Cancellations, returns & refunds

Right to cancel

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

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.

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. 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.

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.