FAQ's
I just placed an order, when will it ship?
At NELI, we carefully prepare every order to ensure your wellness products arrive safely.
Please allow 1–3 business days for order processing and preparation before your order is shipped.
Once your order has been shipped, you will receive a tracking number via email. Tracking updates may take 3–5 business days to become available.
If you have not received your tracking information after this time, please contact us at:
I am not satisfied with my order. Can I return it? What if there is an issue?
Your satisfaction matters to us.
If your product arrives damaged, defective, or incorrect, please contact our team within 30 days of delivery. We will review your request and provide the best possible solution.
Please include:
- Your order number
- Your full name
- Photos or details of the issue (if applicable)
For approved returns, products must be returned in their original condition.
Please note: If your order is already in transit, you must wait until it arrives before requesting a return or refund.
Can I cancel my order?
You may request to cancel your order before it has been shipped.
Once your order has been dispatched, cancellation is no longer possible. However, you may contact our support team regarding return options.
Please email us as soon as possible at:
I entered the wrong shipping address. What should I do?
If you entered an incorrect address, please contact us immediately after placing your order.
We may be able to update your shipping information if your order has not yet been processed.
Please email:
with:
- Order number
- Correct shipping address
- Customer name
Once an order has been shipped, we cannot guarantee address changes.
How long does shipping take?
Shipping times may vary depending on your location and carrier availability.
Estimated delivery times:
- Processing time: 1–3 business days
- Standard shipping: 7–15 business days
Delivery times may occasionally be affected by factors outside our control, including weather, carrier delays, or customs processing.
I have another question. Can you help?
Absolutely. Our NELI support team is here to help with any questions about your order, products, or delivery.
Please contact us at:
To receive a faster response, please include:
- Your order number
- Your name
- A clear description of your question or issue
Thank you for choosing NELI. 🌿
The NELI Team
Nature. Drop by Drop.