shipping & returns

PLEASE NOTE - We have made temporary changes to our shipping due to the current COVID-19 situation. We have switched all our shipping services to DHL express only due to the delays and disruption of our usual Royal Mail service at the time. We are subsidising the cost of this courier service, however we appreciate it is still higher than the usual shipping rates. 
This service provides accurate and frequent updates on the location of the parcel as well as a quicker delivery, which is not available with the standard postal service.

Free shipping will still be available for UK orders over £100 & international orders over £200.

We send orders daily, Monday to Friday. The shipping confirmation may be sent a day later, but your post will have gone out on time.
 
All our delivery times are based on their delivery predictions. At this current time shipping may take longer than expected. Thank you for your patience and understanding!

UK shipping

DHL express / tracked & signed UK delivery £4.50 - target delivery time of 1-2 working days.

Orders over £100 - FREE shipping 

worldwide shipping

DHL express / tracked & signed Europe delivery £18.00 - target delivery time of 2-3 working days.

Standard worldwide delivery (other) £20.00 - target delivery time of 3-4 working days

Orders over £200 - FREE shipping

Please note: outside the EU, the buyer is responsible for any import or customs fees that may apply.

PLEASE ENSURE ADDRESS IS WRITTEN IN ENGLISH

Please double check your address is correct before placing your order or contact us immediately if you notice an error. Incorrect addresses can lead items to be held up for months whilst the order is being returned back to us and we can resend. 

returns

We accept returns on items that do not fit or in the unlikely event that there is a fault in the garment*. Our return period has been extended due to the current situation. Items must be returned in original condition with the packaging intact within 28 days of purchase. However, if you are able to return earlier, please do so. 

Sale items cannot be refunded, only exchanged for another item or credit note. Pre-loved items are final sale, no refunds or exchanges.

Unfortunately we cannot cover cost of returns unless item is faulty. We advise you return your item using a secure tracked postal method, with proof of postage, as we are unable to refund or exchange items not received. Please make sure to email us if you wish to return an item before sending to:
Nellie Quats
PO Box 72878
LONDON
N2 2EW

*If a garment is faulty, we will offer a repair or stock permitting, a replacement garment. If unfixable or unavailable, we will refund you. Please note, linen often has some inconsistencies in the weave. These are not faults but rather natural imperfections and part of the nature of the fabric.

payment options

We accept Visa (credit and debit cards), MasterCard (credit and debit cards), American Express, Paypal and Clearpay.