What do you need help with?
Frequently asked questions
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Where is my order?
You can track your order by using the link in the dispatch confirmation email. You can also use the tracking number to track your package on the UPS website.
Haven't received the dispatch confirmation? That means your order hasn't been shipped yet. It can take a day or two after you placed your order before the package is shipped.
Psst! Because of Brexit, there is a possibility that your order gets stuck in customs. No worries though, usually packages will be delivered after a few days’ delay. But if your package gets stuck for more than a week, let us know here, and we’ll help you out!
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How long can I return things?
Something that didn’t fit? Then you have 14 days to make a return (from the day you received your order). All you need to do is register your return on My page and send it back to us within 14 days – simple as that!
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When do I get my money back if I return something?
From the day you sent the package, it can take up to 14-21 days before the money shows up on your account. You’ll get a return confirmation in your inbox when we’ve processed your return.
- Card payment/Paypal: the refund is made within 1-5 working days (after you got your return confirmation) to the same account that was used for payment.
- Gift card: the refund is made to the same gift card you used when you ordered, within 1-3 days after you received the return confirmation. Don’t have your code? We got your back! Get in touch with customer service and we’ll help you out.
- NLY Points: will be refunded to your customer account within 1-3 days (after you got the return confirmation).
To get your money back, your return must be approved. The items must be sent back within 14 days, in their original state and (if reasonably possible) in their original packaging with the tags attached. So, like box fresh!
The shipping fee is only refunded if you don’t keep anything and return all the items in your order.
Where is my order?
You can track your order by using the link in the dispatch confirmation email. You can also use the tracking number to track your package on the UPS website.
Haven't received the dispatch confirmation? That means your order hasn't been shipped yet. It can take a day or two after you placed your order before the package is shipped.
Psst! Because of Brexit, there is a possibility that your order gets stuck in customs. No worries though, usually packages will be delivered after a few days’ delay. But if your package gets stuck for more than a week, let us know here, and we’ll help you out!
How long can I return things?
Something that didn’t fit? Then you have 14 days to make a return (from the day you received your order). All you need to do is register your return on My page and send it back to us within 14 days – simple as that!
When do I get my money back if I return something?
From the day you sent the package, it can take up to 14-21 days before the money shows up on your account. You’ll get a return confirmation in your inbox when we’ve processed your return.
- Card payment/Paypal: the refund is made within 1-5 working days (after you got your return confirmation) to the same account that was used for payment.
- Gift card: the refund is made to the same gift card you used when you ordered, within 1-3 days after you received the return confirmation. Don’t have your code? We got your back! Get in touch with customer service and we’ll help you out.
- NLY Points: will be refunded to your customer account within 1-3 days (after you got the return confirmation).
To get your money back, your return must be approved. The items must be sent back within 14 days, in their original state and (if reasonably possible) in their original packaging with the tags attached. So, like box fresh!
The shipping fee is only refunded if you don’t keep anything and return all the items in your order.