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Frequently Asked Questions (FAQ)
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Partner with hello nella?
Fill Out Our Form Here. Click Here.
Other Questions? info@hellonella.com
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Shipping
We ship all orders through UPS. Shipped from Los Angeles, California
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Shipping Timer
We offer same day shipping on our general store . Be sure to check out our shipping timer under each product to meet this criteria.
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Payment
We accept all forms of credit or debit card payment. Our website is secured and safe.
- Click the speech bubble icon on the right to see the answer to any question.
- Other Questions? Email us
Returns
What is the return policy?
Return Policy
hello nella offers refunds/exchanges. Merchandise must not be worn, nor washed, or altered and with tags still attached. Anything purchased without a school logo can be refunded or exchanged. Anything with a school logo cannot be refunded, only exchanged.
Here’s how to exchange:
Please place a new order, fill out the form that is included in your original order, and return the items you are exchanging. All instructions are on the form that is sent with your package, you can download the form below. All orders include a prepaid return label for your convenience. However, customer must pay for shipping on the new order. In general, both shipping cost cancel out.
Time Limit
If you want to exchange an item(s) you have 30 days from the shipping confirmation date of your order to do so. You can exchange your items sizes. Please mail the exchange item(s) to 225 South Market Street, Inglewood, California 90301.
How to Return
Just simply download the Exchange Form Slip at the bottom of the page. There is a link at the bottom titled Return/Exchange Form. We have included a prepaid return label inside every order. If you do not have it, please sign in to your account to retrieve it or email us.
Return General Information
Only one exchange request can be done at a time for the same order. Exchange option will not be available if the purchased item(s) is no longer available and/or appearing on our website. Additionally, for exchange, the customer must pay for shipping again for the exchanged product.
I purchased the wrong size, how do I return?
Please follow the instructions on the exchange form. Place a new order on the size you would like and in turn return the items you do not want. Once your returned items arrive at the store, a refund will be issued on the item(s). A return label is enclosed in your package. If you lost it, please email us and we will email you another return label. The exchange must be item for item. Items with logos cannot be returned for refund, only exchaged. Any size ordered in Adult 2X-Large and up cannot be returned and/or exchanged.
What is the return fee for hello nella uniforms?
This applies if seeking a refund, not an exchange.
This does not apply if you are seeking an exchange, only a refund.
When processing a return/refund, the price of a UPS label ($7.00-$8.00) will be deducted from your refund. The label is immediately available for your convenience enclosed in the shipping box or you can sign in to your account to retrieve it.
If you have misplaced the return label or you purchased your order as a guest, please email us. We will respond within reasonable time with an attachment of the return label.
Can I return Items that have a school logo?
Yes, you may return but exchange only. We do not give refunds on any item that includes a school logo. Please see return policy question to see process of returning.
What is the return policy on washed or worn items?
We will not accept any return that has been washed or worn. If you find a manufacturer defect on any item, please let us know immediately by email.
Orders
How soon does my order status get updated?
Automatically, you will receive a confirmation email or text message (depending the contact information you inputted) of your order and order number.
You can always sign in to your account to check on your order status including the tracking number. The tracking number will be available once your order has been fulfilled. You will automatically receive an email or text message of the tracking as well.
If I place an order, what is the turn around time?
Items without a logo or items with a 3D logo will be shipping within 1-3 days after an order. Depending on the shipping address location, will be contingent on arrival time. Items with an embroidered logo shipping time is 10-14 days.
I placed an order, how do I check on my order status?
Simply sign in to your account and you will see a "track" link for your order where you will be able to check on the status.
In general though, once an order is placed, an email/text message is sent to you as the order confirmation. And once your order has been shipped you will receive a second email/text message detailing that your order has been shipped with the tracking number.
How do I cancel my order?
If your order has not already shipped just simply sign in to your account and click the cancel order button.
If you purchased as a guest, just simply email us and let us know you would like to cancel your order. Please include the name on the order, and order number.
