Order FAQ
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Order FAQ

Order Statuses

Once we receive your payment, your order will go through several steps before being “shipped”.
Please refer to the different order statuses explanation below:

Waiting for payment:
This order status is unpaid. Please feel free to pay for your order as soon as possible. Once we receive your payment, we will process your order.

Payment to be confirmed:
Due to transaction delay or other reasons, at this time we haven’t received your payment yet. If the payment has been completed successfully, please send us the transaction ID or payment proof to speed up the process.
 If we haven't received your payment within 20 days from the date you placed your order, we will automatically cancel your order.

Payment failed:
You have attempted to pay us via credit card or other payment method, but this payment has failed. Please use other banking account to try to pay again. If the payment has been completed successfully, please send us the transaction ID or payment proof.

Payment Confirmed:
You have just paid for your order, we will process your order as soon as possible, Please be patient.
An order status of “Processing” means your order has been entered into our system and has been sent to the warehouse to prepare shipment.
The order status will remain as "Processing" until shipment information been updated from the warehouse.
If your order status is still showing“Processing after 48 hours, it does not necessarily mean that something wrong with your order. It simply means your order is still in queue and waiting for dispatch.
- After you place the order:  if any changes on stock you will receive a notification E-mail from us with a action required. Please check your email timely. 

Your order is being dispatched out of the warehouse. Your order can not be edited anymore. 

Your order has been shipped and now is on its way. Please check your order information in account, and you may track the item online (if it's a tracked order).

Confirm delivery 
You have confirmed receipt of order merchandise on the website. If the goods have not actually been received, please check the order logistics details or contact our customer service. 

Your order status was refunded. We have arranged refunded for you. If you still have other questions, please do not hesitate to contact us.


Where is my another package?

If you have ordered multiple items and some of them are not in stock, the order will be split shipped. Items in stock will be sent first, and when the other items are in stock, they will be sent in another package.


How do I add or remove items from my order?

Please note we can only change to another color/size with the same price. 

Please contact us if the order is in an early stage of processing. 

We cannot change items after the order shipped.


Modify an Order

You may be able to modify an order if it's not yet started shipping. Please contact service@nesshoo.com.

Please note: in some cases we have different policies on modifying an order.


What should I do if I want to change the shipping address?

Please contact service@nesshoo.com. If the order has not shipped, we will update the address. We cannot change the delivery address after the order ships.