Hi! What can we help you with?
2Returns & Refunds
Was the product different than you expected or do you need to change the size? Here you will find information on how to proceed when you have sent back 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 deposit slip. It can sometimes take up to 14 days for a return to come to us and be processed at our store.
What does it cost to make a return?
You are responsible for the return costs if you choose to make a return.
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.
Can I return items from different orders in the same parcel?
Of course you may put items from different orders in the same return parcel. Just be sure to put the return slip for each order in the package, otherwise we cannot register your returns.
Can I return sale items?
Absolutely! You have the same return rights for all items you order from us.
Here's how you return
- Return costs are the responsibility of the customer
Here you will find information on 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.
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.
How do I return an item?
Fill in the return slip, specify a return code (1-9) as well as the quantity of the item(s) you wish to return. Enclose the return slip with the item(s) you wish to return in the same package in which they were received (same package not required, but recommended). Make sure that this is the return address on your parcel:
CDON Group Logistics AB
You can then send the package through a postal service of your choice. The customer must be able to provide us with proof of return of the parcel, with a valid receipt, or if possible, the tracking number of the parcel. As the customer, you are responsible for the return costs. Once we have received and registered your return item(s), we will send you a confirmation email and process your refund. 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.
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 and proceed to place a new order for the item in the size/color you want. No replacement will be sent to you automatically. NOTE: We will only refund items which are sent back to us in their original condition.
Remember it is you, the customer, who is responsible for the return until we have received and registered it, so always save your deposit slip. It can sometimes take up to 14 days for a return to reach us and be processed at our store.
When will I receive my refund?
When you have received a return confirmation by email, the process for your refund is initiated.
- Debit and Credit Cards, 1-5 working days (Mon-Fri). The refund will be transferred to the card used for payment.
- Discount & Gift vouchers. If you have paid with a discount code or a gift voucher and choose to return your items, the balance of your discount code or gift voucher will be returned within 48 hours from when the return is registered, provided that the discount code/gift voucher is still valid.
Right to cancel
Under the Distance Selling Regulations you can cancel your order at any time within 14 working days (Mon-Fri), beginning the day you receive the goods. If you wish to cancel your order, please provide our customer service team with written notification here or by letter to Nelly.com, NLY Scandinavia AB, Box 690, 50315 Borås, Sweden. 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.
How do I return something to you?
Here are the steps:
1. Fill in the return form on the reverse of your delivery note. Enter a return reason (1-9), and how many of each product you are returning.
2. Pop in your return note in your parcel using the same Nelly plastic bag (or another opaque container), and making sure it's securely packed.
3. As an International customer, you can return your parcel using any postal service. Address your parcel to:
CDON Group Logistics AB
311 10 Falkenberg
Please note that you'll need to cover the postage costs yourself. The parcel remains your responsibility until it arrives to us. Remember to ask for proof of postage in case your parcel goes missing in the mail. It’s also a good idea to mark your parcel as "Returned Goods" to avoid duty charges.
5. Easy peasy! We'll send you a return confirmation as soon as your return is processed.
If you have any questions or need a new return form, just get in touch with our Customer Service and we will happily help you!
Customs and VAT
The prices on Nelly.com do not include local sales tax/VAT. These additional costs may be charged to you upon delivery.
Customers may be subject to additional charges in order to receive their package, depending on the destination. 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, even though an estimate of said import charges may be provided for certain shipping destinations. Payment of these fees is the sole responsibility of the customer/buyer.
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. Only US orders under 800 USD and Australian orders under 1000 AUD (low-value orders) are eligible as Tax & Customs Free imports.
Once a parcel has entered the destination country, it will be held by Customs for clearance. During this time, import duties and tax fees (should they apply) will be calculated by the present authority. In case of forced Return-to-Sender due to unpaid additional fees, a nominative/penalty fee may apply on 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. Complaints made within two months after you discover the defect are always considered to have been reported in good time. You, as a consumer, have three years Right of Return.
For complete information regarding your Right of Return, check out our Terms and Conditions .
How do I make a warranty based return?
Did you receive a faulty or defective product? Please contact our customer service, who will be happy to help you.
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 complete information regarding your Right of Return, check out our Terms and Conditions.
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).
We are currently experiencing particularly high demand at our warehouse, which can unfortunately result in longer wait times for responses from customer service. We apologize and want you to know we're working as fast as we can! ❤ Nelly