1 Hi! What can we help you with?
2Order
My order
When you become a member with us, you get access to My Pages. There, you will find information on all your orders; when you ordered, what products you ordered, what it cost, and what payment method you used. You also get a good overview of all the products you saved as favorites. Need to change your address, phone number or other information? You can do this also in My Pages!
How to place an order on Nelly.com
You can see our products by clicking through our product categories or by using the search function. If you click on a specific product, you will go to the product page where you can read more about the product and choose a size and color.
You can filter on color, size, brand, style, material and price. You can sort on best match, latest arrival, low to high price, high to low price and brand. When you have selected the size and color, you can click the "Add" button to add the product to your digital shopping cart. Then you can choose either to continue shopping or to go straight to checkout. To see your shopping cart, you can at any time click on the shopping cart icon in the upper right corner.
If you click "Go to checkout", you get an overview of your products where you can edit by removing items, changing the size or changing the amount. To confirm your purchase, go through all the steps at checkout. Scroll down to sign in as a member or to shop as a guest. After that you choose your delivery method. You can see the pricing for each delivery method on the right.
Scroll down to choose your payment method. The available payment methods will show up automatically after the previous steps, and when you click on them you can see any conditions and pricing for e.g. invoice payment. At the bottom you can see you total amount to be paid, including VAT and any fees. Click "Confirm and Complete Purchase" to complete your purchase. When the purcahse has been approved and completed, you will go to a receipt page on our site and you will receive an order confirmation via email.
Our website is available in the languages and countries that you can choose by clicking on the flag icon in the page header. You can agree to the terms in any of these languages. If you complete a purchase with us we will save your purchase history for three years.
Where is my order?
If you have not received your order within 4-8 working days (Mon-Fri), you will receive a notice regarding the delay. It may be that one item had to be back-ordered or that we are experiencing slight delays due to a high workload at Nelly.com/Nlyman.com. If you have not yet received your order within 8 working days (Mon-Fri) after receiving a delivery update from us, kindly contact our customer service team.
Can I change or cancel my order?
You cannot personally change your order after approving purchase. However, our customer service can change or remove items from your order as long as the order has not yet been processed by our warehouse. Contact us here and we'll be happy to help. Please note that we do our best to process and ship all orders as quickly as possible, and there is only a small window in which we can make changes to an order. This means we may not always be able to help you, even if you contacted us right away.
Create account
By becoming a member you get access to My Pages. There, you can update your account information and keep track of your favorite pieces through product watches. Becoming a member is free of charge.
I want to create an account, but my email address is already used. What do I do?
That means you have already created an account with us. Click on "Sign in" and choose "Forgot your password?". From there, fill in the email address with which you tried to register. After, we will send you a link to follow so you can update your password.
I forgot my password. What do I do?
Click on "Sign in" and choose "Forgot your password?". Fill in your Nelly/NLYMAN registered email address. After, we will send you a link to follow so you can update your password.
Monitor size
Under My Pages you can easily keep track of which items you're watching right now!
Monitoring the size of an item will inform you, via email, when the selected size is back in stock. That way you can quickly and easily shop for the sizes that were previously sold out.
How do I Monitor Size?
When you're on the product page for the item you would like, click the "Monitor Size" button just under the size elections. To enable monitoring, select the size you want to monitor and then fill in your email address to receive an alert by mail.
Can you answer when/if a product will come back in stock?
No, the best way to do this is by clicking Monitor Size. See instructions above!
My Lists
By using My Lists, you can keep track of the items you're most interested in. You can find My Lists under the My Pages section here.
How do I use "My Lists"?
To favorite an item in "My Lists", click the heart which can be found under every product. After, click the list on which you wish to add the product.
To see your saved favorites click here. You can even delete, edit or create new lists here.
Can I reserve a product by adding it to my shopping bag?
No, you cannot reserve a product. To be sure to acquire a specific item, you must be the first to complete the purchase.
3Contact customer service
Common questions right now:
Where is my return?
In My pages you can track your return(only applies to members who are logged in). A return takes about 14 days to process, starting from the day you hand in the package to an agent.
We will email you a confirmation as soon as the return is processed.
Do you want to change or delete your order?
You do not have the opportunity to change your order yourself after you have confirmed it. However, our customer service can change or remove goods from your order as long as it has not been processed by our warehouse.
Contact us directly via chat and we have the best chance of being able to help you before the order has been locked for handling.
Are you waiting for your package?
You can find the tracking information in the delivery confirmation email!
You can also try searching for the answer to your question here.
Still have questions?
Send us an email