Our Returns Policy
While we hope you love your Nell piece, returns on full-price items are available for refund within 30 days of receipt. We accept returns on all full-priced products in their original condition, unworn and unused. Returns meeting these conditions will be issued a full refund (excluding shipping costs) to the original form of payment. Please note that sale items are final sale. If you would like to make a return, please contact us at support@nellthebrand.com. Our team will do our best to respond within one business day.
My piece arrived broken, what should I do?
If your piece arrives broken or breaks within 30 days of ordering, please email us with images at support@nellthebrand.com. Depending on the damage, Nell will either repair the piece or send you a new piece, free of charge. All associated shipping charges are the responsibility of the customer. Damaged products will not be accepted after 365 days of its original order date.
Does Nell allow for exchanges?
Yes! Nell gladly accepts exchanges on eligible items within 30 days of delivery, as long as they are unworn, unused, and in their original condition. If you need to exchange the same item, send us an email at support@nellthebrand.com. Note that gift cards and final sale pieces cannot be exchanged. Should you wish to exchange, you will be responsible for the shipping costs for returning your item, and shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, times may vary. If you are shipping an item over $75, we recommend using a trackable shipping service or purchasing shipping insurance, as it’s not guaranteed that
we will receive your returned item.
What if my refund is late or missing?
If you have requested a refund but have not received one, first check your bank account. Next contact your credit card company. Note that there is often some processing time before a refund is officially posted (3-5 business days). If you’ve done all of this and you still have not received your refund yet, please contact us at support@nellthebrand.com.