If your order has shipped, then just return the items once they arrive to your specified address. A return label is enclosed with your package.
I placed an order, but I forgot to include an item or a few items. I would like to place a new order, but I do not want to pay for shipping again. What do I do?
Just simply place your new order and email us that you forgot to include these items in your original order. We would include both orders in one, you will receive a notification (either text or email) of a refund credit for shipping cost on your second order once it ships. Not to worry! Note, the email must be sent within 24 hours of the original order.
I received a notification that my item(s) is on backorder. When will I receive it?
As items become available it will ship immediately. You may receive multiple shipments for the same order. We will receive a notification that your backordered item has now been shipped. We may send you regular updates as well.
Does hello nella offer in store or curbside pick up?
As of now, we do not offer in store or curbside pick up.
Shopping Online
How do I find my school online?
It is easy to find your school website with hello nella. On the homepage, you will find a school search bar. Simply type in your school name in the search bar and the search will automatically populate your school name. Simply click on your school and you are done!
I found my school online. How do I figure out what my child needs to wear to school?
We have design a new filter feature on hello nella. Just look over to your right and use the filters of your choice in adding your school uniforms to the cart.
For example: St. XYZ School, you may check off the boxes, "Girl" + "3rd Grade" = the page will automatically refresh showing only the products available for these two filters applied.
If you need formal wear, apply the gender + grade + formal day uniform = the page will automatically generate the uniforms needed for formal day.
Can I buy items that are not part of my school's dress code?
Your school's dress code consist of all the uniforms approved by your school.
However, you are free to browse our general store that is outside your school's dress code and choose whatever products you wish.
Take note, the items you purchase on our general store are not part of your school's dress code and may not be approved by your school.
How do I sign up my school with hello nella as a school uniform vendor?
It is easy to sign up your school with hello nella. Simply, send us an email with a short detail of what you are looking for. We will respond in a timely fashion. You never go wrong with signing up with hello nella. Our products and service are excellent! We only carry the highest quality .We make school uniform online shopping easy for all school parents. Each school has their own independent portal with specific filters so school parents can quickly navigate and find exactly what their child needs for the school year!
How do I find out information on your size measurements?
On each product page you you will see a link lavebedl as "Size Chart" open the right size of the product page, next to the sizing options. We encourage you to click the link and size zip your child accordingly before making a purchase.
Please follow the instructions on the sizing chart to measure your child accordingly. All the instructions are on the size chart. Each size chart may have different instructions.
What are half sizes? And, what items come in half sizes?
We have a fit for every girl! For uniforms that come in half sizes, the length is the same as the regular standard size. However, the half size offers more width, as a result gives more room around the waist and stomach area.
If you believe the standard size is great with respect to length, but you just need that extra room in the waist and stomach area then you may elect the half size option.
Half Sizes comes in our Girls jumper, shorts, and pants.
Pique, and interlock polo shirts. What's the difference?
Our pique polo shirts are made of a cotton/poly blend and with woven material. The pique polo shirts are very breathable, lightweight, and drapes super comfortably.
Our interlock polos, are 60% Cotton and 40% Polyester. It is an heavyweight cotton rich interlock that is so soft. The interlock polo shirt is softer than any jersey polo shirt. This type of polo shirt is our personal favorite.
Main Difference:
Pique: Breathable + Lightweight
Interlock: Heavier material + Super soft
Regardless, we know you'll be comfortable and satisfied.
What are feminine fit polo shirts?
The feminine fit polo shirts are of a custom fit to fit much better to female bodies. They are custom made and is a fit just for her! They have a great flattering cap sleeve and outlined shaped for a female body. Excellent Style.
What is hello nella's product guarantee?
We stand by our products. We guarantee all hello nella'as uniforms against the normal wear and tear for one school year. Additionally we guarantee against any manufacturer defect for life. Email us if you have any questions.
- Need a school uniform vendor? Email us
- info@hellonella.com
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