We hope you love what you purchase from Shop Nelly, but we understand that things do happen!
Our return policy lasts 14 days. If 14 days have gone by since receiving your purchase, unfortunately, we cannot offer you a refund or exchange. All returns are eligible for store credit only effective March 2022.
To be eligible for a return, your item but be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we do require a receipt or proof of purchase.
WHAT ITEMS ARE NON-RETURNABLE?
A few types of goods are exempt from being returned such as any sale items, intimates, swimsuits, and bodysuits. Additional non-returnable items include gift cards. Only regular priced items may be refunded, unfortunately, sale items cannot be refunded as they are final sale.
There are certain situations where only partial credit is granted if applicable. Read below to see the situations where we may only be able to offer you partial credit:
If any item is not in its original condition, if the item is damaged or missing parts for reasons not due to our error, or if the item is returned more than 14 days after delivery.
Once your return is received and checked in, we will send you an email to notify you that we have received your returned item. At this point in time, we will also notify you of the approval or rejection of your refund. If your return is approved, you will be sent an e-gift card for the value of the item + any shipping that was paid for on your original order. If your return is not approved, we will notify you via email with the reasoning: typically the only reasoning for rejection is if the item has been worn with stains or tags missing. We will not reject your return if the package is returned as listed in our return policy.
What if I need to exchange for a different size?
We will gladly swap out an item for another size if needed! Exchanges are based on product availability, send an email to firstname.lastname@example.org to see if the size you are looking to exchange is still in stock.
What if I want to exchange for store credit because I can't wait to shop all the new items coming in?
You got it! Send us an email to email@example.com and we will move forward with you from there!
SHIPPING BACK RETURNS/EXCHANGES
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs on your original purchase will be refunded + the price of the product(s).
To return or exchange your product, please mail it back to: 8604 S 102nd St, Lavista, NE 68128. Please do not send returns to the HQ as we have no mailbox.
If you are shipping an item over $75, we highly recommend considering using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned items.
If you are from the Omaha area, you can dodge the shipping fee on returns or exchanges by dropping it off at 6277 S 118th St during our open shop hours. Please give us a heads up that so that we can keep a look out for its arrival.
Shop Nelly is not responsible for packages lost in transit. Once the package leaves our hands and is in the hands of the carrier, it is out of our control. If you think your package has been lost, we recommend filing a claim with the carrier to receive your shipping insurance if you chose a delivery option with insurance.