Question 1. I no longer have my return slip - what do I do?

In your order history you will see a list of your recent orders; from here you can choose the order that you want to return. You must click on ‘create’ and send a ‘query’ to our customer service; they will open the relevant order for you so that you can create a ‘return slip’ for the relevant items in which you want to return back to us.

Once you have entered the relevant details you must print off the ‘return slip’ and include it in the package that you are sending back to us.


Question 2. I didn't receive/I have misplaced my receipt - can you send me a new one?

The receipt is enclosed in your parcel. However, if you are unable to find it, you can always check the details of your order by logging into your Nelly customer account.

Of course you are always welcome to contact our customer service team if you are unsure or want to know more about this.

Question 3. Has my returned item arrived?

All returns are confirmed via email as soon as they have been registered with us. If you have not received a confirmation within two weeks from the time you sent back the return you are welcome to contact our customer service team so we can help you.

For a quicker and smoother process we ask that you include the following with your return:
• Your customer number
• Your order number
• What date you sent the return.
• Which products you have returned. (if possible provide the item number of the product)

You can view detailed information about purchases you have made at and on "My page". You can also view information regarding returns on this page. To check this login to your customer account and click on the relevant invoice to see all the information regarding items you have ordered.

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We do our best to answer your query as quick as possible, we aim to get back to you within two working days.