My typical business hours are Monday thru Friday, 10:00 AM - 6:00 PM Pacific Time.

You can contact me via email (marcel.nehlsen.designs@gmail.com) or my contact form. Please mention your order number as well. I usually respond within 24 hours. Unfortunately, I do not accept phone calls or text messages.

Please keep an eye on your email after purchase. Make sure that your email address on file is correct and active. You should also check your spam folder, just in case my emails are filtered automatically. Confirm that emails from marcel.nehlsen.designs@gmail.com and no-reply@squarespace.info can get through.

If I contact you and don’t receive a response, I will follow up at least once after 24 hours. If I still do not receive a response, then I reserve the right to cancel and refund the order.

You can read my full Cancellation, Return, and Refund Policy here: https://www.marcelnehlsen.com/cancel-return-refund-policy

I currently ship within the United States (excluding U.S. territories). I assemble, pack, and ship all orders from my business in Winchester, California.

Please allow 3-5 business days for me to prepare your order. Shipping is usually 2-5 business days via USPS, but this delivery window is not guaranteed. If there is an unexpected delay or problem during transit, orders may take longer to arrive.

Business days do not include weekends or U.S. holidays.

If your order does not arrive within 10 business days of purchase, please contact me for assistance.

You can read my full Shipping Policy here: https://www.marcelnehlsen.com/shipping-policy

Cancellations:

Contact me within 24 hours of purchase. After 24 hours, I can only cancel unshipped orders.

After I process the refund, it should appear on your statement within 5-10 business days, but it may take longer.

Returns:

Contact me within 14 days of delivery. I must receive returned packages within 30 days of delivery. You are responsible for return shipping costs, unless items arrived damaged or I made a mistake with your order.

Items must be unused, undamaged, and include all original pieces. After I receive the package, I will process your refund. Refunds usually take 5-10 business days to appear on your statement, but it may take longer.

You can read my full Cancellation, Return, and Refund Policy here: https://www.marcelnehlsen.com/cancel-return-refund-policy

Please contact me within 24 hours of purchase. I will cancel and refund the order, since I must ship to the address that you provided at purchase. I also cannot view or edit your payment information.

Before you reorder, please confirm that the payment method and shipping address are correct during checkout.

If you contact me more than 24 hours after purchase, I can only cancel the order if it did not ship already. Unfortunately, I cannot cancel or redirect orders that are already in transit.

You can read my full Cancellation, Return, and Refund Policy here: https://www.marcelnehlsen.com/cancel-return-refund-policy

Contact me within 14 days of delivery to describe the problem. Please send photos of the incorrect/damaged items and packaging as well. After I confirm the issue, I can send you a prepaid return label.

I will process a full refund after receiving the package. I must receive returned packages within 30 days of delivery. I will also work on filing a claim with the shipping carrier.

This policy does NOT include buyer’s remorse, dissatisfaction with products that match their descriptions, or orders that ship on time and arrive later than expected (e.g. delay during transit due to poor weather). I still accept returns in these situations, but you are responsible for return shipping costs.

I cannot be held responsible for goods damaged or lost in return shipment. Therefore, I recommend an insured and trackable mail service. I am unable to issue a refund without actual receipt of the goods or proof of received return delivery.

You can read my full Shipping Policy here: https://www.marcelnehlsen.com/shipping-policy

If there is an unexpected delay or problem during transit, orders may take longer than usual to arrive. For example, poor weather or busy holidays can push back arrival estimates. Please keep an eye on the tracking status and allow a few more business days for arrival.

Please allow up to 5 business days for production time after purchase. Shipping is usually 2-5 business days, but arrival estimates are not guaranteed.

If there are no tracking updates 7+ days after the latest estimated delivery date, please contact me as soon as possible. I will contact the shipping carrier on your behalf. If the package is confirmed to be lost, I can start the refund process and file a shipping claim.

You are welcome to place a new order after you receive the refund. While I will try to ship earlier, I cannot guarantee production time faster than 5 business days or shipping time faster than 5 business days. I also cannot guarantee arrivals by specific deadlines or events.

You can read the full relevant policies here:

• Shipping Policy: https://www.marcelnehlsen.com/shipping-policy

• Cancellation, Return, and Refund Policy: https://www.marcelnehlsen.com/cancel-return-refund-policy

Unfortunately, I do not offer customized orders for the public listings on my web store. However, I carefully test different material, color, and size combinations before I finalize my listings. This helps me choose options that work really well together. I can also focus on product quality, consistency, and faster production times.

If you are interested in a custom project, please use my contact form to provide more information about the request, your budget, the shipping location, deadline, and any other helpful information.

If your request is something I can do, I will work with you on drafting a contract and invoice. I encourage you to review my portfolio for examples of my style and the products I typically work on.

Note that I cannot guarantee my availability to work on custom projects. I also reserve the right to decline projects at my discretion. For example, I will not accept a request if I am not confident that I can meet your deadline. I will also not accept requests that violate U.S. laws (e.g. copyright infringement).