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Returns & Refunds

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

At Nelly.com we have a 14 day returns policy, this comes into effect from the day you receive the goods from us. We have recently introduced a new returns procedure, we recommend that you follow the below instructions for quicker processing and a faster refund of your returned items.

Every customer wishing to make a return can now print off their own ‘return slip, this is no longer included in the documentation that you received with your parcel. If you are unable to print the return slip we can send it to you.

*Please note, this is not a return label, this is a slip of paper informing us what items you are returning back to us and the reason why*

The ‘return slip’ that you need can be accessed via your nelly account on ‘my page’.

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.

If possible, please return the items in the same bag that you received them in; this is not essential but recommended.

You must then attach the following return address to your parcel:

Nelly.com
Return Department
Västerhavsvägen 2
PORT 14-16
CDON Group Logistics AB
311 10
Falkenberg
Sweden

You can then send the package through a postal service of your choice, as the customer you are responsible for the return costs. When we have received and registered your returned item/s in their original condition, we will then process your refund.

Our finance department will release the money back into your account on the date of return. However, you will not be able to see or use the money for another 6 banking days.

If you have used gift voucher/nelly money then we will need to manually refund you this. To do this, we ask that once you have received the ‘return confirmation email’ that you write customer service and they will be glad to do this for you.

NOTE - We do not exchange items. If you would like to exchange an item we recommend that you send back the unwanted item for a refund and then order the item you want from the website. Please note that we will only refund items that are sent back to us in their original condition. However, if we have delivered a wrong or faulty/damaged item then you must contact our customer service team, who will arrange a free return for you. Be aware that there will be an additional fee of 3 € for each item you return to us if you are making a return outside of the 14 days return policy.

NOTE
It usually takes 2 weeks from the time you sent your return to when 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. There are currently minor delays in our return process after the Christmas period and we're working to fix the problem as quickly as possible. We regret any inconvenience this may cause.

Right to cancel
Under the Distance Selling Regulations you can cancel your order at any time 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 our customer service on the following link http://nelly.com/eu/customer-service/ or by letter to Nelly.com, NLY Scandinavia AB, Box 690, 50315 Borås, Sweden or to Nellyeu@nelly.com.

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 their original condition (that means not being worn or used and with original packaging and brand labels attached) to our return address. Unless we delivered the item to you in error or the item is faulty or damaged, you will need to pay for your return at the Post Office.

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. Normally this takes about 10 days, but it can take up to 30 days after we have received your return.

Complaint

We try to ensure that your goods arrive free from defects. However, should you receive faulty items or an incorrect delivery, please make sure you contact our customer service team as soon as possible and no later than 14 days after delivery. We will arrange for a free courier return service 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.

At the moment we are moving our main warehouse to improve the service! During the move we might experience slightly longer delivery times, this could take up to 10 working days.

If you have any enquiries then please contact our customer service team that has all the information about the move.