Your customerservice person Sandra was very helpful and flexible with my order cancellation. Which led to the solution that I kept my order after all. Great customer service!
Company replied
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Review summary
Based on reviews, created with AI
Based on these reviews
When one of my packages got lost, they helped me look for it. In the end I got a refund and free delivery for my next order, which was really nice.
Company replied
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
It was our first purchase with Nelly. 2 out of 3 items we returned to change the size. And our request was personally supported by very kind and professional Customer Service and especially Matilda wh... See more
Company replied
My parcel was wrongly delivered to a pack station and then send back to Nelly.Com. I contacted the support center and got a response very quickly. My complaint was handled very quickly and they were... See more
Company replied
There were some issues with my returned package (the clothes were in good quality, they just didn’t fit me), so I decided to use the customer service. I got a fast reply, immediate held and my problem... See more
Company replied
Excellent customer service! The team was incredibly friendly and helpful — my issue was solved quickly and smoothly. I really appreciate the fast response and kind support. Highly recommend Nelly.com... See more
Company replied
The customer service was great, helpful and were very fast with responding. I was helped by Matilda and she was very understanding and patient with me.
Company replied
They really helped me with shipping issues and were fast responders and took action whilst being informative ! Helped resolve the issue amazingly !
Company replied
My order disappeared and i asked customer service for help and they were delightful and they helped me to sort out the problem! Super nice customer service:)
Company replied
Quality of the clothes is great and the customer support was also very nice! Highly recommend!
Company replied
Customer service was appalling, not only was it really slow but the people were rather rude in there response but try to make it seem better by adding a heart emoji in their email. I didn't receive my... See more
Company replied
I’ve tried to buy of this website numerous times for the last month on various devices and different browsers however each time is says payment error and doesn’t load through. I messaged nellys Instag... See more
Company replied
Absolutely nothing wrong with the order, everything went smooth. It's just that the shoes I ordered are probably the shittiest pair I've ever owned. They're absolutely gorgeous black shiny loafers, bu... See more
Company replied
Support received was very fast and efficient, thanks Bella for this!
Company replied
Customer service was really helpful and very kind about my situation!
Company replied
Very kind and helpful customer service ❤️ thank you!
Company replied
The order took long to get, then when I got it I wanted to return it (the size is not even close to what they described) They told me not to return it and that they would give me back 25% of my purch... See more
Company replied
This is my first time buying one of your products.. When the item arrived, it was damaged.. It said 20th delivery.. I received the item today.. How do I send you a return for this.. Will you give me... See more
Company replied
Best clothes, affordable price and super kind customer service!! I can recommend <333
Company replied
Really nice and friendly customer service and good products!
Company replied
Good help through costumer service
Company replied
quick and helpful support, very friendly
Company replied
Great, fast and uncomplicated customer service regarding a defective item. Many thanks.
Company replied
The custom service was really professional and fast!
Company replied
Excellent customer service. Very fast and helpful, in particular Melina was amazing
Company replied
great and quick customer service
Company replied
Great customer service, thank you Matilda!
Company replied
Fantastic, thank you :)
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
3.9
Great
8K reviews
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
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
Poor customer service
They were very unclear with how much the costs of imports into the UK was. I had no help whatsoever and found this really disappointing considering the price of the item.
5 January 2026
Unprompted review
Reply from Nelly
Hi Zara!
Thank you for taking the time to write us a review. It is difficult for us to answer before how much the taxes and duty will be on the package. These fees are added when the package arrives at the UK border. This information is avaible in the check-out 🥰
Have a nice day!
//Nellyteam
Reply from Nelly
Hi Aliya,
Thank you so much for your positive review, we appreciate it very much! 💖️
Have a lovely day!
/The Nelly team
Good help through costumer service
12 November 2025
Unprompted review
Reply from Nelly
Hi Bryndis,
Thank you for your feedback! We’re glad to hear that you had a good experience with our customer service.🌸
Have a nice day!
