Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, 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.

To start a return, you can contact us at info@nellystore.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@nellystore.com.

Return & Warranty Policy

At our brand, we are committed to providing high-quality leather products. If for any reason you receive an item with a manufacturing defect, we are here to help.

Returns for Manufacturing Defects

Customers may request a return or exchange within 14-day of receiving the order if the product has a manufacturing defect.
To process the request, customers must contact our support team and provide clear photos showing the defect.

Returned items must be in their original condition, unused, and with all original packaging.

6-Month Warranty

All our bags are covered by a 6-month warranty starting from the delivery date.

The warranty covers manufacturing defects, including but not limited to:

  • Stitching defects

  • Faulty zippers or hardware

  • Structural defects in the bag

  • Defects in the leather material

If a defect covered by the warranty appears during this period, the product may be repaired or replaced, depending on the situation.

Warranty Exclusions

The warranty does not cover:

  • Damage caused by misuse or improper care

  • Normal wear and tear from regular use

  • Scratches, stains, or accidental damage

  • Any repairs or modifications made outside our company

Contact

For return requests or warranty claims, please contact our customer support team through our mail info@nellystore.com.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@nellystore.com.