Refund policy

Last updated: 15 February 2026

At Nelo Little Luxe, we carefully inspect all items before dispatch. If you are not satisfied with your purchase, please review the policy below.

1. Your Right to Cancel (UK Customers)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods.

To exercise this right, you must notify us in writing at info@nelolittleluxe.com within 14 days of delivery.

You then have 14 days from notifying us to return the item.

To qualify for a refund:

  • Items must be unused and unworn

  • Items must be returned in original condition

  • All tags must remain attached

  • Items must be returned in original packaging

  • Proof of purchase is required

We reserve the right to refuse a refund if items show signs of wear, washing, damage, or alteration.

Return shipping costs are the responsibility of the customer unless the item is faulty.

We strongly recommend using a tracked service. We are not responsible for returns lost in transit.

2. International Returns

International customers may return items within 14 days of delivery.

Return shipping costs, customs charges, and duties are the responsibility of the customer.

Original shipping fees and customs duties are non refundable.

If an item is returned due to unpaid customs charges, any fees incurred will be deducted from your refund.

3. Faulty or Incorrect Items

If you receive a faulty or incorrect item, you must contact us within 48 hours of delivery at info@nelolittleluxe.com with:

  • Your order number

  • A clear description of the issue

  • Photographic evidence

If confirmed as faulty, we will offer a replacement or refund.

We reserve the right to inspect returned faulty items before issuing a refund.

Damage caused by normal wear and tear, misuse, or failure to follow care instructions will not be considered faulty.

4. Non Returnable Items

The following items are non returnable unless faulty:

  • Items worn, washed, or altered

  • Items without original tags or packaging

  • Gift cards

  • Sale, discounted, or promotional items

  • Items marked final sale

5. Refunds

Once we receive and inspect your return, we will notify you of the outcome.

If approved, refunds will be processed to the original payment method within 7 to 10 working days.

Please note:

  • Original shipping costs are non refundable unless the item is faulty

  • If an item is returned in a condition that reduces its value, we may deduct an appropriate amount from your refund

  • We do not refund return shipping costs unless legally required

6. Exchanges

We do not offer direct exchanges.

If you require a different size or item, please place a new order and return the original item following this policy.

7. Refused Deliveries

If an order is refused or not collected and returned to us, we will deduct the original shipping cost and any return charges from your refund.

8. Contact

All return requests must be made in writing before returning items.

Email: info@nelolittleluxe.com

Return address will be provided upon approval of your return request.