Hey there! Thanks for shopping at Nastassy! We take pride in ourselves and our lovely customers! This section is for commonly asked questions we get from our amazing customers! We ALWAYS push to be as transparent as possible with our customers. As we continue to see the same questions pop up, we will continue to grow this list. We are hoping that this list comes in handy when you are inquiring about your orders or if you are just wanting general information about us as a company.
Where are you located?
Our warehouse is located in Mineral Well, Texas. It's just outside of of Dallas-Fort Worth! That is where your orders will ship from.
We also have an office in Fort Worth, Texas. Every time you contact us for support, you will be talking to our customer service team in the Fort Worth office.
How long will it take my order to arrive?
It all depends what shipping method you choose at checkout. But, for simplicity purposes, if you choose standard shipping at checkout (USPS Priority, for example), it will take 2-3 days to arrive.
Of course, there are exceptions to this. If you live in another country, it can take a bit longer to arrive. If it's a busy holiday season, there is a possibility it could take longer to arrive.
The warehouse team also doesn't work on the weekends. So, if you order on a Friday night, or anytime on Saturday or Sunday, your order will be shipped on Monday.
What is your return policy?
We will gladly accept returns within 30 days from the date you received your purchase. All returned items must include a Shipping Receipt with tracking number in order for a refund to be processed. All returns are subject to a 20% restocking fee if items are received in new or sellable condition. Returns received with the item damaged or materially different than how it was originally shipped may not be accepted or will be subject to a 50% restocking fee.
Refunds will automatically be applied to your credit card or original method of payment, within a certain amount of days.
How do I do a return?
If you need to do a return, please CONTACT US before doing so!
There have been instances where people would send us a return without telling us, would later email us asking about the return, and we never got the return.
By contacting us beforehand, we can walk you through the return process, make sure we have the return tracking number and ensure it arrives at the warehouse.
Do you do exchanges?
We can exchange items if they arrive to you damaged/defective or you received the wrong sized item (for example, if you ordered a small, but got a medium by mistake). In these circumstances, we ask that you email us, tell us the issue and send over pictures so we can see the issue for ourselves.
What is your shipping address
6300 Columbia Rd. Mineral Wells, TX 76067
Can I cancel my order?
Of course! You are allowed to cancel an order! You just need to send us an email and we can cancel for you. However, once your item has shipped and you get a tracking number, you will no longer be eligible to cancel your order. We cannot cancel an order once it goes out.
In the event that we don't get to your order cancellation request in time and your package does end up being shipped, you can always return it for a refund.
On the flipside, there may be instances where we cancel your order without you asking. If we cancel your order, it is because the item that you ordered is out of stock.
How long does it take to process refunds?
During our regular season, it can take 3-5 days to process your refund. Once your package reaches our warehouse, we have to:
-Check the package in.
-Check the condition of it.
-Make note of it in our system.
Once your package is processed, we can issue a refund in accordance to our return policy. Halloween season is a different story.
Since Halloween is our biggest season and our warehouse team ships out 1000s of orders per day during Halloween... returns/refunds can be a bit tricky.
As you can imagine, we get A LOT of returns during Halloween. As a result, it takes our team a bit longer to process all of these returns. During Halloween season, it can take a couple weeks to a month to process your refund.