frequently asked questions
processing time
As all our items are handmade and being a mom of both dog + baby, please allow within 10 business days from the date you place an order to be shipped or ready for pick up.
local pickup
We offer local pickup in Fujimicho, Chofu, Tokyo. When you come to pickup, please arrange date + time beforehand. Send DM to our Instagram @nelly.and.maximilli to confirm your schedule.
shipping policy
Shipping fee is calculated at checkout.
Shipping times can vary from 3-10 days.
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* Please note that delivery times may be delayed due to COVID-19. Thank you for understanding.
international shipping
We offer international shipping to the US, Canada, Korea and Hong Kong.
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We are currently working on international orders to other countries in the world. If you reside other than the countries listed above, please contact us to see if we can accommodate to have it ship to you.
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* There're limited international shipping methods due to COVID-19. We currently offer sea shipping only.
while supplies last
Kindly note there are no returns or exchanges for items purchased in the wrong size and selection as they are handmade based on while supplies last. Please ensure to measure your dog + baby before placing your order.
return / exchange policy
All sales are final. As all our items are handmade and made-to-order, we do not offer returns, exchanges or refunds. However, if there are any concerns regarding to your order, please contact us and we will try our best to resolve any issues you may have.
incorrect shipping information
If you have submitted incorrect information, please contact us immediately. If the order has already been shipped, it is the customer's responsibility to contact the carrier for any address changes.
lost or stolen packages
We understand that there is a chance that packages may be lost or stolen however nelly & maximilli is not responsible for any lost or stolen packages. Please contact the carrier to file a claim, as they will try to locate your order.