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What do you need help with?

Frequently asked questions

  • 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.

  • I didn't get a return label

    We don't provide a return label, but you can send your return package through a carrier of your choice. This is our return address:

    Nelly.com
    Bergkantsgatan 6, gate 2-6
    506 49 Borås
    Sweden

    You'll also need a commercial invoice. Read more here.

  • When do I get my money back if I return something?

    Depending on the carrier you chose for the return shipment, it can take up to 14-21 days before the money shows up on your account, from the date you sent the package. You’ll get a return confirmation in your inbox when we’ve processed your return.

    • Card payment: 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.

    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.

I didn't get a return label

We don't provide a return label, but you can send your return package through a carrier of your choice. This is our return address:

Nelly.com
Bergkantsgatan 6, gate 2-6
506 49 Borås
Sweden

You'll also need a commercial invoice. Read more here.

When do I get my money back if I return something?

Depending on the carrier you chose for the return shipment, it can take up to 14-21 days before the money shows up on your account, from the date you sent the package. You’ll get a return confirmation in your inbox when we’ve processed your return.

  • Card payment: 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.

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.