UK Customer service
1. Information about us
The website www.nelly.com/uk (hereinafter referred to as “the site”) is owned by NLY Scandinavia AB (publ.) registered in Sweden, with is registered office at Lundbygatan 1, 506 30 Borås, Sweden. Our registered VAT number is 117252732.
Our email address is: email@example.com
2. Use of the site
By accessing the website or when placing an order with NLY Scandinavia AB (hereinafter referred to as “we”) the customer (hereinafter referred to as “you”) agree to be bound by all the terms and conditions (the Terms). We reserve the right to revise these Terms without prior notice to you.
Any links to other websites, which are not operated by us is out of our control and we accept no responsibility for them.
3. Your personal information
4. Contract conclusion
If you submit an order for goods via this site by submitting the order, you order is an offer to us to buy the goods on our website.
We will acknowledge receipt of your order by sending you an automatically generated email acknowledging your order. With this email the contract will be concluded.
The contract will relate only to those specific goods which are referred to in our email confirming our acceptance of your order. You should read and check the details in this email to ensure that they are correct. The contract’s content will be stored. You can find the details about your recent orders in your customer login.
If the details in the email confirming your order are incorrect, please contact customer services using the following link http://nelly.com/uk/customer-service/
The contractual language is English.
5. Price and delivery cost
We shall use our reasonable endeavors to ensure that prices as quoted on our site are correct. Information displayed on this site relating to pricing is subject to change by us without notice, but the prices on the site at the time of any order placed will be the prices applicable to that order.
Where the price for a product is less than our stated price, we will charge the lower amount on dispatch. However, we are have no obligation to sell the Product to you at the incorrect lower price if the error is obvious and noticeable and could have reasonably been recognized by you as incorrect.
If the correct product price is higher than the price on the site we will either contact you before dispatching the product, or reject your order and notify you of such rejection.
Unless stated otherwise, all prices include VAT (where applicable) but exclude delivery costs.
6. Availability and delivery
Information displayed on this site relating to availability is subject to change by us without prior notice.
We cannot guarantee permanent or continuous availability of all products on this site. All orders are subject to availability at all times.
We deliver within the United Kingdom only.
We will deliver the goods ordered by you to the in which you gave us at the time when you made the order on our website.
Standard delivery from Nelly.com takes 2-6 working days. Some products are in high demand and if sold out the warehouse staff might wait a few days if they are expecting new arrivals. Times of high traffic may need slightly longer delivery times.
We are not responsible for any delay in delivery caused by the unavailability of someone to take delivery of the products. If we are unable to make the delivery because there is nobody home we will leave a card confirming that we have attempted delivery. It will then be your responsibility to arrange a new delivery date.
Payment for goods can be made by one of the following payment methods:
Credit/debit card payments from VISA, Mastercard or Maestro.
Nelly money / Nelly Voucher.
Nelly uses our partner Debitech to provide the highest level of security for payments processed thought this site. NLY Scandinavia never saves any information regarding your credit card. All information is sent through encrypted servers (SSL / HTTPS)
Payment for goods will be made in accordance with the procedure explained in the information page “Terms of payment” (http://nelly.com/uk/payment-terms-and-methods/)
8. 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/uk/customer-service/ or by letter to Nelly.com, NLY Scandinavia AB, Box 690, 50315 Borås, Sweden or to Nellyuk@nelly.com, or in any other durable medium.
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, Västerhavsvägen 2, PORT 14-16, CDON Group Logistics AB, 311 10 Falkenberg, 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.
9. Returns policy
In addition to the cooling off period we have our own return policy.
We 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 which is more favourable than the legal requirement. 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. You are responsible for the cost of returning items.
If an item delivered is wrong or damaged, we will of course arrange a free return. Follow the guide at the Exchange and Returns page. (http://nelly.com/uk/returns-and-exchanges/) We do not exchange underwear, cosmetics or perfume.
10. Refund policy
When you return goods to us because you have cancelled the contract between us during the cooling-off period we will process the refund due to you as soon as possible and, in any case, within 30 days of the day you have given notice of your cancellation.
We will refund the price of the goods in full, including the cost of sending the item to you. However, you will be responsible for the cost of returning the item to us.
If you are not satisfied with a product for any reason e.g. if it is not what you ordered, it is damaged or defective, or we have delivered an incorrect quantity, please contact customer services who will arrange a free return of the items. Once we have confirmed the product defect or other problem, we will:
- provide a full refund for any goods that are damaged or defective, if this is within a reasonable time following the sale; or
We will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for defective goods.
