Placed an order expecting it within the 4-6 days as stated. 2 weeks later It’s failed to arrive and there are no tracking details. UPS advised to contact sender to make a claim but Nelly has been unre... See more
Company replied
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See what reviewers are saying
We needed to purchase a Nanit urgently after forgetting to pack our original Nanit while on holidays. The purchase was efficient and Jodene went above and beyond to get the product to us on the same d... See more
I had seen this clothing brand a couple of times online and decided to order from them. I placed my order on 1/10/2025 and received my package on 7/10/2025. Amazing clothing made from good fabric... See more
Company replied
I have sometimes had small problems with my orders such as a missing item or a part of a missing item. But the customer service is really great I have nothing to complain about. They are super attenti... See more
Company replied
Company details
Written by the company
Nelly.com är en av Nordens ledande e-handlare inom mode och accessoarer för unga kvinnor. Vi har ett maxat utbud med det allra senaste modet från de hetaste varumärkena, bland annat True Religion, One Teaspoon, Hunter, Adidas Originals, New Balance, Neo Noir, UGG, Hunkemöller, Levi's och från vårt egna Nelly-märke. In English: Nelly.com is one of the Nordic region’s leading online retailers of fashion and accessories for young women. We offer a wide selection featuring the latest trends from the hottest brands, including True Religion, One Teaspoon, Hunter, Adidas Originals, New Balance, Neo Noir, UGG, Hunkemöller, Levi's, as well as our own Nelly brand.
Contact info
Sweden
- www.nelly.com
4.1
Great
8K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 98% of negative reviews
Typically replies within 48 hours
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Really good and nice customer service and I got the help I needed
Good and experienced people
15 July 2026
Unprompted review
Reply from Nelly
Hi Venla!
Thank you for your wonderful review!🥰
We're happy to hear that you received the help you needed and that you had a positive experience with our customer service. Your kind words are greatly appreciated.
Have a nice day!
/The Nellyteam
Instant Help and quick answers
Instant Help and quick answers! Have never experienced better customer service!
1 July 2026
Unprompted review
Reply from Nelly
Hi Hannah,
Thank you so much for taking the time to share your experience with us. We truly appreciate it ❤
Wishing you a wonderful afternoon!
/The Nellyteam
Customer Service
Matilda was super helpful when my issues since I made an error on my order. She was quick to check, quick to respond and had a wonderful personality. Great customer service, hope to order more in the future!
11 June 2026
Unprompted review
Reply from Nelly
Hi Emilia!
Thank you for your wonderful review!🥰
We're delighted to hear that Matilda was able to assist you quickly and that you were happy with the service you received. We will be sure to pass along your kind words to her.
Have a nice day!🌼
/The Nellyteam
Very kind and helpful customer service
Very kind and helpful customer service! I had an issue with my order, but Bella handled everything quickly and professionally. The refund was processed fast and the whole experience was smooth 😊
11 May 2026
Unprompted review
Reply from Nelly
Hi Lina!
Thank you so much for your review🥰 We’re very happy to hear that you had a smooth experience despite the issue with your order.
Bella will be especially glad to hear your feedback🌸
Have a wonderful day!
/The Nellyteam
Reply from Nelly
Hi Pauliina!
Thank you so much for your lovely review!
We’re so happy to hear that you had a great experience with our customer service!🥰
Have a wonderful day!
/The Nellyteam
Hidden Fees and Shocking Extra Charges
I am extremely upset with how Nelly has handled everything. I ordered to the UK, paid a shipping fee, which was already really expensive but I accepted as I understood I am from the UK and it will be coming overseas. I then receive an email from my delivery service saying i have to pay an additional £92 otherwise I will not receive my parcel. After contacting Nelly about this, the customer service team took a few days to respond to me, after I had expressed how anxious I was, as not everyone finds it easy to afford these things, and I was told this is not their fault because they have it ‘on several pages of their website’ and in terms and conditions ‘on the checkout’. This is incredibly cheeky, as they are not a bunch of robots, they are aware that if someone is ordering something, they will simply order, pay and see the expensive shipping fee as they are aware its being shipped far, not many people will be randomly scrolling through their website onto ‘several pages’ or reading through every single word of the ‘terms and conditions’, this is a massive scam and cheeky way into getting the customer to buy their product. I am so so upset, as this was supposed to be a treat for myself, and turned out to be so unaffordable and difficult for me. I cannot return either as they have told me they will further deduct the fee it takes to be sent to sweden, so I will be left with no return money anyway. I hope they do not further deceive the public my deleting my review, as I am aware some companies do that on trustpilot, but please be aware everyone if you are ordering to the UK, it is not worth it, they just want your money and don’t care about the consequences it can have on people to be this unclear. Given how much this company already charges for their products, it is so sad to see them abuse a customers trust like this under hidden ‘pages’ and ‘terms and conditions’
20 April 2026
Unprompted review
Reply from Nelly
Hello, thank you for your review!
We are sorry to hear that you found the information about Duties and Taxes unclear at the time of your purchase. However, this information is provided both on our website and at checkout ❤️
Unfortunately, these fees are set by UK customs and are beyond our control, which means we are unable to cover them on your behalf.
