How long does processing take?
Orders are processed within 1–2 business day after payment confirmation. Orders placed after 3:00 PM ET begin processing the next business day.
How long will delivery take?
Standard shipping takes 5–7 business days, and express 2-3 business days after your order ships.
How much does shipping cost?
Standard shipping is $7.99 (free on orders over $125.00), and express is $14.99.
Do you ship internationally?
No, we currently only ship within the United States.
Do you ship to PO Boxes?
No, we're unable to ship to PO Boxes at this time. Please provide a physical street address at checkout.
How can I track my order?
You'll receive a tracking number by email once your order ships. You can also track your order anytime using our built-in tracking system on our website.
What if my package shows delivered but I never received it?
Contact us at support@nellyboutique.shop within 7 days so we can help locate your package or file a claim with the carrier.
What's your return window?
We accept returns within 30 days of delivery, as long as items are unused, unworn, and in original condition with tags and packaging intact.
Which items can't be returned?
Final sale items, sale/clearance items, and gift purchases are non-refundable.
Do you offer exchanges?
We don't offer general exchanges — please double-check sizing before ordering. Exchanges are only provided if the error was on our end (wrong or defective item).
Do I have to pay for return shipping?
No, we cover return shipping on approved returns. Once approved, we'll email you a free prepaid shipping label.
How do I start a return?
Visit our Return Center, submit your request with your original order details and photos of the issue (if applicable). We'll review it and email/call you with an approval decision and your prepaid return label.
When will I get my refund?
Refunds are processed within 7 business days after we receive and inspect your returned item, back to your original payment method.
Can I return a sale item for a refund?
Sale and discounted items are eligible for store credit only, not a monetary refund.
What if my item arrives damaged or wrong?
Submit a claim through our Return Center with photos. If the error is on our side, we'll arrange a free replacement or refund.
I haven't received my refund yet — what should I do?
First, check with your bank or card issuer, as processing times vary. If it's still missing after that, contact our support team, and we'll help figure it out.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Diners Club, JCB, and Discover.
What currency are prices in?
All prices are listed and charged in US Dollars (USD).
When is my card charged?
Your card is charged in full at the time you place your order, not when it ships.
Is my payment information secure?
Yes, all transactions are encrypted and processed through a PCI-DSS compliant gateway. We don't store your full card details.
Why was my order flagged for verification?
High-value or suspicious orders may be reviewed for fraud protection. We may contact you by email or phone to confirm details before processing.
My payment was declined — what now?
Double-check your card details with your issuer or try another payment method. If the issue continues, reach out to our support team.