Exchanges

Exchanges

With regards to our quality and customer experience, we take great importance in the quality and fit of our handmade leatherwear, fur, and ready-to-wear garments. We kindly ask that customers access the suitability of their ordered items immediately upon receiving their order. Please try on and look over the product in detail to determine the suitability before removing any tags. Removal of tags marks the acceptance of the item; and this item cannot be returned/exchanged after the removal of tags.

As each piece is handmade and custom made to order, we do not permit returns, so we ask that you are careful when measuring and choosing your sizes. Our custom pieces are made to a tolerance of 2-3cm. If you are unsure about sizing, please feel free to contact us at info.nellies@gmail.com, and we would be happy to assist you when choosing your ideal size. Please note, all conditions are subject to those stated on the corresponding product pages. This notice does not affect your statutory rights as a consumer. 

​Customers who wish to request an exchange, must return all items within 7 days after receiving them, using a trackable service. To be eligible for an exchange, items must be unused and in the same condition that you received it, with all original tags still in tact. Please take extra care to not mark garments. We reserve the right to refuse returned items that are deemed worn, or are stained, for example with makeup. Orders that are returned to us that do not comply with our terms and conditions may not be authorised and will be sent back to the customer. 

Nellie Studio must be notified of your delivery information and tracking ID. Clients who wish to cancel orders during production process, must do so within two working days of original order date. To complete an exchange, we require a copy of the receipt/proof of purchase. We also ask that customers include a short message detailing the reason for an exchange and the chosen piece they wish to exchange. 

The customer is fully responsible for ensuring the returned items get back to us safely. The customer is responsible for paying all associated shipping costs for a return. The initial shipping costs paid and return shipping costs are non-refundable.

Discounted/sale items (including orders that have been purchased with a discount code), custom colour items, or customised size items are non-refundable and non-exchangeable.