Placed an order expecting it within the 4-6 days as stated. 2 weeks later It’s failed to arrive and there are no tracking details. UPS advised to contact sender to make a claim but Nelly has been unre... See more
Company replied
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See what reviewers are saying
We needed to purchase a Nanit urgently after forgetting to pack our original Nanit while on holidays. The purchase was efficient and Jodene went above and beyond to get the product to us on the same d... See more
I had seen this clothing brand a couple of times online and decided to order from them. I placed my order on 1/10/2025 and received my package on 7/10/2025. Amazing clothing made from good fabric... See more
Company replied
I have sometimes had small problems with my orders such as a missing item or a part of a missing item. But the customer service is really great I have nothing to complain about. They are super attenti... See more
Company replied
Company details
Written by the company
Nelly.com är en av Nordens ledande e-handlare inom mode och accessoarer för unga kvinnor. Vi har ett maxat utbud med det allra senaste modet från de hetaste varumärkena, bland annat True Religion, One Teaspoon, Hunter, Adidas Originals, New Balance, Neo Noir, UGG, Hunkemöller, Levi's och från vårt egna Nelly-märke. In English: Nelly.com is one of the Nordic region’s leading online retailers of fashion and accessories for young women. We offer a wide selection featuring the latest trends from the hottest brands, including True Religion, One Teaspoon, Hunter, Adidas Originals, New Balance, Neo Noir, UGG, Hunkemöller, Levi's, as well as our own Nelly brand.
Contact info
Sweden
- www.nelly.com
4.1
Great
8K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
It is so frustrating that it is not…
It is so frustrating that it is not possible to get in contact with anyone only that robot, which cannot answer my question!!!
I cannot trace my delivery, and I ordered express delivery so it would be here quick. I have to use it tomorrow!!!!
7 December 2023
Unprompted review
Reply from Nelly
Hi Jeanet,
So sorry to hear about this. Please send an email to customerservice@nelly.com and we will of course help you further.
Have a great day!
/The Nelly team
Very very bad support
My order number is 1131834957. I got a information form UPS that my order has been shipped to incorrect address.
I tried contact to Nelly many times but I still did not get reply for my troubles. It is very very bad and I dont know how to get my order and if my order has been lost in transit. How to can get money back :(
30 November 2023
Unprompted review
Reply from Nelly
Hi,
I can see that you have sent in an email and we have answered it on the first of December. If you haven't received a reply, please make sure it hasn't ended up in the spam.
Have a great day!
/The Nelly team
Price went up 20% on Cyber Monday
Topp koster NOK 199 den 5.11.2023 and on cyber Monday the price tag is NOK 249. It’s on sale for 174 and thay say it is 30% off. Really it’s just 12.5%
The price went 20% before Cyber Monday.
27 November 2023
Unprompted review
Reply from Nelly
Hej Eyja,
Tack för din feedback, tråkigt att läsa att du hade en dålig upplevelse! Vi justerar självklart inte priserna inför en reaperiod och skulle vilja titta närmare vad som har skett. Du får gärna skicka ett mejl till customerservice@nelly.com med artikelnummer eller namn för den produkt det gäller, så kikar vi på detta och återkommer.
Tusen tack så länge!
/Nellyteamet
Website experience so bad
I have never seen an online shop that is so broken.
15 November 2023
Unprompted review
Reply from Nelly
Hi Mirre,
We'd love to know more about what you think and would therefore appreciate it if you would send an email to customerservice@nelly.com with your feedback.
Thanks in advance!
/The Nelly team
I had the greatest help from Pierre
I had the greatest help from Pierre! 10/10 for his excellent, helpful and out of this world fast service!
19 October 2023
Unprompted review
Reply from Nelly
Hi Sofia,
Thank you so much for taking the time to share your experience with us, we really appreciate it ❤
Have a lovely day!
/The Nelly team
quick response and nice customer…
quick response and nice customer service employees
3 October 2023
Unprompted review
Reply from Nelly
Hi!
Thank you for your nice review! We really appreciate that.
Have a nice day!
/Nellyteamet
Customor service were sooo helpful and…
Customor service were sooo helpful and patient with me...and friendly😇🙏Thank you Pierre..Philip...
25 September 2023
Unprompted review
Reply from Nelly
Hi Susanna,
Thank you so much for taking the time to share your experience with us, we really appreciate it ❤
Have a great day!
/The Nelly team
Amazing customer service
Amazing customer service! They replied super quickly and helped me resolve my issue 😁 thanks again Pierre!
25 September 2023
Unprompted review
Reply from Nelly
Hi Laura,
Thank you so much for taking the time to share your experience with us, we really appreciate it ❤
Have a great day!
/The Nelly team
Failed to deliver…
Placed an order expecting it within the 4-6 days as stated. 2 weeks later It’s failed to arrive and there are no tracking details. UPS advised to contact sender to make a claim but Nelly has been unresponsive just one email from them saying the would investigate and nothing since after subsequent emails and instagram message. First time using site. Not conducive to good customer service.
