1 Hi! What can we help you with?
2Delivery
Standard Delivery
- £7.99 shipping fee
- 3-7 working days (Mon-Fri)
- UPS delivery
Please be aware that, due to Brexit, complications with customs may occur when the package arrives at the border, which may delay the delivery of your package.
We do not ship to The Channel Islands or Gibraltar.
Where is my Order?
Delivery time is 3-7 working days (Mon-Fri) from the day you receive handler confirmation. If you have not received your order within this time, you will receive a notice regarding the delay. It may be that your item has to be back-ordered or that it is just slightly delayed due to the high load Nelly.com/Nlyman.com is currently experiencing. If you have not received your order within 8 working days (Mon-Fri) after receiving a delivery update from us, we ask you to contact our customer service team so we can check what has happened.
Missing your order confirmation?
If you have not received your order confirmation shortly after you placed your order, it could mean that something has gone wrong with your purchase. Log in to My Page to see the status of your order. Go to "My Orders", search for the order and double check that everything looks okay.
I received an email saying that one or more items from my order are sold out. Will these be shipped later?
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 you when/if they are eventually restocked. We recommend you place a 'Size Monitor' on the item. You will be refunded for the cancelled items in the usual manner.
Customs and VAT
From 1/1/2021, prices on Nelly/NLYMAN do not include local sales tax/VAT. These additional costs will be charged to you upon delivery.
Customers are subject to additional charges in order to receive their package. Such charges include Customs & Duty charges, VAT/local taxes, etc. These charges are not included in the price paid at checkout. Only the value of the item(s) and the delivery fee are paid at checkout. Payment of these fees is the sole responsibility of the customer/buyer.
Note: This does not apply if you live in Northern Ireland. If you live in Northern Ireland, you can shop from our EU website instead.
Customs and VAT
Depending on the parcel carrier, a notification email may be sent to the customer when additional charges have been calculated, prior to delivery. Such a notification will inform the customer of additional fees required. Alternatively, the customer may be contacted by phone.
Once a parcel has entered the destination country, it will be held by Customs for clearance. During this time, import duties and tax fees will be calculated by the present authority. In case of forced Return-to-Sender due to unpaid additional fees, these fees may be deducted from the sum refunded. If you require more information on this, please promptly contact our customer support team.
3Contact customer service
Ask Us a Question!
We'll do our best to reply to your query as soon as possible, within 48 hours, weekdays (Mon-Fri).
Please be aware that, due to Brexit, complications with customs may occur when the package arrives at the border, which may delay the delivery of your package.
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.