Frequently Asked Questions
Orders & Payment
Which payment methods are accepted?
The secure payment methods available for your delivery country will be displayed directly at checkout.
How can I track my order?
Once your order has been shipped, you will receive an email with tracking information. You can also find the current status in your order overview.
I haven't received an order confirmation. What can I do?
Please first check your spam folder and ensure the email address provided at checkout is correct. If you still cannot find a confirmation, please email us with your name and order details at info@nellandcroft.com.
Can I change or cancel my order?
Contact us as soon as possible at info@nellandcroft.com. As long as processing has not yet begun, we will be happy to check if a change or cancellation is possible; however, we cannot guarantee this.
What do I do if my order arrives damaged or incomplete?
Please contact info@nellandcroft.com within 48 hours of delivery. Please send us your order number and meaningful photos of the goods and packaging so that we can quickly review the case.
Shipping & Delivery
Is there free shipping?
Yes, standard shipping is free for orders over €50 (or the equivalent amount in the respective local currency). Below that, a flat shipping fee applies, which depends on the destination country, currently, for example, €4.78 within the EU or £5.42 in the UK.
How quickly will my order be processed?
Orders received by 2 PM are usually processed on the same day – or within 48 hours of payment receipt at the latest. Processing may take a little longer on public holidays and during major sales events.
How long does standard delivery take?
Standard delivery time is usually about 6-10 business days from shipment. These are estimates; delays may occur due to customs, weather, holidays, or the shipping carrier.
Is express shipping available?
Yes, an express option can be selected at checkout, currently, for example, €9.90 within the EU or £11.90 in the UK. This shortens the delivery time to approximately 4–8 business days, both in the EU and the UK.
Where does Nell & Croft deliver?
We ship worldwide. Final availability for your country will be displayed at checkout. Outside the country of shipment, customs duties, taxes, or import fees may apply, which are to be borne by the recipient.
Returns & Refunds
How do I initiate a return?
Email us at info@nellandcroft.com to report a return within 90 calendar days of receiving the goods. Please include your order number and only send the item back after receiving our response.
What are the requirements for a return?
The item must be unused, unwashed and in saleable condition. Please return it with the original packaging, all tags, accessories and proof of purchase. Unannounced returns may be refused or processed with delay.
Which items are excluded from returns?
Excluded are, in particular, reduced items or items marked as "Final Sale", personalized items, gift cards, unsealed hygiene products, and products explicitly marked as non-returnable.
Who bears the cost of return shipping?
The customer generally bears the costs and risk of return shipment. We therefore recommend shipping with tracking. Standard or express shipping costs already paid for the original order will not be refunded.
When will I receive my refund and is an exchange possible?
Once the return has been received and inspected, the value of the goods will be refunded within 5–10 business days via the original payment method. We do not offer direct exchanges; please reorder the desired item.