5 July 2023
Unprompted review
Reply from Nelly
Hi Rachel,
So sorry to hear about this. Please send an email to customerservice@nelly.com so that we can take a closer look at this and help you further.
Thanks in advance!
/The Nelly team
The customer service is amazing!
The customer service is amazing!! Super fast reply and great help.
30 June 2023
Unprompted review
Reply from Nelly
Hi Pauline,
Thank you so much for taking the time to share your experience with us, we really appreciate it ❤
Have a lovely day!
/The Nelly team
Extreme high return fees
Ordered a cute dress, but upon arrival the fabric felt cheap and was see through. So I wanted to return the item, but was confronted with a return fee of €9,95?!?!?!?! That’s ridiculous. Only if I ordered something else within 24h, I didn’t have to pay for the return fee. I felt taken hostage because I had to order something else. I did though because I refuse to pay 1/3e value of the dress on return fees.
This was my last time ever shopping at Nelly, i’m very disappointed. This is extortion and not a nice shopping experience.
I’m still waiting on the money from my returned dress, lets pray they haven’t forgotten.
12 June 2023
Unprompted review
Reply from Nelly
Hi Laura,
I tried to find your message in our mailbox so that I would be able to help you more quickly, but unfortunately I couldn’t find anything. Please send an email to customerservice@nelly.com - and we will help you ASAP!
Have a great day!
/The Nelly team
Poorly refund policies
First make you pay for shipping, even when a order is not small (50 euro) okay fine i pay the shipping.
Then some of the items i recieved does not look similar to the picture, okay no worries, I will return them.
Then apparently return is 10 euros (was not listed when i made my order)
So now, my return consist of around three euros. I could just as well have kept the items i did not like, and give dem away.
20 June 2023
Unprompted review
Reply from Nelly
Hi Frida,
Sorry to hear that you feel this way! All information about extra fees that are added can of course be found in our general terms and conditions. You approve these when you make a purchase with us.
If something is wrong with your order and the return fee should not be added, we can of course look into your matter. Please send an email to customerservice@nelly.com and we will help you further.
Thanks in advance!
/The Nelly team
Reclamation
I never order clothes from anywhere else than from nelly and I just love nelly.com items. This time I received a pair of shoes which happened to be bad quality so I made a reclamation. The reclamation process was easy and fast, thank you for kind service! Happy to keep ordering from nelly.com💕
15 June 2023
Unprompted review
Reply from Nelly
Hi Sonja,
Thank you so much for taking the time to share your experience with us, we really appreciate it ❤
Have a lovely day!
/The Nelly team
10/10
Got an unbelievable deal on a glitch, which i'm sure Nelly profits nothing from. But they honored the transaction anyway and the shipment got to my door overnight! I'm super impressed and happy with the experience and recommending the site to everyone I know because they really deserve this!
25 April 2023
Unprompted review
Reply from Nelly
Hi,
Thank you so much for taking the time to share your experience with us, we really appreciate it ❤
Have a lovely day!
/The Nelly team
The customer support was very friendly…
The customer support was very friendly and helpful, they helped me get a discount that I didn’t get in my order. They also responded super fast and promised me the refund in 5 days. I’m very grateful❤️
19 April 2023
Unprompted review
Reply from Nelly
Hi Ronja,
Thank you so much for taking the time to share your experience with us, we really appreciate it ❤
Have a lovely day!
/The Nelly team
The customer service was so friendly…
The customer service was so friendly and helpful.
20 April 2023
Unprompted review
Reply from Nelly
Hi Milla,
Thank you so much for your review ❤
Have a lovely day!
/The Nelly team
Return problem
Just a shame that Nelly does not offer customer care in finnish anymore. It taked much longer time to solved my problem because agent did not spoke finnish.
6 April 2023
Unprompted review
Reply from Nelly
Hi Henna,
Thank you so much for your review and your feedback regarding this ❤
Have a lovely day!
/The Nelly team
Nelly is a good and nice clothes…
Nelly is a good and nice clothes store!!
The delivery was very fast and the customer service is so efficient and helpful.
Thank you so much
17 March 2023
Unprompted review
Reply from Nelly
Hi Sokhna!
Thanks for your review! We really appreciate you taking the time to write about the positive experience you had with us 😍
Have a lovely day!
♥ The Nelly Team
Great Service
Very quick service. My goods were unfortunately returned before delivery, but when I reordered them, they came to me fast and Nelly was quick to give me a refund on the shipping cost.
Most helpful customer service and I love my products.
6 February 2023
Unprompted review
Reply from Nelly
Hi Bea!
Thanks for your review! We really appreciate you taking the time to write about the positive experience you had with us 😍
Have a lovely day!
♥ The Nelly Team
stole my money
I sent them back an article and they have Not refund my money and I really need it. They do not reply to messages and their site doesn’t work. Really upset. Not fair from their part…..
3 January 2023
Unprompted review
Reply from Nelly
Hi Claudia,
I tried to find your message in our mailbox so that I would be able to help you more quickly, but unfortunately I couldn’t find anything. Please send an email to customerservice@nelly.com - and we will help you ASAP!
Have a great day!
♥ The Nelly Team
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