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.
Can't find your order, or did you place your order without an account? Then you can register your return in the Return Center. Just enter you email address and order number. If that's not working either, then contact us here and we'll help you out!
- Sign in on your account.
- Under My Pages, click on My Orders.
- Click on the order you want to return and then click on Register a return to get started.
- Choose the item(s) you want to return. Make sure you select all the items you want to return before moving on to the next step, so that you don’t register multiple returns on the same order.
- Choose a return reason for each item.
- Click the confirm button to complete the return registration.
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.
How you send the return package depends on where you live. Choose your country below to see the instructions.
| Country | |
|---|---|
| Germany |
Pack the items and attach the return labelYou 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. Print off the return label and stick it to the package. Make sure to stick the new return label over the old one so that it's covered completely! Send your packageBring the package to a DHL point. You can find one near you on DHL's website. Don’t forget to save your receipt until you get the return confirmation email from us. |
| Austria |
Pack the items and attach the return labelYou 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. Print off the return label and stick it to the package. Make sure to stick the new return label over the old one so that it's covered completely! Send your packageBring the package to a DHL point. You can find one near you on DHL's website. Don’t forget to save your receipt until you get the return confirmation email from us. |
| The Netherlands |
Pack the items and attach the return labelYou 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. Print off the return label and stick it to the package. Make sure to stick the new return label over the old one so that it's covered completely! Send your packageBring the package to a DHL point. You can find one near you on DHL's website. Don’t forget to save your receipt until you get the return confirmation email from us. |
| Belgium |
Pack the items and attach the return labelYou 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. Print off the return label and stick it to the package. Make sure to stick the new return label over the old one so that it's covered completely! Send your packageBring the package to a DHL point. You can find one near you on DHL's website. Don’t forget to save your receipt until you get the return confirmation email from us. |
| Poland |
Pack the items and attach the return labelYou 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. Print off the return label and stick it to the package. Make sure to stick the new return label over the old one so that it's covered completely! Send your packageBring the package to a DHL point. You can find one near you on DHL's website. Don’t forget to save your receipt until you get the return confirmation email from us. |
| France |
Pack the items and attach the return labelYou 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. Print off the return label and stick it to the package. Make sure to stick the new return label over the old one so that it's covered completely! Send the packageBring the package to a UPS point. You can find one near you on the UPS website. Don’t forget to save your receipt until you get the return confirmation email from us. |
| Rest of EU |
Pack the items and attach the return labelYou 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. Print off the return label and stick it to the package. Make sure to stick the new return label over the old one so that it's covered completely! Send the packageBring the package to a UPS point. You can find one near you on the UPS website. Don’t forget to save your receipt until you get the return confirmation email from us. |
| United Kingdom |
Pack the items and print out the commercial invoiceYou 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 UPS with three copies of the commercial invoice. Don’t put them inside the package; hand them over to UPS when you send the return package. Attach the return label and send your packagePrint off the return label and stick it to the package. Make sure to stick the new return label over the old one so that it's covered completely! Then bring the package to a UPS point. You can find one near you on the UPS website. Don’t forget to save your receipt until you get the return confirmation email from us. |
| Switzerland |
Pack the items and get a commercial invoiceYou 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 packageYou 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 Don’t forget to save your receipt until you get the return confirmation email from us. As the sender of the package, it is your responsibility the package arrives safely at our warehouse. Please keep a close eye on the tracking page, and contact the carrier if there are any complications. |
We'll send you a confirmation email as soon as we have received and processed the return, and start your refund at that time. This can take up to 2-3 weeks. You can read more about this here.