Returns & Refunds Policy

Last updated: October 22, 2026

Purchase Options & Cancellation Policy

For eligible online purchases, you have a statutory right to cancel without giving a reason. You can cancel before delivery or within 14 days after receiving your goods. If one order arrives in separate deliveries, this period runs from receipt of the last item.

To cancel, email info@nelbee.co.uk with a clear statement that you wish to cancel.

After notifying us, please send the goods back within 14 days. You do not need to wait for approval to exercise your statutory cancellation rights.

Return Window

You have 28 days from the date of delivery to request a return under our extended returns offer.

This offer is in addition to your statutory cancellation rights and your rights if goods are faulty or not as described.

Eligibility

For statutory cancellations:

• You may try garments on and inspect them as you would in a shop.
• Please include original tags, labels and packaging where possible. Missing packaging alone does not prevent a return.
• We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish the garment’s nature, characteristics and fit, where permitted by law.

For returns requested after the statutory cancellation period under our extended 28-day offer:

• Items must be unworn, unwashed and undamaged.
• Original tags and labels must remain attached.
• Please include the original packaging where possible.

Please try garments on with care and avoid contact with perfume, makeup or deodorant.

These conditions do not restrict your rights where goods are faulty or not as described.

How to Start a Return

Email info@nelbee.co.uk with your order number and the item(s) you wish to return. We will reply with simple next steps and the appropriate return address.

Please contact us for return instructions before posting garments.

Return Shipping

• Returns are complimentary for all UK orders.
• We will provide instructions for arranging your free UK return.
• Please ensure items are packaged securely and retain proof of postage.

Refunds

• Refunds are issued to your original payment method.
• We aim to process refunds within 7 working days after receiving your return.
• For statutory cancellations, we will refund you no later than 14 days after receiving the goods back or receiving evidence that you have sent them back, whichever is earlier.
• Your bank may take additional time to display the refund.
• If you cancel your entire order under your statutory cancellation rights, we will also refund the cost of our least expensive standard delivery option. Any additional amount paid for premium delivery is not refundable.
• For change-of-mind returns made solely under our extended returns offer, original delivery charges are not refundable unless required by law.

Exchanges

We do not offer direct exchanges at this time. Please return the item for a refund and place a new order for the preferred size or style.

This does not affect your statutory right to a replacement where applicable.

Faults

Quality matters deeply to us. If your item is faulty or not as described, contact info@nelbee.co.uk with your order number and details of the problem. Photos may help us assess it.

We will provide the refund, repair or replacement you are entitled to under UK consumer law and cover necessary return postage.

Your statutory rights are not limited to the first 30 days after delivery.

Non-Returnable Items

The change-of-mind cancellation right and our extended returns offer do not apply to goods made to your specifications or clearly personalised.

This exception does not affect your rights if those goods are faulty or not as described.

Returns requested outside our extended 28-day window may be declined unless you have a statutory right to return the goods.

Gifts

For gift returns initiated by the recipient, refunds can be issued to the original payment method or as store credit at the purchaser’s request.

Store credit will not replace a statutory refund unless the purchaser agrees.

Your Consumer Rights

Nothing in this policy affects your statutory rights under UK law.

For delivery information, please see our Shipping Policy.

Their personalities are not small. Their freedom is not negotiable.