What is the status of my order?
Once your order is placed, we will send you a confirmation email so you can track its status.
When your order is shipped, another email will be sent with confirmation of the estimated delivery date and a tracking link (if the shipping method allows it).
Additionally, you can track the status of your order in the "Track my order" section on our website.
Can I modify my order?
We can only make changes to orders that have not yet been processed for shipping.
Once an order is marked as "Ready to ship", "Shipped", or "Delivered", no modifications can be accepted.
To request changes, please contact our customer service at: Support@nelloty.com.
Where do you deliver?
We currently deliver worldwide.
How long does it take to ship my order?
Once your order is placed, it typically takes 2 to 3 days to process and ship.
Standard delivery times for countries covered by our shipping partners are 10 to 14 business days.
2. Payment
What payment methods do you accept?
You can make your purchases on our website using a credit or debit card.
We also accept Shop Pay, Apple Pay, and Google Pay.
These options are available at checkout.
In which currency will I be charged?
We currently accept the following currencies for local billing: USD, CAD, and EUR.
If your credit or debit card uses a different currency, the amount will be converted to USD, CAD, or EUR, depending on the site you're on. Your bank will apply the corresponding exchange rate.
3. Shipping
Where do you deliver?
We deliver worldwide.
How long does it take to ship my order?
Once your order is placed, it is generally processed and shipped within 24 to 48 hours.
Standard delivery times for countries covered by our shipping partners are 10 to 14 business days.
How can I track my package?
Once your order is placed, we will send you a confirmation email to track its status.
When your order is shipped, another email will be sent with confirmation of the estimated delivery date and a tracking link (if the shipping method allows it).
Additionally, you can track the status of your order in the "Track my order" section on our website.
What happens if I am not at home?
If you are absent, a second delivery attempt will be made the next day, or the carrier will contact you to arrange a new delivery date, depending on the country and shipping method.
If delivery fails, you may need to pick up the package from your local post office.
4. Returns
Do you accept returns?
We accept returns under the following conditions:
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The item must have been purchased through our online store.
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The item must not have been used.
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The return or exchange request must be made within 30 days of delivery.
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The item must be returned within 14 days of the return or exchange request.
To request a refund, please contact our support team at: Support@nelloty.com.
Can I exchange an item?
We accept exchanges under the same conditions as returns.
To request an exchange, specify that you wish to exchange the item when preparing the return with our customer service.
How long does it take to process a return?
Returns are confirmed within 14 days of receiving them at our warehouse.
Once the return is accepted, the refund, exchange, or credit will be processed within 14 days.
5. Other Questions
Do you have physical stores?
We currently do not have any physical stores under our brand.
Do you offer a warranty?
We guarantee that all products manufactured and sold through our online store are free from defects.
We are happy to accept any return or replacement requests for a defective item, subject to the following conditions:
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The item must have been purchased through our online store.
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The item must not have been used.
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The return or exchange request must be made within 30 days of delivery.
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The item must be returned within 14 days of the return or exchange request.