CUSTOMER FAVES

FAQs

What are pre-orders?

What's a pre-order? A pre-order means to order something in advance. It's placing an order for the item before it is produced and available, with the understanding that it will be shipped later. 

Why pre-order? By pre-ordering, you will have an item specially made for you and this reduces wastage. Sometimes I also offer discounts exclusively for pre-order items, especially in bundle deals.

When will my pre-order item ship? As pre-order items are made to order, there is a production time (which can take 2 months~) as well as sea freight shipping (which can also take 2 months~). We indicate an estimated date on the product page about when the item is expected to ship. Please sign up for the emails newsletter for status updates and more.

If you combine pre-order items with different dates in one order, the entire order will ship when all items are in stock.

Additionally, check out the pre-orders update page for status of specific items.

When can I expect my pre-order item?

 LAST UPDATED: 2023-05-12

All new updates will be added here. Please note that if you placed a multiple order item that contains a preorder item, your order will not ship until all items arrive. Please place separate orders if you want in-stock and pre-order items to arrive separately.

Pre-order timelines are ESTIMATES and are subject to extension.

APPAREL

Abyss Cardigan batch 2 - Current ETA is July-August 2024

Everything else from May 5 preorder will be updated here once the pre-order period has ended

SWIMSUITS

Timeline ETAs are listed on individual product pages, but I'll share more detailed updates here as soon as I get a firmer grasp on the delivery schedule. Keep an eye out for news!

 

 

 

 

What are your shipping details?

SHIPPING & TRACKING 

♡ When will my order be shipped?

For in-stock items, our current shipping and processing times are 1-5 business days, subject to Canadian holidays. For pre-order items, you can find out more details on our pre-orders updates page or the item listing itself.

♡ What should I do if the order is delayed?

Unfortunately, we cannot control the transportation process of the shipped packages. Please get in touch with the carrier for any delays/changes in delivery time.

♡ Does shipping include tracking?

All of our packages are sent with tracked shipping ONLY. 

♡ How do I check shipping prices?

You can check shipping prices by inputting your address upon checkout.

♡ Can I combine orders and shipping?

As long as the items haven't shipped, absolutely! Please contact jen@nyahallo.com.

♡ Where do you ship to?

We ship to most countries internationally, however there are a few countries our standard carrier does not ship to. Please see the next question if your country does not show up upon checkout. Shipping rates vary based on weight and distance; estimated cost will be calculated at check out.

 ♡ My country doesn't show up upon checkout but I would like to order, what should I do?

Please email jen@nyahallo.com and we can arrange an international carrier to ship your order. Please keep in mind international rates can be very pricey and understand we are not responsible for customs charges and/or fees.

I wrote the wrong address, what can I do? 

Please contact the shipping provider for more information if the package is lost. We can't edit addresses once the order has shipped. You, the customer are responsible for providing a complete and correct address. We are not responsible for incorrect addresses, so please ensure your address is correct and complete. If the item has not yet shipped please email us immediately to change your address.

♡ My package is lost or stolen, what do I do?

Once the package is scanned and marked as delivered, our responsibility ends here. Once your package was already shipped out and USPS officially claimed delivery, we unfortunately no longer have control over the process. As such, please contact your local USPS at 800-522-9085 to help locate your package, supplying the tracking number associated with your order. If after a week, your package is still haven't arrived, you can file a missing mail request on the USPS website and they will help locate the package for you. 

On the chance it was stolen, report it to the US Postal Inspection Service if it still can't be located. https://postalinspectors.uspis.gov/ 

We are not responsible if a package gets lost or stolen. It is the buyer's responsibility to provide a safe location for the delivery of packages.

If the tracking number shows that your item is delivered, we will not issue a refund or replacement under ANY circumstances.

♡ Am I (the customer) responsible for customs/duties/taxes/fees:

When ordering internationally, additional customs fees may apply. Customers are 100% responsible for all Duties, Fees, Taxes and/or VAT (Value Added Tax) imposed by their respective countries when shipping internationally. These taxes are NOT included in the International shipping fee and orders will not be refunded because of unwanted additional fees. Please be sure to check with your local post office to find out fees before placing an order.

The recipient is the importer of record and must comply with all laws and regulations of the destination. Customs policies vary widely; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. Failure to fulfill these charges will result in an unsuccessful delivery.

♡ What happens if my order is returned to sender?

If your order is returned by the shipping carrier due to an incorrect address, you are responsible for paying the shipping fees needed to re-ship the package. We are not responsible for incorrect addresses provided during checkout, and we will not provide a refund if you refuse to pay for your package to be re-shipped.

 

RETURN/REFUND & CANCELLATIONS

♡ Can I cancel my order? We only accept cancellation requests within 12 hours FOR IN-STOCK ITEMS ONLY. Please email jen@nyahallo.com. We do not offer cancellations on pre-order items.

♡ Can I return items? Yes, but there's a 25% restocking fee, and you are responsible to ship the items in their original packaging as well as pay for the items to be shipped.

I have another question

Contact me at jen@nyahallo.com or alternatively, fill out this form.