NELL Vol. 3 - Healing Process
For in-store purchases, items can be returned so long as it is sealed and unopened in its original packaging and the receipt is provided. Items must be returned within 14 days of purchase in order to receive a full refund.
For online purchases, all items MUST be carefully packaged and returned in the same condition they were sent (unopened and sealed in original packaging). Once we receive the items in store, we will refund the purchase amount. Items must be returned/shipped within 7 days of delivery. Once they are received in store, we will give a full refund.
What if my order was shipped but returned to the store?
We do not take liability for orders returned due to incorrect shipping addresses or absent residents at the time of delivery. When an order is returned to the store, we will refund the purchase amount, excluding shipping charges. If a customer still wishes to receive the purchased item(s), he/she will need to place a new order on our website. Please double check that the shipping address is correct whenever you place an order!
We do NOT process exchanges for online orders. If you wish to receive another item, you will need to return the originally purchased item to the store. Return shipping costs must be paid at your own expense. Once we have received the item, we will cancel your order and you can place a new order for the item you wish to receive.
FILING A CLAIM WITH YOUR ORDER
If you encounter an issue with your order, it needs to be reported to us within 7 days of delivery. Once we have received your claim and send you a follow-up email notification, you have 30 days to respond. If we do not receive any response within 30 days, your claim will be closed.
Please note that the "In-Store Pickup" option will remain closed until further notice to further protect the health and safety of our customers and staff.
We sincerely apologize for any inconvenience. Thank you.
We currently offer shipping in the United States and Canada.
Orders shipped outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country and/or selected shipping courier. Any additional charges for customs clearance is the intended customer and/or receiver's responsibility.
*Customs clearance may cause delays beyond delivery estimates.