Welcome to NYA MEI. We've put together answers to some common questions about orders, preorders, shipping and customer support.
HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We respond to messages and emails in the order they are received and aim to get back to you as soon as possible. We generally aim to respond within 24 hours.
CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING AN ORDER?
If you notice an error in your delivery address after placing your order, please contact us as soon as possible at nbiliny@gmail.com.
We will do our best to update your details before your order is dispatched. However, changes cannot be guaranteed once an order has entered processing or has been shipped.
Please include your full name and order number when contacting us.
HOW LONG DOES ORDER PROCESSING TAKE?
Processing times may vary depending on the product and order type.
For available products, please allow time for your order to be prepared before dispatch.
For preorder items, orders will be fulfilled according to the estimated release and dispatch timeframe communicated at the time of purchase.
We recommend checking the product description for the latest preorder information.
GENERAL SHIPPING INFORMATION
NYA MEI currently serves customers in Australia.
Orders are prepared for dispatch once processing is complete. Once your order has been shipped, you will receive a confirmation email with tracking information where available.
Shipping costs and estimated delivery timeframes will be displayed at checkout.
For preorder purchases, please refer to the estimated dispatch timeframe provided on the relevant product page. Preorder items may have a longer waiting period than ready-to-ship products.
WILL MY ORDER ARRIVE IN ONE PACKAGE?
Depending on the products included in your order and their availability, your items may be shipped separately.
If your order contains both preorder and ready-to-ship products, delivery arrangements may vary depending on fulfilment requirements.
WHAT HAPPENS IF AN ITEM IS OUT OF STOCK OR DELAYED?
If an item becomes unavailable or experiences an unexpected delay, we will contact you using the email address provided at checkout.
For preorder products, estimated release and dispatch dates may change due to production or supply delays. We will do our best to keep you informed of any significant changes.
If we are unable to fulfil your order, we will contact you to discuss the appropriate next steps, including any applicable refund.
I RECEIVED A DAMAGED OR FAULTY ITEM. WHAT SHOULD I DO?
We're sorry if your order arrives damaged or faulty.
Please contact us as soon as possible at nbiliny@gmail.com with:
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Your full name
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Your order number
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A description of the issue
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Photographs of the damaged or faulty item, if possible
We will review your enquiry and assist with an appropriate resolution in accordance with our Returns and Refunds Policy and Australian Consumer Law.
HOW CAN I TRACK MY ORDER?
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking details, where tracking is available.
You can use the tracking link or tracking number provided to follow your delivery.
If you have not received tracking information or need assistance locating your order, please contact us.
WHY ISN'T MY TRACKING NUMBER WORKING?
Tracking information may take some time to become available after your order has been dispatched.
If your tracking number is not working, we recommend allowing a little time for the carrier to update its system.
If the tracking information still does not appear, please contact us with your order number so we can assist.
MY TRACKING SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY ORDER. WHAT SHOULD I DO?
If your tracking information shows that your order has been delivered but you cannot locate it, we recommend:
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Checking your mailbox, front door and other safe delivery locations.
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Asking household members or neighbours if they have accepted the parcel.
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Checking whether the delivery provider has left a collection notice or provided further instructions.
If you are still unable to locate your order, please contact us so we can help investigate the issue.
WHAT IF SOMETHING IS MISSING FROM MY ORDER?
If an item is missing from your order, please contact us at nbiliny@gmail.com with your order number and details of the missing product.
We will review your order and assist you with resolving the issue.
CAN I CANCEL MY PREORDER?
If you wish to cancel a preorder, please contact us as soon as possible.
Cancellation requests will be assessed in accordance with applicable Australian Consumer Law and the circumstances of your order.
Nothing in our preorder arrangements limits your rights under Australian Consumer Law.
NEED FURTHER ASSISTANCE?
If you cannot find the answer to your question, our team is happy to help.
NYA MEI
Email: nbiliny@gmail.com
Address: 47 Jolimont Road, Forest Hill, Victoria 3131, Australia
We aim to respond to all enquiries within 24 hours.
