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Shipping and Payment Information
Frequently Asked Questions
How long does it take to receive an order?
It normally takes between 3 and 7 working days. If there is any special delay, such as when materials are out of stock in Japan, we will contact you. During the current emergency, orders are taking between 5 and 8 working days. If you have a need-by-date, please contact us first for stock availability, before placing orders.
Only part of my order has arrived. Why is this?
If the materials are in our warehouse, they will be sent out straight away. If we need to get them from the publisher’s warehouse, they will be sent out separately, and will usually arrive a couple of days later. This means your order may arrive in bits. Please don’t worry if this happens. If there is any problem or special delay, we will contact you by email.
Is there a shipping COD charge?
Shipping is free for orders of 5,000 yen or more after discount and before tax that are sent to a single location. There is a fixed shipping fee of 600 yen + 60 yen tax for smaller orders. There is a COD charge of 300 yen + 30 yen tax.
Only part of my order has arrived, will I have to pay extra shipping for the second delivery?
No, you won’t.
Fees and payment method
How to pay
Most customers pay by cash on delivery, credit card or PayPal.
Your credit card or PayPal account are deducted at the time you make an order. If an order is canceled or books are not available, you will be refunded.
Can I pay by bank transfer?
Institutions such as elementary schools, high schools . . . can pay through the bank after receiving an invoice. To do this, it is necessary to open a new account on the site with a new email address. Please note that we send out invoices at a fixed time each month, so you may not receive the invoice straight after your order.
How to get an official receipt
Please let us know in the comments section when you check out. We send out receipts once a month.
Shipping and COD charge
Shipping is free for orders of 5,000 yen or more after discount and before tax that are sent to a single location. There is a fixed shipping fee of 600 yen + 60 yen tax for smaller orders. There is a COD charge of 300 yen + 30 yen tax. If an order is delivered to you in bits, shipping and COD charges are only applied to the first delivery.
Cancellation and returns
Defective or damaged items
Please contact us within 14 days if an item is damaged or defective. We will arrange for the item to be replaced and will bear the shipping costs.
Mistakes in orders
Orders are sent through to Nellie’s in the morning of each working day. If you make a mistake in your order, we can change it before sending orders through to Nellie’s, but not after this. It may be possible to return the items after you receive them.
Content of books
We cannot take responsibility for the contents of books. We will arrange for replacement books if they are damaged before you receive them, but cannot replace books if you dislike the content. To help you choose books that you like, we try to provide many sample units for books on the site, so that you can make informed purchases.