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Can I cancel my order?

Yes but unfortunately we are not able to cancel an order once it has been shipped out.

I put the wrong address on my order, what should I do?

Please be careful when entering your shipping address, Nelly's Cosmetics will not be responsible for orders sent to the incorrect delivery address provided by the customer, but if you do contact us before it is shipped out you will have the option to give your correct address.

I have not received my order confirmation, what should I do?

Order confirmations will not be shipped out via email, ONLY text. You will however get a shipping confirmation via email + text.

How can I check the status of my order?

Please log in to your account to check the status of your order. If you do not have an account, please refer to your shipping confirmation email to track your order. There will sooner or later be an app where you can track your shipping.

How can I track my package?

Once your order has been fulfilled, you will receive an email from us with your tracking information. You can track the progress of your order directly on your Nelly's Cosmetics tracking page.

My package seems to have stopped moving.

If your package stops moving at any point, do not freak out! It is still on its way to you and is likely just clearing customs. Most of the time, there may be delays due to customs or weather events. If this happens, your tracking page will be updated with the latest shipping status.

For shipments to Canada or Australia,  if you have a shipping related question you can reach out via your tracking page (‘Need Help’ button) or via email at info@nellyscosmetics.com

Do you offer returns?

We are unable to offer refunds, returns, or exchanges. All sales are final. Please note, Nelly's Cosmetics reserves the right to refuse all returns, reshipments and refunds. 

In the unlikely event that a product arrived damaged, the customer must contact customer service within 48 hours of receipt. Customer must include photos of the issue and a screenshot of your order confirmation email. 

Do you offer exchanges?

Unfortunately, we are unable to process exchanges at this time. 

I refused my delivery, where is my refund?

Refused delivery will incur a $10 restocking fee and outbound shipping will not be refunded. Please allow up to 7 business days for your refund to appear once we processed the return. PLEASE BE ADVISED THAT REFUSED OR UNCLAIMED INTERNATIONAL ORDERS WILL NOT BE REFUNDED.

My items arrived damaged, what should I do?

Please contact us immediately, within 48 hours receiving the order, at info@nellyscosmetics.com. Please provide us with your order number and multiple photos of the damaged product/s.

I received incorrect items in my order, what should I do?

Please contact info@nellyscosmetics.com within 48 hours receiving the order, so that we can take care of this for you. Please provide us with your order number along with a photo of the incorrect item you received.

Customer Care

 

Payment Methods

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Credit / Debit Cards  - PAYPAL - Applepay