Return & Refund Policy – Nelie

30-Day Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To start a return, simply contact us at support@nelie.co.uk.
Returns should be sent to the following address:

R. Osvaldo do Santos Soares, 305 - Balneário Mogiano
Bertioga - SP, 11250-000
Brazil

If your return is approved, we’ll send you a return shipping label along with detailed instructions on how and where to send your package.
Please note: Items sent back without first requesting a return will not be accepted.

You can always reach out to us at support@nelie.co.uk for any questions about returns.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item. We’ll evaluate the issue and work to make it right as quickly as possible.

Exceptions / Non-returnable Items

Certain types of items cannot be returned, such as:

• Perishable goods (like food, flowers, or plants)

• Custom products (special orders or personalised items)

• Personal care goods (like beauty products)

• Hazardous materials, flammable liquids, or gases

Unfortunately, we also cannot accept returns on sale items or gift cards.

If you’re unsure whether your item is eligible, please get in touch with us.

Exchanges

The fastest way to get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without needing to justify it.

To be eligible, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

Once we’ve received and inspected your return, we’ll let you know whether the refund has been approved. If approved, you’ll be automatically refunded to your original payment method within 10 business days.

Please remember it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return and you haven’t received your refund, please contact us at support@nelie.co.uk.