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 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 nearest location on DHL's website. Tell them it's a return to Nelly.com/NLY Man and they will take care of the rest. Remember to save your proof of postage receipt until you receive confirmation from us that your return has been received and procesed.

If you have a complaint about a product or our service, then this is also the place for that. You will receive a confirmation that your complaint was received and you'll get a proper answer as soon as possible, although always within 14 days. If you do not agree to the answer, and we cannot come to a solution together, then you can put your complaint before the Thuiswinkel Disputes Committee, P.O. Box 90600, 2509 LP in The Hague (www.sgc.nl), or the European ODR Platform via this link.

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.

Make sure not to give out any sensitive personal information, such as card number, account number, date of birth, or password.
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