FAQ
NELO FAQ
Questions?
Start Here.
Quick answers about orders, shipping, returns, sizing, products, pre-orders, payments, and more.
Check order status and tracking information.
→ 02 Shipping & ReturnsDelivery estimates, returns, refunds, and package support.
→ 03 Contact NeloStill need help? Send us a message.
→ORDERS
Order Questions
How do I know if my order was placed successfully?
Once your order is successfully placed, you'll receive an order confirmation email containing your order number and purchase details.
I didn't receive my confirmation email. What should I do?
Check your spam, junk, promotions, and other filtered folders first.
If you still can't find it, contact us using the email address associated with your order.
Can I change or cancel my order?
If your order hasn't shipped yet, we'll do our best to accommodate changes or cancellations.
If you need to change a size or update your order, contact us as soon as possible because orders are processed quickly.
Once an order has shipped, it can no longer be edited or cancelled.
How can I view my order?
Sign in to your Nelo account using the email address associated with your purchase to view available order information.
SHIPPING
Delivery & Tracking
How long does shipping take?
Delivery estimates begin after your order has been processed and shipped.
How quickly is my order processed?
Orders are typically processed by the next business day, excluding weekends and holidays.
Where does my order ship from?
Available Nelo inventory is stocked and shipped from our warehouse in Mississauga, Ontario, Canada.
How do I track my order?
Once your order ships, you'll receive a shipping confirmation email with available tracking information.
Do you offer free shipping?
Yes. Standard shipping is free on all orders.
RETURNS
Returns & Refunds
What is Nelo's return policy?
Most eligible items may be returned within 365 days, provided they meet our return requirements.
Items must be unworn, unwashed, undamaged, unaltered, and returned with their original Nelo tags attached.
How do I start a return?
Sign in to your Nelo account using the email address associated with your order and follow the available return options.
If you need help, contact our support team with your order number.
Is return shipping free?
Standard return shipping is currently free for eligible returns within Canada.
Return shipping terms for U.S. orders may vary and will be shown during the return process where applicable.
How long does a refund take?
Once your returned item is received and confirmed to meet our return requirements, your refund will be processed to the original payment method within 5–7 business days.
Where can I read the full return policy?
SIZING
Fit & Size
How do I find my size?
Product pages include sizing information to help you choose the appropriate size for each style.
Because fit can vary by garment, always check the sizing guidance on the specific product page.
Are Nelo products true to size?
Nelo products are developed according to their intended fit. Some styles are closer to the body, while others are relaxed or oversized.
What if I'm between sizes?
Your best size depends on the product and how you prefer it to fit. Review the product-specific size guide and fit notes before ordering.
Can I contact Nelo for sizing help?
Yes. If you're unsure, contact us and we'll do our best to help you choose.
PRODUCTS
Products & Care
What makes Nelo different?
Nelo focuses on premium-feeling fabrics, thoughtful construction, versatile design, and fairer pricing.
Are Nelo products suitable for workouts?
Product performance varies by style and fabric.
Some products are intended for movement and active lifestyles, while others are designed primarily for everyday comfort, layering, travel, or casual wear.
How should I care for my Nelo products?
- Machine wash cold.
- Wash with similar colours.
- Do not bleach.
- Tumble dry low or air-dry when appropriate.
- Avoid ironing directly over logos or decorative finishes.
Always follow any product-specific care instructions on the garment label.
PRE-ORDERS
Pre-Order Questions
What is a pre-order?
A pre-order allows you to reserve an eligible product before it becomes available for regular fulfillment.
Can I save by pre-ordering?
Eligible Nelo pre-order products may be offered at savings of up to 40% compared with their regular selling price.
The exact pre-order price and savings, if applicable, will be shown on the product page before purchase.
When will my pre-order ship?
Pre-order timelines vary by product. The estimated fulfillment or shipping timeline will be shown on the product page before checkout.
Can I cancel my pre-order?
You may request cancellation before fulfillment begins.
Once fulfillment has started or the order has shipped, we may no longer be able to cancel or modify it.
Where can I read more about pre-orders?
PAYMENTS
Checkout & Payments
What payment methods do you accept?
Available payment methods are displayed during checkout and may include major credit cards and supported digital wallets.
Is checkout secure?
Nelo operates on Shopify and uses Shopify's secure ecommerce infrastructure for storefront and checkout functionality.
When am I charged for a pre-order?
Unless otherwise stated on the applicable product or checkout page, payment is collected at checkout when you place the pre-order.
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