- 3-8 work days (Mon-Fri)
- $22.99 shipping fee
- UPS delivery
Where is my Order?
Delivery time is 3-8 work days (Mon-Fri) from the day you receive handler confirmation. If you have not received your order within this time, you will receive a notice regarding the delay. It may be that your item has to be back-ordered or that it is just slightly delayed due to the high load Nelly.com/Nlyman.com is currently experiencing. If you have not received your order within 8 work days after (Mon-Fri) receiving a delivery update from us, we ask you to contact our customer service team so we can check what has happened.
Missing your order confirmation?
If you have not received your order confirmation shortly after you placed your order, it could mean that something has gone wrong with your purchase. Log in to My Page to see the status of your order. Go to "My Orders", search for the order and double check that everything looks okay.
I received an email saying that one or more items from my order are sold out. Will these be shipped later?
If you had the bad luck of items turning out to be sold out due to an incorrect stock balance, then unfortunately we will not be able to ship them to you when/if they are eventually restocked. We recommend you place a 'Size Monitor' on the item. You will be refunded for the cancelled items in the usual manner.
- $20 Express delivery fee for orders between 0-50 USD
- $15 Express delivery fee for orders between 50-100 USD
- $10 Express delivery fee for orders between 100-150 USD
- $5 Express delivery fee for orders above 150 USD
- Delivery within 2-6 working days
EXPRESS delivery is temporarily unavailable. We thank you for your understanding and hope to bring it back soon!
Customs and VAT
The prices on Nelly.com do not include local sales tax/VAT. These additional costs may be charged to you upon delivery.
Customers may be subject to additional charges in order to receive their package, depending on the destination. Such charges include Customs & Duty charges, VAT/local taxes, etc. These charges are not included in the price paid at checkout. Only the value of the item(s) and the delivery fee are paid at checkout, even though an estimate of said import charges may be provided for certain shipping destinations. Payment of these fees is the sole responsibility of the customer/buyer.
Customs and VAT
Depending on the parcel carrier, a notification email may be sent to the customer when additional charges have been calculated, prior to delivery. Such a notification will inform the customer of additional fees required. Alternatively, the customer may be contacted by phone. Only US orders under 800 USD and Australian orders under 1000 AUD (low-value orders) are eligible as Tax & Customs Free imports.
Once a parcel has entered the destination country, it will be held by Customs for clearance. During this time, import duties and tax fees (should they apply) will be calculated by the present authority. In case of forced Return-to-Sender due to unpaid additional fees, a nominative/penalty fee may apply on the sum refunded. If you require more information on this, please promptly contact our customer support team.
3Contact customer service
Common questions right now:
Where is my return?
In My pages you can track your return(only applies to members who are logged in). A return takes about 14 days to process, starting from the day you hand in the package to an agent. We will email you a confirmation as soon as the return is processed.
Do you want to change or delete your order?
You do not have the opportunity to change your order yourself after you have confirmed it. However, our customer service can change or remove goods from your order as long as it has not been processed by our warehouse. Contact us directly via chat and we have the best chance of being able to help you before the order has been locked for handling.
Are you waiting for your package?
You can find the tracking information in the delivery confirmation email!
You can also try searching for the answer to your question here.
Still have questions?
Send us an email