Delivery & Returns

Postal Charges

All prices are calculated by weight up to 2kg (except UK) and taken from the most recent Royal Mail price guide.

If you think your order will weigh more than 2kg, please split your order or contact us.

All parcels are sent via a tracked service.

Nellie and Eve cannot be held responsible for loss, undelivered or damaged goods during transit.

Returns

Online purchase only:

We really hope that you are happy with your Nellie and Eve goods. If you wish to cancel/return/exchange your purchase, please contact us and we will assist you.

Returns are accepted within 14 days of you ordering goods online. All products must be returned unused and in their original packaging with yarn bands in place.

The buyer is responsible for return postage costs. We will not accept any returned item where the correct postage has not been paid on the item being returned.

All sale items and custom orders are non-refundable

Customs and Import Taxes

You may need to pay customs or import duties once your order reaches you. These charges are out of our control and we have no way of predicting what they may be. For further advice, we recommend contacting your local customs office.

The purchaser is responsible for any customs and import taxes that may apply.

USA Orders – Import Tariff Changes Effective 29 August 2025

From 29 August 2025, new US import tariffs will apply to all items being imported, including those previously covered by the $800 “de minimis” threshold. This means import duty will be charged on all orders, and payment of these duties is the sole responsibility of the purchaser.

Import duties from the UK to US will be charged as follows using Royal Mail:

A 10% Tariff will be added to the total purchase price of goods + a small handling fee and paid at checkout before the goods arrive in the US.

If goods are returned these costs will not be refunded.

If there are any overpaid fees once your order has been processed via Royal Mail, these will be refunded to you.

If you have any concerns or questions before ordering, please contact us.

EU - GPSR

Please use our EU SHOP to purchase goods. This will take you to our dedicated store where all imports taxes are calculated at checkout which provides a seamless service to your door without any extra ‘surprise’ charges to pay.

Purchasing goods in person:

Returns and refunds are not accepted unless the goods are faulty within 14 days of purchase at a ‘Live’ event. Exchanges are offered firstly and goods must be in original packaging and unused. Postage is the buyers responsibility.