Refund policy

Return and Refund Policy

Effective date: August 17, 2026

We want you to shop with confidence. This policy explains which items may be returned and how to request support.

Eligible returns

Eligible items may be requested for return within 30 days of delivery. To be eligible, an item must be unused, in its original condition and packaging, and accompanied by your order number. Customers are responsible for return-shipping costs unless we confirm that an item was incorrect, damaged, or defective.

A 10% restocking fee may be deducted from approved eligible returns. Original shipping charges are non-refundable.

Non-returnable and non-exchangeable items

The following items are final sale and cannot be returned or exchanged: orders shipped outside the United States; undergarments; adult novelty items; cosmetics; hair and lashes; furniture; and sale items.

Damaged, defective, or incorrect items

Please inspect your order upon delivery. If an item arrives damaged, defective, or incorrect, email contactsupport@nellieswaybeauty.com within 7 days of delivery. Include your order number, a description of the issue, and clear photos so our team can review your request.

How to request a return

Email contactsupport@nellieswaybeauty.com with the subject line “Return Request - Order # - First and Last Name.” Include your order number, the reason for your request, and photos where relevant. Please wait for written approval and return instructions before sending an item back.

Refunds

After we receive and inspect an approved return, we will notify you of the outcome. Approved refunds are issued to the original payment method, less any applicable restocking fee and non-refundable shipping charges. Processing times may vary by payment provider.

Cancellations

Cancellation requests must be made before an order is dispatched. Once an order has shipped, it is subject to this return policy.

Questions

For support, contact contactsupport@nellieswaybeauty.com. We are here to help.