UK Customer service
RETURNS AND REFUNDS AT NELLY.COM
At the moment we are experiencing some delays in our return process. This means that it may take a few extra days before your return is confirmed. When your return has been confirmed, we will send you a confirmation email with a list of the items that have been returned to us.
Returns & Refunds
NLY Scandinavia AB (556653-8822) conducts activities for Nelly.com. Below is our returns and refund policy.
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:
CDON Group Logistics AB
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.
You have a 14-day right of return, counting from the day you received your package. Once the 14 days have passed, the return will be closed in "My Pages" and you can no longer return your items.
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.
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/uk/customer-service/ or by letter to NLY Scandinavia AB, Box 690, 50315 Borås, Sweden or to Nellyuk@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.
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.
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.
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.