Cancellations, returns & refunds

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

Right to cancel

Right now we have an extended return period from 17/11/14 until 8/1/2015!

Under the Distance Selling Regulations you can cancel your order at any time 14 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 team here, by letter to NLY Scandinavia AB, Box 690, 50315 Borås, Sweden, or to customerservice@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 good condition, in their original box and well packaged. For more information regarding our cancellation policy, read our terms and conditions here.

How to return an item

We normally have a 14 day returns policy. This comes into effect from the day you receive the goods from us. Complete the following process in order to make a return at Nelly.com/nlyman.com


1. Fill in the return slip on the reverse of your delivery note, enter a reason for return code (1-9) as well as the quantity of the item/s you wish to return.
2. Enclose the return slip with the item/s you wish to return in the same package that you received them in (this is not essential but recommended).
3. Attach the pre-printed shipping lapel from UPS (which you also find on the reverse of your delivery note) to your parcel. Visit www.ups.com and choose your country. You can schedule a collection of your package online or by contacting your local UPS Customer Service Centre. Remember to save your proof of postage reciept.
4. Nelly will charge you €10 for the return postage costs upon receiving your delivery. This does not apply to faulty or incorrect deliveries.
5. Once we have received and registered your return item/s we will process your refund.

Our finance department will release the money back into your account within 24 hours of receiving your return. This money will usually be received within 2-3 banking days, but can take up to 6 banking days until it is available on your account.

If you have used a gift card, then your gift card will be refunded to the value of the item. This can take up to 48 hours.

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.

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.

Exchange

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.

Reimbursement/refund

Our finance department will release the money back into your account within 24 hours of receiving your return. This money will usually be received within 2-3 banking days, but can take up to 6 banking days until it is available on your account. If you have used a gift card/Nelly discount points, the money will be refunded to the value of the item. This can take up to 48 hours.
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.

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 so we can arrange for a free courier return service for you. 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.

Unclaimed packages

NLY is entitled to charge the Customer a fee of €15 if the package is not retrieved.