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RETURNS AND EXCHANGES AT NELLY.COM

NELLY.COM

Returns & Exchanges

NLY Scandinavia AB (556653-8822) conducts activities for Nelly.com. Below is our returns and exchange policy.

Return policy

We at Nelly.com want you to be satisfied with your purchase. Therefore, whenever you shop at Nelly.com you have the opportunity to return the goods within 14 days. The only condition is that the goods will be returned in original condition and that means not being worn or used. The return should include the original packaging and brand labels. If an item delivered is wrong, we will of course pay for the return postage. Follow steps 1 and 2 below to return goods to us.

PLEASE NOTE: This does not affect the statutory right of withdrawal.

Here is how you exchange / return

#1 Return bag:
There are no restrictions regarding returns although we recommend you follow the following process for quicker processing and a faster refund: When returning items use the same bag that you received the items in. Stick the return label onto the package. If you have misplaced or no longer have the return label you can write your own return label and stick it to the package. The address is Nelly.com, Ålandsgatan 10, SE 504 41 Borås, Sweden. You are free to choose the delivery service you want at your own cost. When we have registered your returned products in their original condition, you will receive your refund. For exchanges, return the products you want to exchange as above. Order and pay for the products you want to exchange directly on our website. When we have registered your returned products in their original condition, we will refund you for your original purchase.
#2Return postage:
When returning a package from Nelly.com you are responsible for the return postage and can choose the postal service you prefer. In cases where you exchange a product and have the right to be compensated by us (wrong product delivered or if the product in some way is broken or faulty) we offer you free return postage. Note that it is the customer who is responsible for ensuring the goods are returned in the same condition as when leaving Nelly.com.

If you paid using a credit/debit card the refund will go onto the same card. Remember that the refund will register on the same day as when you made the purchase so you will need to check your transaction record to confirm you have received the refund.

You can also choose to get your refund as Nelly money which will be credited to your customer account. This way you can use your refund next time you shop with us. In this case, write on your return receipt form that this is how you want your refund paid out. If you made the purchase using a gift voucher or Nelly money we will automatically credit your customer account.

NOTE
Normally it takes 2 weeks from the time you sent your return to us until you receive your refund. In exceptional cases it can take up to 30 days to receive your refund. This is the maximum time allowed by law.

Right to cancel
Under the Distance Selling Regulations you can cancel your order at any time before within the “cooling off period” of seven working days, beginning on the day after you receive the goods. If you wish to cancel your order, please provide us with notice in writing to Nelly.com, Return Department, Ålandsgatan 10, 50441 Borås, Sweden or to Nellyeu@nelly.com.

If you are in possession of the goods you are under the duty to retain and take reasonable care of them.
You must send the goods back to us in their original condition (that means not being worn or used with original packaging and brand labels) to our return address (Nelly.com, Return Department, Ålandsgatan 10, 50441 Borås, Sweden). This will have to be at your own cost (unless we delivered the item to you in error or the item is damaged or defective) as soon as possible once you have cancelled the contract.

We reserve the right to make a charge not exceeding our direct costs of recovering the goods if you do not return the goods.

Once you have notified us that you wish to cancel the contract, any sum debited to us will be refunded to you as soon as possible and in any event within 30 days of your cancellation.

Complaint

We guarantee that the goods you have ordered are free from defects when delivered. Should you receive faulty goods or an incorrect delivery make sure you contact our customer service team as soon as possible and no later than 14 days after delivery. We will pay for return delivery in such cases.

NOTE
When a complaint is made an investigation of the product is carried out, in some cases we will send your complaint for further investigation to the supplier. Your views are highly valued, therefore we ask you to contact us to give us your opinions and express your concerns.

Unclaimed packages

NLY Scandinavia AB notes every IP-number when purchasing from Nelly.com

If a package is unclaimed and returned to us we have the possibility to charge you for the cost of the return delivery. An invoice will be sent within 3 days of us registering the returned item/s. If a customer has more than 2 unclaimed packages they will be barred from shopping at Nelly.com.