Was the product different than you expected or do you need to change the size or color?
Here you'll find information on how to proceed when you returned your order or wish to make an exchange. Keep in mind you have 14 days to decide if you want to return your product(s), beginning from the time you receive your package.
Remember it is you, the customer, who is responsible for the return until we have received and registered it, so always save your postage receipt. It can sometimes take up to 14 days for a return to reach us and be processed at our warehouse.
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.
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.
What does it cost to make a return?
There is a return fee of £9.95.
Can I return items from different orders in the same package?
You are more than welcome to put items from different orders in the same return parcel. Just be sure to place the return slip for each order in the package, otherwise we cannot register your returns. And please contact our amazing customer service to ensure you're not charged double for the return fee.
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 If the discount or the offer is no longer valid, then just contact our customer service after you placed your new order.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.
How to make a return
You have 14 days to decide if you want to keep your product(s), starting from the moment you receive your package. Please be aware that all items sent back to us must be in original condition and include all labels and tags.
How do I return an item?
It's important that you register your return online under "My Pages" so the return process and refund will be as quick and smooth as possible.
In order for the return package to get through customs, you will need to provide UPS with a commercial invoice. Contact our awesome customer service after you registered your return online, and they will provide you with the three necessary copies. Do not include them in the package; hand them over to UPS when you leave the package at an Access Point.
- Return cost is £9.95 per order.
You can schedule a pickup by contacting your local UPS Customer Service Center or you can drop off the parcel at a UPS Access Point. Find a location near you on the UPS website. Remember to hand them the commercial invoice, and to save your proof of postage receipt.
We'll send you a return confirmation email as soon as your return is registered, and then proceed to process your refund.
NOTE: Make sure the item(s) is in the same condition as it was upon reception, i.e. in the original packaging, with all labels and tags attached. If the item returned is not in sellable condition, you won't be refunded for your return. 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.
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 in the size/color you want. No replacement will be sent to you automatically. 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!
From the date you ship your return, it can take up to 14 days to receive your refund. You will receive a return confirmation via email as soon as we receive your return.
- Debit and Credit Cards: 1-5 working days (Mon-Fri). The refund will be transferred to the card used for payment.
- PayPal: 1-5 working days (Mon-Fri). The refund will be transferred to the same PayPal-account used for payment.
- Gift Cards: 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.
Your return must be approved in order to process a refund. The product must be returned within 14 days of initial reception. The products must be sent back in original condition, undamaged, with all stickers and tags still attached.
Remember it is you, the customer, who is responsible for the return until we have received and registered it, so always save your receipt until you receive the return confirmation email.
With returns of entire orders, additional fees (i.e. for the delivery or invoice) will be cancelled, but we do charge a return fee of £9.95. When items are kept, both fees apply and won’t be cancelled.
When you receive email return confirmation, the refund process will begin.
Right to cancel
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.
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.
The warranty covers goods that are faulty, according to applicable consumer protection legislation. If you wish to report errors in your order, please contact us as soon as possible after you discover the defect.
For complete information regarding your Right of Return, read our Terms and Conditions.
How do I make a warranty based return?
We'll send you a confirmation email as soon as your claim has been processed. Note that warranty-based returns may take a little bit longer than normal returns. If your claim is approved, then naturally we will waive the return fee.
Is your order closed for return? Contact customer service and we'll help you further!
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.