Have you received my return?
You will receive a return confirmation via email as soon as we have received your return. It may take up to 14-21 days for a return to be received and processed.
If you returned items from different orders in the same package, then it may take a day or two longer before the returns are processed. You will receive a return confirmation email for each order.
What does it cost to make a return?
There is a return fee of 9,95 €.
Can I return items from different orders in the same package?
Yes, you can return items from different orders in the same return package. Just be sure to put the return slip for each order in the package, otherwise we cannot register your returns. And please contact our amazing customer service to ensure you're not charged double for the return fee.
If I send a return and order the same item in a different size, can I still get the same discount?
Definitely! If the discount or the offer is no longer valid, then just contact our customer service after you placed your new order. They'll help you get the same discount again.
Can I return sale items?
Absolutely! You have the same return rights for all items you order from us.
How to make a return
You have 14 days to decide if you want to keep your product(s), starting from the moment you receive your package. Please be aware that all items sent back to us must be in original condition and include all labels and tags.
- Return cost is 9,95 € per order.
How do I return an item?
- Sign in and register your return online at My Pages, or, if you do not have an account, via this link. It's important that you register your return online so the return process and refund will be as quick and smooth as possible.
- Create a label to ship the parcel on DHL's website. You only need to fill out the fields not marked with an asterisk (*), so only your name, email and home address.
- Print out and stick the label to the package. Then bring the package to a post office or a postal point. (Do not bring the package to DHL.). Make sure to get a proof of postage receipt, and to save that receipt until you receive the return confirmation email from us.
Done! We'll send you a return confirmation email as soon as your return is registered, and process your refund.
NOTE: Make sure the item(s) are in the same condition as you received them in, i.e. in the original packaging with all labels and tags left. If the item returned is not in a sellable condition, you won't be refunded for your return. If you receive a faulty or incorrect item, please contact us and await further instruction before returning the item(s). Our customer service team will inform you whether or not you are eligible for a cost-free return.
Can I exchange an item?
No. We do not technically exchange items. If you would like to exchange an item, we recommend you return the unwanted item(s) through the process described above. Then proceed to place a new order for the item(s) you want in exchange. No replacement will be sent to you automatically. If the item was discounted, and you're ordering the same item in a different size, then you can get the discount again. Just contact our amazing customer service and we'll fix you up!
From the date you ship your return, it can take up to 14 days to receive your refund. You will receive a return confirmation via email as soon as we receive your return.
- Debit and Credit Cards: 1-5 working days (Mon-Fri). The refund will be transferred to the card used for payment.
- Direct Payment: 1-5 working days (Mon-Fri). The refund will be transferred to the account used for payment.
- Gift Cards: 1-3 working days (Mon-Fri). The refund will be issued to the same gift card used at purchase. Don't have your code anymore? Contact our customer service and we'll help you.
- NLY Points: 1-3 working days (Mon-Fri). The refund will be issued to your user account.
My product is on backorder. How do I get the product?
If you were unlucky and your item is on backorder, you are obviously entitled to a refund. Your refund will start as soon the item is backordered, and you should have the money on your card/account within 1-5 business days.
Right to Cancel
Under the Distance Selling Regulations you can cancel your order at any time within 14 days, beginning the day you receive the goods. The return products must be shipped within 14 days from the date you notify NLY that you wish to exercise your right to cancel.
If you are in possession of the goods, you must retain and take reasonable care of them. The goods must be sent back to us in good condition, in their original box and well packaged. NOTE: If you receive a faulty or incorrect item, please contact us and await further instruction before returning the item(s). Our customer service team will inform you whether or not you are eligible for a cost-free return. For more information regarding our cancellation policy, read our terms and conditions here.
The warranty covers goods that are faulty, according to applicable consumer protection legislation. If you wish to report errors in your order, please contact us as soon as possible after you discover the defect.
For complete information regarding your Right of Return, read our Terms and Conditions.
How do I make a warranty based return?
We'll send you a confirmation email as soon as your claim has been processed. Note that warranty-based returns may take a little bit longer than normal returns. If your claim is approved, then naturally we will waive the return fee.
Is your order closed for return? Contact customer service and we'll help you further!
3Contact customer service
Ask Us a Question!
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Please be aware that we will only respond to emails written in English ❤
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