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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.

  • How do I return something?

    You have 14 days to decide if you want to keep the products, from the date you received the package. The products must be shipped back in good condition and well-packaged. For more information about your right of return, see our General Terms & Conditions here.

     

    Register your return online

    It's important that you register your return online under "My Pages" so the return process and refund will be as quick and smooth as possible. If you want, you can also use our return slip which you can download here.

    Sign in on your account. Under My Pages, click on Make a return. Then go to Register return to get started. There will be instructions that you can follow all the way.

    Can't find your order, or did you place your order without an account? Then you can register your return here. Enter your email address and order number. If that's not working either, then just contact us here and we'll help you out!

    You will receive a commercial invoice when the registration is complete.

    If you decided to order new items, then you need to go to the checkout to complete your new purchase after you're done registering your return.

     

    Pack the items and get a commercial invoice

    You can use the original packaging for the return. If you no longer have the original packaging, then of course you can use something else, as long is it's sturdy.

    In order for the return package to get through customs, you’ll need to provide the carrier with three copies of commercial invoice. Hand them over to the carrier when you send the package. Don’t put them inside the package; hand them over to the carrier when you send the return package.

     

    Send your package

    You can send the package through a postal service of your choosing. As the customer, you are responsible for the return costs. Remember to ask for proof of postage and, if possible, a tracking number. It’s also a good idea to mark your parcel as "Returned Goods", and don't forget to hand over the commercial invoice. Send your package to this address:
    Nelly.com
    Bergkantsgatan 6, gate 2-6
    506 49 Borås
    Sweden

    Don’t forget to save your receipt until you get the return confirmation email from us.

  • 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.
    • 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.

How do I return something?

You have 14 days to decide if you want to keep the products, from the date you received the package. The products must be shipped back in good condition and well-packaged. For more information about your right of return, see our General Terms & Conditions here.

 

Register your return online

It's important that you register your return online under "My Pages" so the return process and refund will be as quick and smooth as possible. If you want, you can also use our return slip which you can download here.

Sign in on your account. Under My Pages, click on Make a return. Then go to Register return to get started. There will be instructions that you can follow all the way.

Can't find your order, or did you place your order without an account? Then you can register your return here. Enter your email address and order number. If that's not working either, then just contact us here and we'll help you out!

You will receive a commercial invoice when the registration is complete.

If you decided to order new items, then you need to go to the checkout to complete your new purchase after you're done registering your return.

 

Pack the items and get a commercial invoice

You can use the original packaging for the return. If you no longer have the original packaging, then of course you can use something else, as long is it's sturdy.

In order for the return package to get through customs, you’ll need to provide the carrier with three copies of commercial invoice. Hand them over to the carrier when you send the package. Don’t put them inside the package; hand them over to the carrier when you send the return package.

 

Send your package

You can send the package through a postal service of your choosing. As the customer, you are responsible for the return costs. Remember to ask for proof of postage and, if possible, a tracking number. It’s also a good idea to mark your parcel as "Returned Goods", and don't forget to hand over the commercial invoice. Send your package to this address:
Nelly.com
Bergkantsgatan 6, gate 2-6
506 49 Borås
Sweden

Don’t forget to save your receipt until you get the return confirmation email from us.

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.
  • 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.