/The Nelly team
Very very Kind Service and very…
Very very Kind Service and very helpful! They answer quickly and Are Open for options. ☺️
11 November 2025
Unprompted review
Reply from Nelly
Hi Marla,
Thank you for your feedback! We’re glad to hear you’re satisfied with our quick and helpful service. You’re always welcome to contact us again.
Have a nice day!🌸
/The Nelly team
excellent service
The custom service was really professional and fast!
6 November 2025
Unprompted review
Reply from Nelly
Hi!
And thank you for your great review. We are so glad that you are happy with our service!
Have a great day! ❤️
/The Nelly Team
Excellent customer service
Excellent customer service! The team was incredibly friendly and helpful — my issue was solved quickly and smoothly. I really appreciate the fast response and kind support. Highly recommend Nelly.com! 💖
29 October 2025
Unprompted review
Reply from Nelly
Hi Sandra,
Thank you so much for your lovely review! We’re so happy to hear that our team could help you quickly and that you had such a positive experience. Your kind words mean a lot to us! 💕
Have a nice day!
/The Nelly team
The order took long to get
The order took long to get, then when I got it I wanted to return it (the size is not even close to what they described) They told me not to return it and that they would give me back 25% of my purchase. Then they debited my account 2 times for the same purchase amount. Stay away from this company.
30 September 2025
Unprompted review
Reply from Nelly
Hi,
I tried to find your message in our mailbox so that I would be able to help you more quickly, but unfortunately, I couldn’t find anything.
Please send an email to customerservice@nelly.com - and we will help you ASAP!
Have a nice day!
/The Nellyteam
I will buy again
Really nice and friendly customer service and good products!
23 October 2025
Unprompted review
Reply from Nelly
Hi Anu,
Thank you so much for your positive review! We really appreciate it!
Have a wonderful Friday! 💖️
/The Nelly team
Excellent service!
23 October 2025
Unprompted review
Reply from Nelly
Hi Josef,
Thank you for your lovely review! 🌸 We're so happy to hear you’re satisfied with our service.
Have a nice day!
/The Nelly team
Perfect
The customer service was great, helpful and were very fast with responding. I was helped by Matilda and she was very understanding and patient with me.
15 October 2025
Unprompted review
Reply from Nelly
Hi,
We're so happy to hear that you're pleased with Matilda's service, I’ll be sure to pass your kind words on to her. Thank you so much for your positive review, we truly appreciate it.
Have a lovely day! 💖️
/The Nelly team
Super cute clothing and great experience!
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 and fits extremely nice!
I would also like to point out how friendly the customer service is. I reached out to them because I hadn’t received an order confirmation after a couple of hours of placing my order and I got a super nice immediate response from Philip to help me.
Definitly place your order if you see something nice on their website!
7 October 2025
Unprompted review
Reply from Nelly
Hi,
Thank you so much for your positive review, it makes us so happy! We’re delighted to hear that you’re pleased with your order and with Philip’s service. I’ll be sure to pass your kind words on to him 💖
Have a wonderful day!
/The Nelly team
Help with a lost package
When one of my packages got lost, they helped me look for it. In the end I got a refund and free delivery for my next order, which was really nice.
3 October 2025
Unprompted review
Reply from Nelly
Hi Nora,
So sorry your package got lost along the way – but we're happy we could help make it right! Thanks a lot for your review, it means a lot to us. 💖️
Have a lovely day!
/The Nelly Team
Reply from Nelly
Hi Clara,
Thank you so much for your positive review! 💫
We're happy to hear you had a great experience with our customer service, we're always here if you need anything! 😊
/The Nelly team
Great Support!
Support received was very fast and efficient, thanks Bella for this!
1 October 2025
Unprompted review
Reply from Nelly
Hi Ahmed,
Thank you so much for your kind words! 💖
We're so glad to hear that you received fast and efficient support, we'll be sure to pass your thanks along to Bella, she will be so happy to hear this 😊
If you ever need anything else, we're just a message away.
Have a nice Friday!
/The Nelly team
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