If you have any further questions regarding this, you are of course welcome to contact our customer service here: Customerservice@nelly.com
We hope you have a great day!
/The Nelly team
I have sometimes had small problems…
I have sometimes had small problems with my orders such as a missing item or a part of a missing item. But the customer service is really great I have nothing to complain about. They are super attentive and very kind, the answers are fast and complete. The problem always ends up being solved!
8 April 2026
Unprompted review
Reply from Nelly
Hi Eleanore,
Thank you so much for taking the time to share your experience with us, we really appreciate it ❤
Have a nice day!
/The Nellyteam
Love the clothes but they are not the…
Love the clothes but they are not the best quality.
4 February 2026
Unprompted review
Reply from Nelly
Hi Terry,
Thank you for your review!
We are happy to hear that you like our clothes, but we're sorry to hear that you are not completely satisfied with the quality of the garments. If you suspect that it concerns a defective item, you are of course welcome to contact our customer service here: Customerservice@nelly.com, and we will help you ASAP.
Hope you have a great day! 😊
/The Nellyteam
I ordered a pair of black pants from…
I ordered a pair of black pants from Nelly, but instead I received a bikini top.
1 April 2026
Unprompted review
Reply from Nelly
Hello Elgina,
I am so sorry to hear that you received the wrong item! I found your email in our inbox and can see that my colleague is investigating what has happened. We will help you find a solution over email shortly. If you have any other questions, you are of course welcome to reply to our email❤️
Hope you have a great day!
/The Nellyteam
Excellent product range with impeccable service
We needed to purchase a Nanit urgently after forgetting to pack our original Nanit while on holidays. The purchase was efficient and Jodene went above and beyond to get the product to us on the same day so it was waiting for us at the hotel when we arrived. This is the best customer service we have ever experienced and we couldn’t be more grateful.
23 March 2026
Unprompted review
Love this site!
I love this site a lot. There is a wide range of clothing and lots of sales. My order always arrives in the time it's supposed to.
12 March 2026
Unprompted review
Reply from Nelly
Hi Yara,
Thank you so much for your review ❤
Have a nice weekend!
/The Nelly team
Wrong shipping adress
I accidentally gave the wrong shipping adress and wrote an e-mail. I got an answer right away and the shipping adress got changed AND it was still being shipped two days after the order was taken. What a great service and help!
10 March 2026
Unprompted review
Reply from Nelly
Hi Nisa,
Thank you so much for taking the time to share your experience with us, we really appreciate it ❤
Have a nice day!
/The Nellyteam
Helpful and fast costumer service
10 March 2026
Unprompted review
Reply from Nelly
Hi Hanna,
Thank you so much for taking the time to share your experience with us, we really appreciate it ❤
Have a nice day!
/The Nellyteam
Be very careful
Be very careful, these items are sent from Sweden and the surprise is you pay the tax and duties when its arrives- more than the clothes you ordered
7 March 2026
Unprompted review
Reply from Nelly
Hi,
I'm sorry you feel this way.
Tax and duties are not included in the price.
However, this is something we inform you about at checkout.
If you have any further questions about orders, please contact us at customerservice@nelly.com 😊
Have a nice afternoon!
/The Nelly team
Reply from Nelly
Hello Matilda,
Thank you so much for taking the time to share your experience with us, we really appreciate it 🥰
Hope you have a great day!
/The Nellyteam
Great service!
Great service!! Personal, fast, coöperative, just great! Thanks a lot.
6 February 2026
Unprompted review
Reply from Nelly
Hello Eveline,
Thank you so much for taking the time to share your experience with us, we really appreciate it ❤️
/The Nellyteam
Very kind and helpful customer service…
Very kind and helpful customer service ❤️ thank you!
6 February 2026
Unprompted review
Reply from Nelly
Hello Yolanda,
Thank you so much for taking the time to share your experience with us, we really appreciate it 🥰
/The Nelly team
quick and extra friendly
Very friendly, quick answer. Perfect communication
15 January 2026
Unprompted review
Reply from Nelly
Hi Susi,
Thank you so much for your feedback! We’re glad to hear you’re happy with our friendly and quick service and that your matter was resolved🌸
Have a nice day!
/The Nelly team
stained clothes
I received stained items and they didn't help me or offered me any good solution. I refuse to pay for returning damaged items! terrible experience
12 January 2026
Unprompted review
Reply from Nelly
Hi Kitka,
Thank you for your feedback and I am sorry for the experience you had with us. We never want someone to receive stained items😔
When there is a claim like in this case, you don't have to pay for a return fee, that is on us! But I found your matter and it looks like it got resolved. Please respond to that email if there is anything else we can do for you regarding the matter✨
Have a nice day!
/ The Nelly team
Great customer service
Great, fast and uncomplicated customer service regarding a defective item. Many thanks.
10 January 2026
Unprompted review
Reply from Nelly
Hi Andrea,
Thank you for your kind feedback! We’re glad to hear you’re happy with our fast and straightforward service💮
Have a nice day!
/ The Nelly team
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