Return Policy

Returns

We accept returns within 14 days of delivery. To be eligible, items must be unworn, unwashed, and in their original condition and packaging, with all tags attached. Pre-order items follow the same policy, with the 14-day window beginning upon delivery.

To initiate a return, please visit our Returns Portal. Once approved, you will receive a prepaid return label and instructions by email. Returns sent without prior approval cannot be accepted. To check the status of an existing return, please visit Return Status.

 

Sale & Non-Returnable Items

Sale items are eligible for exchange or store credit only, unless marked final sale. Final sale items, gift cards, and made-to-order, personalized, or altered pieces are not eligible for return or exchange.

 

Refunds

Once we receive and inspect your return, we’ll let you know if it’s approved. Approved refunds are issued to your original payment method within 10 business days.

Please allow a few extra days for your bank to process the refund. If more than 15 business days have passed since approval, please contact us at hello@nelleatelier.com. 

 

Restocking Fee

Refunds to your original payment method include a $9.99 restocking fee, which covers return shipping. No restocking fee applies to exchanges, store credit, or orders placed with Route package protection.

 

Exchanges

We offer instant exchanges through our Returns Portal, so your new item ships before we receive your return. To make this possible, a temporary hold for the full amount of the new item is placed on your card. The hold is released once your return is received in its original condition.

 

Damages & Issues

Please inspect your order upon arrival. If an item is damaged, defective, or incorrect, please contact us right away so we can make it right. 

 

Questions?

We’re always happy to help at hello@nelleatelier.com.