Refund policy

Returns

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

Due to Covid-19, we are not accepting returns.

The items that cannot be returned are Final Sale. Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. We also do not accept undergarments.

Additional non-returnable items:
Face Masks
Lingerie
Artesanias (Mexican Handcrafts)
Perfumes
Downloadable software products
Some health and personal care items

 

Please do not send your purchase back to the manufacturer.

Sale items 
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges 
We do not replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@nellynay.com

 

Shipping
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Please allow between 8-15 days for your order to arrive. Shipping time may also depend due to our different suppliers or the location of the shipping address. If more than 30 days have passed please email us at info@nellynay.com to review the status of your order.

Refunds will be handled through email if necessary. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Lost Packages:

If your order is over $75, you should consider purchasing shipping insurance. We are not responsible for lost packages.