Firstly, IRRESISTIBLE by Nelly is proudly Australian handmade & owned, vegan* and 100% cruelty free.
Are all products handmade by Nelly?
They sure are... Every single one!
Where will my order be shipped from?
All your goodies are shipped from Ballarat, Victoria - by Nelly personally!
Do you ship worldwide?
How long until my order is dispatched?
All of our products are handcrafted and packed with passion, love and care. Please allow 1-3 business days for all orders to be completely processed and shipped out. Your patience is greatly appreciated especially during busy periods & sales. Please note: All Custom Crème Bar orders may take up to 7 business days to process.
How will my order be shipped?
All orders are shipped via Australia Post.
How long will my order take to arrive?
Shipping times depend on your location but will usually take between 1-5 business days for standard & 1-2 business days for express. All orders are tracked (you will receive your tracking number via email) so you can keep an eye out for where your parcel is! Please note: Australia Post is experiencing huge volumes at the moment due to COVID-19 which is resulting in significant delays. We highly recommend upgrading to express post if you don't want to wait as those parcels are prioritised and arrive much faster.
Do you deliver locally?
Absolutely! All local Ballarat orders are hand delivered by Nelly personally, usually in the evenings. You will receive a text message to confirm on the day you should expect your goodies. Deliveries are made within 1-2 business days but please allow a couple of extra days during busy periods & sales.
Do you offer local pickup?
Unfortunately we do not have a physical store, therefore are unable to offer a pickup option.
Please note, our stockists don't always stock our full range so you're best to check with them first to see if they have what you're after :)
Do you have sales and discounts?
Of course! Please follow us on instagram to stay up to date with the laters offers! @bynelly_
What is your return/refund policy?
We can only replace items if they are faulty or damaged in transit. We do not offer returns for change of mind and are unable to accept used/opened products. Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or replacement.
If you receive a faulty product and would like a replacement or refund, please contact us at firstname.lastname@example.org with a description & photo and our friendly team will be in touch as soon as possible. If approved for a replacement, your product will be sent out free of charge. If approved for a refund, a refund will be processed and the funds will automatically be applied to your credit card or original payment method within 10 business days.
Still have an unanswered question?
Please email us at email@example.com and we will be sure to get back to you as soon as possible!
*All products are vegan except the Gingerbread Face Mask (as it contains honey) however our honey is ethically sourced and no bees were harmed in the process!