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 December 2023. 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. EU orders must pay VAT to ensure delivery; please review your local import laws before purchasing. I strongly encourage EU residents to use a USA forwarding address for easier international shipping.
If you do not receive a tracking number via email by the end of December 2023, please reach out to me at nelloshep @ gmail.com or on 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 to the EU are unfortunately much more likely to be returned to me due to new international shipping laws, and for this reason it is not suggested to attempt a re-delivery to the EU. I strongly encourage EU residents to use a USA forwarding address for easier international shipping.
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?
All sales are final, refunds and returns are not available UNLESS your package was returned to me due to failure to deliver and you do not want to attempt redelivery. If you have a problem with your order, please email me at nelloshep @ gmail.com or send me a direct message on Twitter @nelloshep.
Please note: chargebacks genuinely threaten my livelihood and may result in me being blocked from selling online. If you seriously regret a purchase and are considering a charge back, I beg you to reach out to me via email or Twitter instead; 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 December 2023. Tracking numbers will be emailed to the email used at checkout by the end of December 2023. 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 Germany 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 California sales tax rate of 7.25%. Refunds and returns are not available except in aformentioned circumstance (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 e-mail 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.