Orders placed Monday - Thursday before 3PM PST (excluding holidays) will be processed in 1-3 business days.

Orders placed Friday - Sunday (excluding holidays) will be processed on the following Monday.

2-9 business days *We are not responsible for any fees related to international customers paying to receive their packages.

Please note that all international orders may be subject to duties and taxes, which are prepaid at checkout for most countries. 

These charges are determined by your local customs authorities and are typically based on:

- The sales tax imposed by your country for purchases originating from the U.S.

- Any import duties or processing fees charged by your country’s customs agency.

Duties and taxes are non-refundable.

For any questions or further assistance, please contact us at hello@nanajacqueline.com

Orders are shipped by either USPS or DHL. In some cases, packages may be sent by UPS or FedEX. Upon shipment, you will receive a notification email to inform you that your order is on the way along with tracking information.

If you do not receive a tracking number with your email confirmation, please contact Customer Care at hello@nanajacqueline.com.

At this time, we do not offer 2-day, expedited shipping, or overnight shipping.

We always do our best to ensure every order arrives in perfect condition. But sometimes unforeseen issues happen during delivery. If your order is lost, damaged, or stolen from your porch, we want you to be protected. That’s why we offer AfterShip Protection.

You can add protection to your order during checkout. If you choose not to add protection, our options become limited and we might not be able to compensate you for lost, damaged, or stolen packages.

All claims must be filed within 90 business days of the order being shipped.

If your order is lost, damaged, or porch pirated, you can file a claim here: https://nanajacqueline.aftership.com/protection 

For qualified claims, we will replace any and all damaged items depending on availability, or issue a refund. Shipping insurance is provided by InsureShield.

 Nana Jacqueline is not responsible for lost or stolen packages once tracking information reports delivered to address provided or any fees related to international shipping. Please contact your local USPS for help on recovery of packages reported delivered via your tracking email.

If a package is refused at the time of delivery, the customer will be responsible for all return shipping fees and any applicable duties or taxes associated with the return.

These costs will be deducted from the final refund amount once the package is received and processed.