Privacy policy

NELYAD STORE POLICIES

PRE-ORDER POLICY

Some Nelyad products are offered as pre-orders. This allows us to produce garments with greater attention to detail while reducing unnecessary waste.

By purchasing a pre-order item, you acknowledge and agree to the following:

  • Production begins after your order is placed.
  • Please allow 2–4 weeks (14–28 business days) for your item to be handcrafted and completed before shipment.
  • Once production is finished, your order will be packaged and shipped according to your selected shipping method.
  • If your order contains both pre-order and in-stock items, your entire order may be shipped together once the pre-order item is complete unless otherwise stated.
  • Production timelines are estimates and may occasionally be affected by manufacturing, quality control, holidays, or shipping carrier delays.
  • If there is a significant delay beyond the estimated timeframe, we will notify you by email.

 

SHIPPING POLICY

We currently ship within the United States, with international shipping available in select countries.

Processing Time

  • In-stock items are processed within 1–3 business days.
  • Pre-order items follow the production timeline listed in our Pre-Order Policy.

Shipping Times

Estimated delivery after shipment:

  • United States: 2–7 business days
  • International: 7–21 business days

Delivery estimates are not guaranteed and may vary depending on your location and the shipping carrier.

Once your package has shipped, you will receive a tracking number via email.

Nelyad is not responsible for shipping delays caused by carriers, customs, weather, or circumstances outside our control.

 

ORDER CHANGES & CANCELLATIONS

Orders may only be cancelled or modified within 24 hours of purchase.

After production has begun or an order has shipped, cancellations and modifications cannot be accepted.

Pre-orders cannot be cancelled once manufacturing has started.

RETURNS & EXCHANGES

Due to the limited nature of our collections, all sales are final.

We do not accept returns or offer refunds for:

  • Incorrect size selection
  • Change of mind
  • Worn or washed items

If you receive an item that is defective or the wrong product, please contact us within 7 days of delivery with your order number and clear photos of the issue. We will review your claim and provide a replacement or appropriate solution if approved.

 

LOST OR STOLEN PACKAGES

Once a package has been handed to the shipping carrier, responsibility for delivery belongs to the carrier.

If your tracking shows "Delivered" but you cannot locate your package, we recommend:

  • Checking around your delivery location.
  • Asking household members or neighbors.
  • Contacting the shipping carrier directly.

Nelyad is not responsible for lost or stolen packages after confirmed delivery.

ADDRESS ACCURACY

Customers are responsible for providing accurate shipping information.

If an incorrect address is entered and your order has not yet shipped, contact us immediately.

Orders returned due to an incorrect address may require additional shipping fees before being reshipped.

DAMAGED ITEMS

If your order arrives damaged, contact us within 7 days of delivery.

Please include:

  • Your order number
  • Photos of the packaging
  • Photos of the damaged item

Claims submitted after 7 days may not be eligible for replacement.

REFUNDS

Refunds are only issued if:

  • Your order cannot be fulfilled.
  • The wrong item was sent and a replacement is unavailable.
  • A refund is required by applicable consumer law.

Approved refunds are returned to the original payment method and may take 5–10 business days to appear depending on your bank.

CONTACT

For questions regarding your order, shipping, or support, contact us at:

Email: support@nelyad.com