My Return

Not completely happy? Would you like to try a different size? Here you can read all about how to send a return. Don't forget that you need to do this (or notify us about this) within 14 days of receiving your order!

Please note that you as the customer are responsible for the return shipment until the package has been received and processed by our returns department. So make sure to package the item(s) properly, and to save your proof of postage receipt until you receive the return confirmation email from us. It can usually take up to two weeks before a return can be received and processed.

What does it cost to make a return?

There is a return fee of € 9,95.

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 days for a return to be received and processed. Please make sure you keep your proof of postage receipt until you have received the confirmation email.
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.

I am going to return an item. What should I pay on my AfterPay invoice?

If your return is approved, then of course you will not need to pay for the items that you returned. AfterPay will send you an email with the updated payment details once we have processed the return. However, to avoid any reminder fees, we recommend that you do not wait with the payment until we received the return. Instead, use the payment details on the digital invoice to transfer the correct amount. You only need to pay for the item(s) you kept, plus the invoice fee, and if applicable, the shipping fee and the return fee. If you returned your entire order, then you only need to pay the return fee. You can use the payment details on the original invoice to transfer the amount. You can also register your return at AfterPay, through the AfterPay App. This will postpone your due date by 10 days.
More questions? Call AfterPay on 020 7230 270.

I returned my order, but I still received a reminder!

It may occur that AfterPay sends a reminder before we've had a chance to receive and process the return. It can usually take up to two weeks before we receive a retur, so if two weeks have not yet passed then there is nothing to worry about. Have you not received the return confirmation email from us after two weeks, kindly contact our customer service. In the meantime, make sure to pay for the kept item(s), plus the invoice fee and, if applicable, the shipping fee and the return fee.

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 remember to log in and register all items that you send in return. When you have received a return confirmation from us, also let our customer service know, so that we can make sure the return fee is only charged once.

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.

Returns

Here you can read all about how to make a return! You have 14 days, counted from the date you received your order, to decide whether or not you would like to keep the item(s). Please note that, in order for the full amount to be refunded, the items need to be returned in the original state, with - if feasibly possible - all tags attached.
Note: If you received 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.

How do I return an item?

• Return cost is € 9,95 per order

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.

Bring the package to a DHL Parcel Shop. You can find the nearest location on DHL's website.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.
If you received 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 you place your new order within 24 hours of registering your return online, then no return fee will be charged. 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!

Refunds

Please note that you as the customer are responsible for the return shipment until the package has been received and processed by our returns department. So make sure to package the item(s) properly, and to save your proof of postage receipt until you receive the return confirmation email from us. It can usually take up to two weeks before a return can be received and processed.

If you exercise your right of withdrawal, we will refund you, without delay and in no case later than 14 days after being notified of your decision to withdraw your order, any and all payments made by you, including any delivery costs and invoice fees. If you only return a part of your order, then any delivery or invoice fees will not be refunded. The refund will be made with the same payment method that you used to make the original transaction, unless you explicitly agree otherwise; in any case, no extra fees will be charged for such refunds. We are allowed to wait with the refund until we have received the goods, or until you have proven to us that the goods have been returned (for example, by showing a proof of return postage), whichever event occurs first.

When will I receive the refund for my return?

It usually takes about two weeks from the date on which you returned your package before we can receive and check your return. For a full refund, the items must be returned within the 14-day return period after notification, in its original state and - if feasibly possible - with all tags and labels attached. If this is not the case, then this will affect your balance. You will receive a confirmation by email as soon as the return has been processed. At that time, the procedure for your refund is initiated. The duration of this procedure depends on the payment method:

• Debit and Credit Cards

  1-5 working days (Mon-Fri). The refund will be transferred to the card used for payment.

• iDEAL

  1-5 working days (Mon-Fri). The refund will be transferred to the bank account used for payment.

• AfterPay

  1-5 working days. AfterPay will adjust your invoice. More information can be found here

• Discount & Gift vouchers

  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.

I was informed that one or more items from my order are sold out. How do I get my money back?

If you had the bad luck of items turning out to be sold out due to an incorrect stock balance, then unfortunately we will not be able to ship them to when/if they are eventually restocked.

If you already paid for the items with iDeal, then the amount will be refunded to your bank account in 1-5 working days (Mon-Fri). If you already paid with a credit card, then the reservation will be released in 1-5 working days (Mon-Fri). If you chose to purchase through AfterPay invoice, the invoice will be adjusted automatically. If your entire order cannot be delivered, then the entire purchase will be voided, regardless of the payment method (including any invoice or delivery fees).

Right to Cancel

Sign in and register your return online at My Pages.
If you placed an order without logging in, you can register your return here.

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.

Warranty and Claims

You sent me a defective item! Now what?

Did you receive a faulty, damaged or defective item? Our apologies! Here's how to make a warranty based return:

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.

Bring the package to a DHL Parcel Shop. You can find the nearest location on DHL's website. You can find the return label inside your package. Make sure to cover the original shipping label completely, if you use the original packaging. Make sure to save your proof of postage receipt. Upon receiving the return at our warehouse, your claim will be checked. It may therefore take a little bit longer than usual before you receive the return confirmation email. After that, you will be refunded in the usual manner. If your claim is approved, then Nelly.com/NLYMAN.com will cover the return shipping costs.

Right of Reclamation

The legal warranty applies to all items that you purchase from us. A legal warranty means that a product is or must do what you as a consumer can reasonably expect from it. Some products also come with a manufacturer's warranty. This warranty does not affect the legal warranty.

The right of reclamation applies to products that are, according to the applicable consumer protection legislation, defective. If you wish to exercise your right of reclamation for a product that you have ordered from Nelly.com or Nlyman.com, you are to contact Nelly / NLY Man customer service without delay upon discovering the defect. Complaints sent in within two months of discovering the defect will always be considered timely.

Read our Terms and Conditions for the full information regarding claims.