Most orders are dispatched within 24 hours during Mon-Fri - subject to payment and stock availability. Please allow 48 hours during weekends/holidays. If any products are out of stock, we will notify you as soon as possible by email and/or phone call.
Postage and packing charges are as follows:
If your order is to be dispatched to a destination outside the European Union, you will be responsible for any customs or import duties levied once the package reaches your destination country. Nellie-Jane will not be responsible for these charges.
All deliveries require a signature. If you are not available to receive the parcel the courier will automatically redeliver on the next working day. If delivery is attempted and a delivery card is left and you fail to claim the parcel from the local depot or post office, we cannot refund you until the products have been returned to us. However, if you would still like the products delivered, we will re-dispatch the parcel once it has been returned to us, but there will be an additional charge for re-posting.
We must be informed of parcels not arriving as soon as possible, for the UK it must be within 16 working days from the date of despatch. For international destinations we must be informed within 35 days. Failure to do this can affect our ability to trace the parcel and issue any refund due. Refunds or replacements will only be issued after 16 working days in the UK or 35 working days for international parcels, and only if the parcel is deemed lost in transit by the relevant delivery company.
Every item sold through www.nellie-jane.com is thoroughly checked for faults before it is sent to our customer, however, if the product is damaged or items are missing from your order on receipt, we must be informed as soon as possible.
We always strive to provide the best service, but sometimes we can make mistakes. Please feel free to contact us on firstname.lastname@example.org and inform us of any damaged, faulty or missing products from your order.
If you report the problem to us under this Condition, our only obligation will be either:
Goods are classified as faulty if they are received damaged or where a manufacturing fault occurs. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.
We will not be liable to you for any indirect or consequential loss, damage or expenses howsoever arising out of any problem you notify to us under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the Products in question in accordance with these Conditions.
Should you wish to return/exchange an order you must notify us within 7 days of receiving the order by emailing email@example.com quoting your name and order number. Clearly explain why you would like to return/exchange your item(s) and if an item is faulty, please provide us with full details and images where necessary.
Your item(s) should be returned with your original invoice/receipt within 14 days of receiving the order and ensure that the item is posted back in appropriate packaging to ensure the items do not get damaged in transit. We strongly advise that you use a signed for postal service/courier to return the item as we are unable to refund for any orders which get lost in the post, and that you keep your proof of posting documents until we confirm that we have received the item. Returns outside these timeframes may be accepted at the discretion of Nellie-Jane and may only be offered as a credit voucher.
Once the item has been approved for return and received by us, we will exchange and/or refund the original payment debit/credit card for the sum paid minus postage costs.
All refunds and exchanges for goods purchased via our website or by telephone must ONLY be made by post/courier.
Please send all returns to:
WEBSITE ORDER RETURNS
All items must be returned in a new, clean and unused/unworn condition with the original product/garment tags still attached.
All full priced products may be returned in new, unworn and unused condition with original product/ garment tags still attached. If you have requested a refund, and it has been received and approved, we will credit the original payment card for the sum paid within 15 working days.
All unwanted goods purchased at sale/discounted items we are unable to offer a refund, however we are happy to exchange the item(s) for another sale/discounted item for the same purchase value or more provided they are in perfect condition and represented on the original receipt.
If you would like an exchange for a different size or an alternative item, once we have received the item(s) we will contact you to process the exchange.
Postage costs at the current rates will be charged for all exchanges returned to customer.