Customer service women - NELLY.COM

Returns

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My Return

Not completely happy? Would you like to try a different size? Here you can read all about how to send a return. Don't forget that you need to do this (or notify us about this) within 14 days of receiving your order!

Please note that you as the customer are responsible for the return shipment until the package has been received and processed by our returns department. So make sure to package the item(s) properly, and to save your proof of postage receipt until you receive the return confirmation email from us. It can usually take up to two weeks before a return can be received and processed.


What does it cost to make a return?

There is a return fee of € 9,95.

Have you received my return?

You will receive a return confirmation via email as soon as we have received your return. It may take up to 14 days for a return to be received and processed. Please make sure you keep your proof of postage receipt until you have received the confirmation email.

I am going to return an item. What should I pay on my AfterPay invoice?

If your return is approved, then of course you will not need to pay for the items that you returned. AfterPay will send you an email with the updated payment details once we have processed the return. However, to avoid any reminder fees, we recommend that you do not wait with the payment until we received the return. Instead, use the payment details on the digital invoice to transfer the correct amount. You only need to pay for the item(s) you kept, plus the invoice fee, and if applicable, the shipping fee and the return fee. If you returned your entire order, then you only need to pay the return fee. You can use the payment details on the original invoice to transfer the amount. You can also register your return at AfterPay, through the AfterPay App. This will postpone your due date by 10 days.
More questions? Call AfterPay on 020 7230 270.

I returned my order, but I still received a reminder!

It may occur that AfterPay sends a reminder before we've had a chance to receive and process the return. It can usually take up to two weeks before we receive a retur, so if two weeks have not yet passed then there is nothing to worry about. Have you not received the return confirmation email from us after two weeks, kindly contact our customer service. In the meantime, make sure to pay for the kept item(s), plus the invoice fee and, if applicable, the shipping fee and the return fee.

Can I return items from different orders in the same package?

Yes, you can return items from different orders in the same return package. Just be sure, for each order, to include the part of the delivery note that contains the QR-code, and make sure the items from the different orders do not get mixed up. Also let our customer service know, so that we can make sure the return fee is only charged once.

Can I return sale items?

Absolutely! You have the same return rights for all items you order from us.


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