Refund policy

Returns & refunds

We'd love to help you choose the right garment – and minimise returns – please just get in touch on info@nielanell.com if you’d like any information or help shopping online.

RETURNS POLICY

a. If you cancel before the dispatch of any goods your money will be refunded and the goods will not be delivered.

b. We will offer a refund or exchange on an undamaged item if you notify us that you wish to return it within 14 days of it being received by you. You must then return the item to us within 14 days of notifying us. Refunds will be made to the credit or debit card used to purchase the item(s) via the payment processing provider in accordance with these terms and conditions. The refund will be made within 14 days of us receiving the returned item.

c. If you return an item to us because it is faulty, we will include with your refund the postage that you were charged when purchasing the item, and the postage you paid when returning the item to us (this does not affect your statutory rights). Any problems with any part of an order must be reported to us within 14 days of receipt. We are the sole arbiters in deciding whether goods are faulty.  Please e-mail info@nielanell.com and we will contact you in regarding the fault and how to return the goods.

d. If you are returning an item because it is unsuitable, we shall only refund the cost of the returned item, and you will be fully liable for the postage paid when returning the item to us and when purchasing the item.

e. International customers: if an unsuitable item is returned to us you will be fully liable for: postage costs as above in section d.; any charges that we incur if your parcel is refused or returned to us with duties or taxes payable. This may mean that, after deductions, you are refunded less than the cost of the returned item. If the item you have received is faulty then, in line with our general returns policy, we will refund outward and inward postage in addition to the cost of the item itself.

f. All items being returned in accordance with this clause must be safely and securely packaged to avoid damage in transit. We shall not accept an item for refund if it has been damaged in transit or otherwise.

g. We advise that when you are returning items to us to use tracked postage, requiring a signature as we are unable to refund items which are lost in the post. All goods shall remain your responsibility until we receive them.

h. Special offers: items bought at 10% discount will be returnable under the same policy as items sold at RRP, as detailed above. If you have purchased a piece at a larger discount from our Uncan sale then exchanges only are available.