Returns & Refunds
NLY Scandinavia AB (556653-8822) conducts activities for Nelly.com and Nlyman.com. Below is our returns and refund policy.
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. On the Invoice you received with your package, please indicate which item/items it is that you wish to return by writing the article number, name of product and reason for return. Place the Invoice in the bag.
2. Place the item/items you wish to return in the same bag that you received them in (this is not essential but recommended).
3. Take the return label from the Invoice and stick it on the bag or attach the following address to your parcel:
CDON Group Logistics AB
4. Seal the bag.
5. 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 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.
Right to cancel
Under the Distance Selling Regulations you can cancel your order at any time within the “cooling off period” of 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 on the following link http://nelly.com/ww/customer-service/ or by letter to Nelly.com, NLY Scandinavia AB, Box 690, 50315 Borås, Sweden
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.
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.