We will refund any money received from you using the same method originally used by you to pay for your purchase.
11. Cancellation by us
We reserve the right to cancel the contract between us if, for example:
We have insufficient stock to deliver the goods you have ordered;
We do not deliver to your area; or
One or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
If we do cancel your contract we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit or debit card as soon as possible but in any event within 30 days of your order.
12. Title and risk
You will become the owner of the goods you have ordered when they have been delivered to you and we have received clear funds in full payment for the goods. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.
13. Our liability
Our liability connected to any products acquired through the Nelly website is strictly limited to the buying price of the product. This does not limit our liability regarding
Death or personal injury caused by our negligence
In any way where it would be illegal for us to exclude our liability.
Nelly is not liable for any loss of income, profit or contracts.
In the event that is out of our control, a so-called force majeure event, we will not be liable for any delays or failure to perform any of our contracted obligations. These events are without limitation:
The impossibility to use the means public or private transport.
The impossibility of the use of private or public telecommunications.
Riot, civil disturbance, terrorist attack or threat of this, invasion and acts of God.
If any part of these terms is unenforceable, the enforceability of any other part of these terms will not be affected.
15. Law and jurisdiction
These terms are governed by English law, and any contracts formed between via this site will be governed by English law. The English courts will have exclusive jurisdiction over any dispute relating to these terms or any contracts between us.
All notices given by you to us must be given to us in writing by email or at the address detailed in clause 1 above. We may give notice to you at either the e-mail or postal address you provide to us when placing an order. Notice will be deemed received and properly served immediately when posted on the Site, 24 hours after an e-mail is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an e-mail, that such e-mail was sent to the specified e-mail address of the addressee.
Terms of Sale
NLY Scandinavia AB (556653-8822) is the parent organisation for Nelly.com. Below are the terms of sales.
To increase customer satisfaction and ensure the security of our customers when making purchases, we have decided, in agreement with our security experts to the following routine steps. This will increase the security of the purchase.
- Our internal security system warns us when there is suspicion of fraud. The security system is based on various parameters that were set up by our security experts and other partners.
- If the security system is alerted to a potential fraud, the order is halted immediately and not delivered. This sometimes has the effect that an order is stopped even though it is not fraudulent. In the rare instance that this may occur we hope that you, our valued customer, will understand that this action concerns your safety.
- All suspected frauds are reported to the police and also passed onto our security partners for further investigation.
- For deliveries of a large value the delivery is always via the nearest delivery point, regardless of the payment.
- By registering and/or placing an order, you agree to allow Nelly and its affiliated companies to use information about your purchases as well as the contact information you provide. The data is stored and used to enable us to fulfill our commitment to you and to better satisfy your needs as a customer and provide you with better service, such as by making the website as personal as possible. The data is stored and also used for information and marketing purposes. This means that Nelly and its affiliates may, unless you object in writing, use your personal information to contact you with newsletters and special offers by SMS, e-mail or direct mail. Your personal information may also be used for market research. You have the right at any time to notify us in writing that you oppose the processing of your personal data for marketing purposes. Your privacy is important to us and all processing of personal details is done in accordance with the Privacy Act.
Registering your email and mobile number
Click on JOIN at the top and then fill in your personal details to register as a new customer.
Once we receive your order we will send you a confirmation e-mail with information about your purchase. Please keep this confirmation and check that it is correct. If you have any queries please contact our customer service team. Have your confirmation at hand when contacting customer service as this will help make the process run smoother and quicker.
If you want to cancel or change your order please contact our customer service team as soon as possible. Unfortunately we are not always able to change an order as all orders are processed as quickly as possible but we are happy to check it for you.
Normal delivery from Nelly is 2-6 working days.
Some products may be in high demand and then may have a slightly longer delivery time. Additionally during busy periods such as the Christmas and New Year delivery times could be longer. If this is the case you will be notified by e-mail.
NOTE: The invoice is in the plastic pocket on the outside of the package.
We reserve the right to end sales in the event that our suppliers run out of stock. We also reserve the right to change prices where additional costs occur. Sometimes it occurs that the goods you have ordered are out of stock and will need to be back ordered. This could result in your delivery being delayed. You would normally receive a dispatch confirmation email within 1-3 working days. If you do not receive this your goods may be delayed. Please contact us if you would like to cancel this part of your order or have any questions regarding new delivery times.
Nelly sends all their packages with UPS. If goods are damaged or lost during transport between the customer and NLY Scandinavia AB / (Nelly.com) you must notify our Customer Service team within 14 days. If goods are damaged or missing when making a return, the customer is responsible for payment.