Returns Policy

If there is an issue with your Nel-Luxe product, or you’ve changed your mind, we operate a 14 day returns/exchange policy in which your item(s) can be refunded or exchanged for another size or style (with the exclusion of made to order products which are non-refundable and non-exchangeable).

 

Non – refundable and Non-Exchangeable items

  • Handmade to order items are non-refundable or exchangeable as they are made to order
  • Sale items are non-refundable or exchangeable unless they are faulty and we are notified of this within three days of delivery. 

 

Returns

Only items from our Ready to Ship collection are refundable so long as they meet the below criteria:
  • Returned within 14 days of receipt
  • Are unworn and in a resalable condition
  • Free from odour and dog hair
  • Returned in the original packaging to prevent damage caused in transit
Any orders that do not comply with all of the above specifications may not be eligible for refund.
 

 

How to Return:

In order to return an item, please email Nel-Luxe@hotmail.com
to request a return. We will need you to provide:
  • Order Number
  • Reason for return
  • Whether you would like a refund or exchange
 

Postage:

We do not cover costs of return postage and we will not be liable for any returned orders that are lost in the post. We recommend that you return your item(s) via a recorded service. Make sure you keep your receipt with your tracking number as we cannot offer refunds for items not received back to us and you will need to issue a claim with the mail carrier.
 

What happens next?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will confirm the status of your refund, either approved or rejected. All accepted returns will be issued back to the original payment method (excluding delivery charges). We aim to issue refunds within 2-3 working days from the date the order is received back to us and we will issue an email confirmation to you but please allow up to 5 working days for your bank to process the refund.
 

Exchanges

We understand that sometimes you may need to exchange an item, but we will only process an exchange for the same item value as the original order (excluding made to order items which are non refundable and non-exchangeable). If you would like to exchange an item, please send an email to Nel-Luxe@hotmail.com detailing:
  • Order Number
  • Reason for exchange
  • Product and size of exchange required
We will then review and get back to you regarding your exchange.
We do not cover the costs of return postage to us and we will not be liable for any returned orders that are lost in the post. We recommend that you return your item(s) via a recorded service. Make sure you keep your receipt with your tracking number as we cannot offer an exchange for items not received back to us and you will need to issue a claim with the mail carrier.
Additional postage for exchanged items to be issued to you from us, will not be required and will be covered by Nel-Luxe.