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.


How do I place an order?

Add the item(s) you would like to purchase in your shopping bag and proceed to checkout. Enter your details and double-check to see if everything is correct. Choose a payment method and check the box to agree to our Terms and Conditions (after reading them, of course). Then click the button "Confirm and Complete Purchase" to place your order. Within a few minutes, you should receive an email from us with your order confirmation.

Where is my order?

We will send you a dispatch confirmation email as soon as the package leaves our warehouse. This email will contain a link to the DHL Track & Trace website where you can track the shipment. Note that the shipment only becomes traceable when the package has arrived in The Netherlands, usually a day or two from the shipping date.
If you have not received your order within 2-5 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.

3Contact customer service

Ask Us a Question!

We don't have a phone number, but we'll be happy to help you via this contact form. We'll do our best to reply to your query as soon as possible, within 48 hours, weekdays (Mon-Fri).

How do I send my return?

Bring the package to a DHL Parcel Shop. You can find the return label inside your package. Make sure to cover the original shipping label completely, if you use the original packaging. Remember to save your proof of postage receipt until you receive confirmation from us that your return has been received and procesed.

We're working as fast as we can, but our response times are currently delayed. We really appreciate your patience and we'll get back to you ASAP.

Please note that we will only respond to emails written in English.

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