At Nella, we want you to be completely satisfied with your purchase. If something isn't right, our Online Team is here to help. Please review the terms below before initiating a return or exchange.
This policy applies to online purchases only. Items purchased in-store are subject to the return policy of the location where they were purchased.
How to Start a Return or Exchange
All returns and exchanges must be authorized by our Online Team before any item is sent back. Items returned without prior authorization cannot be accepted or processed.
To begin, please follow these steps:
- Email us at help@nellaonline.com with your order number and the item(s) you wish to return or exchange.
- Our Online Team will review your order and confirm the applicable terms, including eligibility, any restocking fee, and return shipping.
- Once you approve the terms, we will issue you a Return Authorization (RMA) number.
- Return the item with your RMA number clearly referenced. Returns received without a valid RMA number cannot be processed.
Eligibility
Regularly stocked items are eligible for return or exchange when you notify us within 30 days of receiving your order, provided the item is unused and in its original packaging.
Original shipping charges are non-refundable and will be deducted from your refund. Customers are responsible for all return shipping costs, including any applicable brokerage fees, duties, and taxes.
Non-Returnable Items
For the reasons noted, the following items are final sale and cannot be returned or exchanged:
- Customized and special-order items
- Products shipped directly from the manufacturer or supplier
- Scratch & dent, demo, and previously used items
- Hygiene and personal protective items (such as face masks and face shields), for health and safety reasons
Restocking Fees
A restocking fee applies to eligible returns and is deducted from your refund. The fee is determined by your shipping address type:
- Commercial address: 20% of the item price
- Residential address: 30% of the item price
Restocking fees help offset the cost of inspecting and restocking returned merchandise. No restocking fee applies to defective items or to returns resulting from a Nella error, such as an incorrect or damaged item.
Defective Merchandise
If your shipment arrives visibly damaged, we recommend that you refuse the delivery and do not sign for it. Refusing a damaged shipment returns it to us directly and is the fastest way to arrange a replacement. If you have already accepted the delivery, or if the damage is discovered after opening, please contact us at help@nellaonline.com within 5 business days of receipt and we will advise you on the next steps. Photos of the damage are required so that we can resolve the issue and process any claim.
For defects that arise after this period, your item may be covered under the manufacturer's warranty. Please reach out and we will provide the warranty provider's contact information so you can arrange service or replacement directly.
Incorrect Items
In the unlikely event that you receive an incorrect item, please contact us right away at help@nellaonline.com so we can resolve the issue as quickly as possible with a replacement or alternative solution. We will provide a prepaid return shipping label at no cost to you. Please do not ship the item back before receiving your return label and RMA number, as we cannot guarantee reimbursement for any shipping charges incurred otherwise.
Order Cancellations & Modifications
As soon as your order is placed, we begin processing it so it can ship as quickly as possible. For this reason, we cannot always guarantee that an order can be changed or cancelled once it has entered processing. If you need to modify or cancel a recent order, please contact us right away at help@nellaonline.com and we will do our best to accommodate your request.
Refunds
Once your return is received and inspected, your refund will be issued to your original payment method within 1–2 business days.
Klarna purchases: Refunds on Klarna orders will be issued to a Nella gift card or to the credit card linked to your Klarna account. Please note that you remain responsible for ensuring your Klarna balance is paid in full once a refund has been issued. You can manage your order and upcoming payments through the Klarna app, and Klarna Customer Service is always available should you need assistance.