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?
Costs vary. It is your responsibility to choose the carrier and pay the resulting shipping fees.
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 If the discount or the offer is no longer valid, then just contact our customer service after you placed your new order.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.
Can I make an exchange?
We don't have an exchange service, but of course you are welcome to send a return and to place a new order for the item(s) you want in exchange.
How to make a return
As a Nelly.com/Nlyman.com customer, you have the right to return any item you order within 14 days of delivery. You will need to pay for return shipping yourself.
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.
Make sure to send the return package to this address:
In order for the return package to get through customs, you will need to provide the carrier with a commercial invoice. Contact our awesome customer service after you registered your return online, and they will provide you with one. Do not include this in the package; hand it over to the carrier when you send the return package.
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You can send the package through a postal service of your choosing. As the customer, you are responsible for the return costs. Remember to ask for proof of postage and, if possible, a tracking number, in case your parcel is lost in the mail. It’s also a good idea to mark your parcel as "Returned Goods", and don't forget to hand over the commercial invoice. Once we have received and registered your return item(s), we will send you a confirmation email and 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 and proceed to place a new order for the item in the size/color you want. No replacement will be sent to you automatically.
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.
- 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. When items are kept, additional fees will not 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
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.
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!
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Ask Us a Question!
We'll do our best to reply to your query as soon as possible, within 48 hours, weekdays (Mon-Fri).