 5 months of wait time in the event of delays out of my control.
Where is my plush?
Your plush should be shipped by or before October 2025. When your order is handed to the USPS, a tracking number will be sent to the e-mail address you purchased with. I have no control over what happens to your item nor any knowledge about it once it is given to the USPS, so checking your tracking number will be your best bet. Unexpected delays in shipping may occur which are beyond my control and I cannot offer refunds in the event shipping takes a long time.
International orders should anticipate longer shipping times and you may be required to pay import fees to your local customs office, which must be payed to ensure delivery as I cannot collect these fees myself; please review your local import laws before purchasing.
If you do not receive a tracking number via email by the end of October 2025, please reach out to me at nelloshep @ gmail.com or on X/Twitter @nelloshep with your order number and I will send you your tracking number!
Can I change my mailing address or other details of my order?
Yes, as long as your package has not already been sent. If your mailing address is changing or you need to adjust details like your e-mail address (this is where your tracking number will be sent to) or name etc, please e-mail me at nelloshep @ gmail.com or send me a direct message on Twitter @nelloshep with your order number. Once your package has been shipped, there is unfortunately nothing I can do to change the destination.
I am not liable for items lost as a result of incorrectly written addresses. Please make sure your address is correct when submitting your order! If you are not sure if your address is written or formatted correctly, send me a message before it's shipped and I can check it for you. It's OK even if english is not your native language, you may message me in any language you are most comfortable with and I will help you ensure your parcel arrives safely. あなたが私の店からの注文時にあなたのアドレスを書く助けが必要な場合は私にメッセージを送ってください！私はあなたを助けるでしう！ @nelloshep
My package was returned to you/not delivered! What can I do?
Sometimes packages are returned to me due to the post office being unable to reach you for delivery, or due to unpaid VAT. If your package was returned to me from a USA address, you can contact me for a one-time free redelivery. I may attempt to contact the e-mail you ordered with if this occurs; if I receive no reply within 1 week, your order will be refunded.
Packages returned from an international address will be refunded within one week of their arrival to my address. I cannot personally re-deliver them due to the high cost of international shipping. However, if you would like to try again, you can contact me to arrange a re-delivery and pay the shipping fee again. If the package is rejected a second time, I can only refund the original amount of the item(s) purchased, I cannot refund any shipping fees!
Packages which are damaged or lost by your local postal delivery service, or as a result of an improperly written address, are near impossible for me to assist with and are not eligible for refunds. In the event your package is marked as "Delivered" but is nowhere to be seen, please reach out to your local postal delivery service listed on your tracking number for help. If you aren't sure which service to contact, please email me at nelloshep @ gmail.com or send me a direct message on Twitter @nelloshep with your order number and I will help direct you to the postal service used to deliver your parcel. Orders to the USA are delivered by the United States Postal Service (USPS).
Do you offer refunds or returns?
Returns are not available. Refunds are available as long as your order has not been shipped yet, you can email me at nelloshep @ gmail.com or send me a direct message on Twitter @nelloshep to request an order cancellation.
Please note: chargebacks genuinely threaten my livelihood and may result in me being blocked from selling online. I understand some things may happen which are outside of our control, so absolutely please do not be afraid to contact me in difficult circumstances.
I have a problem the FAQ hasn't answered!
Please e-mail me at nelloshep @ gmail.com or send me a direct message on Twitter @nelloshep with any issue that arises with your order!
Shipping / Payments / Privacy Information
Shipping - Orders will be shipped by or before October 2025. Tracking numbers will be emailed to the email used at checkout by the end of October 2025. VAT is not paid at checkout and must be paid locally for successful delivery to any country with relevant VAT laws. Expedited shipping, local pickup, gift wrapping and custom notes are not available. Orders ship from California, USA via the United States Postal Service (USPS). USA orders are shipped by Ground Advantage; international orders are shipped by USPS First-Class Package International. Due to changes in shipping prices which may occur between the date of order transaction to the date of shipping, shipping costs are estimated based on potential holiday shipping prices (USPS shipping prices increase from October through January). UK residents can only order on my Etsy shop (available in the future). Shipping to the EU is currently not available.
Payments - All products prices are listed in USD. To comply with California nexus laws, all purchases made in the state of California are charged the current California sales tax rate at the time of purchase. Refunds are available before shipment, returns are not available (see above, 'Do you offer refunds or returns?')
Privacy - Payments are securely processed with Stripe, which permits Apple Pay, Google Pay, domestic and international card useage, etc. All payment information inputted at checkout is securely handled by Stripe and/or the aforementioned payment processors, I do not have any access to your payment information. This shop uses SSL, which adds a layer of security when you enter your information at checkout to ensure your information is safely stored. Order information is ONLY used to generate a shipping label or to email you in the event of a failure to deliver and will be discarded within 1 year of submission. Please review this store's privacy policy, Stripe's privacy policy and terms of service, as well as Big Cartel's terms of service and privacy policy or reach out to me at nelloshep @ gmail.com for any questions or concerns.