Refund & Return Policy
We want you to be happy with your Nellodz order. If something isn’t right, we’re here to help.
30-day returns
You may request a return within 30 days of delivery for most unused items in their original condition and packaging (where applicable). Email support@nellodz.com with your order number and the reason for the return. We’ll reply with return instructions.
How to start a return
- Email support@nellodz.com (or orders@nellodz.com — same inbox).
- Include your order number, the item(s) you want to return, and a brief reason.
- Wait for our reply with the return address and next steps before you ship anything back.
- Pack the item securely and ship it to the address we provide.
Return address: Our products ship from partner warehouses, so the return address depends on your order. Email support@nellodz.com with your order number before sending anything back, and we will reply with your return address and instructions. Please do not mail returns to our office address; packages sent there cannot be processed.
Do not send returns to an address we have not confirmed for your order.
Return shipping cost
Return shipping is paid by the customer, unless your item arrived damaged, defective, or not what you ordered. In those cases, Nellodz covers return shipping or sends a replacement at no cost to you.
If we sent you the wrong item, a defective item, or a damaged item, tell us in your email — we will work with you on a fair solution, which may include covering return shipping or sending a replacement.
Refunds
Once we receive and inspect your return (or once we approve a refund without a return, when appropriate), we will issue a refund.
Refund method / timing: Approved refunds are issued to your original payment method (card via Stripe, or your PayPal account) within 5–10 business days. Your bank or card issuer may take a few extra days to post it.
Refunds go back to the original payment method used at checkout (card via Stripe, or PayPal). Nellodz does not store your full card number; payments are processed by Stripe or PayPal.
Shipping fees (if you paid any on the original order) may or may not be refundable depending on the reason for the return — we will confirm when we approve your request.
Damaged, defective, or wrong items
If your order arrives damaged, defective, or incorrect:
- Email us within a reasonable time after delivery (ideally within the 30-day window).
- Include your order number and clear photos of the issue and packaging when possible.
- We will arrange a replacement or refund as appropriate.
You should not have to pay to fix our mistake.
Non-returnable items
Some items may not be returnable for hygiene, safety, or legal reasons (for example, opened personal-care items if we ever sell them, personalized goods, or items marked final sale). If an item cannot be returned, we will say so on the product page or in our reply. Nellodz does not currently sell skin-contact beauty products.
Cancellations
If you need to cancel an order, email support@nellodz.com as soon as possible with your order number. If the order has not yet shipped, we will do our best to cancel and refund it. If it has already shipped, you may still request a return under this policy after delivery.
Chargebacks
If you have a problem with an order, please contact us first at support@nellodz.com. We are committed to resolving issues fairly and quickly. Starting a chargeback without contacting us can delay a solution.
Questions
Email support@nellodz.com. We’re happy to help.
Brand: Nellodz
Operated by: Nellod Financial, Inc.
Mailing address: 9701 Apollo Dr., Suite 380, Upper Marlboro, MD 20774
Best,
The Nellodz Team
support@nellodz.com