Question 1: "I no longer have my receipt. What should I do?"

In your order history, there is a list of your recent orders. Select the one you want to return. Click on "create" to send a "request" to our customer service, who will open the order for you so that you can create a receipt for the items.

Once you have entered the required information, print the receipt and include it with your return package.

Question 2: "I have not received my purchase order / I lost my purchase order - can you send me a new one? "

The purchase order is in the package. However, if you do not find it, you can always check the details of your order by logging in to your Nelly account.

You are always welcome to contact customer service if you are unsure or want to know more.

Question 3: "Have you received the item I returned? "

You will receive a confirmation email once we have received and registered your return. If you feel your package should have been received by us, but you have not received a confirmation e-mail within 3 weeks of sending your package, you can contact our customer service to check the status of your return. In this case, we ask you to mention your customer number, your order number, the name of the article, the reference and date of dispatch. This will allow our agents to respond more quickly.

To find this information, simply login to your or account. Go to "My Pages", where you will find all the information about your orders and feedback by clicking on the relevant invoice.

We're doing our best to answer your inquiry as soon as possible, within 48 hours on weekdays.

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We do our best to answer your query as quick as possible, we aim to get back to you within two working days.


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