We currently ship to addresses across Canada and the United States.

Delivery estimates begin after your order has been processed and shipped. Carrier conditions, weather, holidays, customs, or other circumstances outside our control may affect delivery times.

Available Nelo inventory is stocked and shipped from our warehouse in Mississauga, Ontario, Canada.

Orders are typically processed by the next business day, excluding weekends and holidays.

Once your order ships, you'll receive a confirmation email containing your tracking information.

Use the tracking link provided in that email to follow your package while it's on the way.

Yes. Standard shipping is free on all orders.

Most eligible items may be returned within 30 days of the shipping date, provided they meet our return requirements. Your shipping date is the date shown on your shipping confirmation email.

Items must be unworn, unwashed, undamaged, unaltered, and returned in their original packaging with their original Nelo tags attached. Final sale and clearance items cannot be returned. Pre-order items follow our Pre-Order Policy.

Return shipping is not free. A flat $7.50 return shipping fee is deducted from your refund on all returns, in both Canada and the United States.

Sign in to your Nelo account using the email address associated with your order.

Go to My Orders, select the eligible order and follow the available return instructions.

Please allow up to 48 hours for us to review your request. Once it is approved, you will receive an email with your return label and instructions. Please do not ship anything until you receive our approval email.

If you have difficulty starting a return, send our support team a message below with your order number.

Pack your item in its original packaging with the tags attached, attach the return label, and drop it off:

• Canada: at your nearest UniUni location.
• United States: with the carrier shown on your label. The carrier can vary depending on your location.

That is all you need to do. We will take it from there once your package arrives at our warehouse.

If your order arrives damaged or defective, contact us within 48 hours of delivery with your order number and details about the package and affected item.

If you receive an incorrect item, contact us within 24 hours of delivery with your order number, the item you expected, and photos of the item that arrived. Photos are required.

Our team will review the issue and help arrange an appropriate resolution.

Once your package arrives at our warehouse, we inspect it. If it meets our return requirements, your refund, less the $7.50 return shipping fee, is issued to your original payment method within 48 hours of receiving your package.

Your bank or card provider may require additional time for the refund to appear on your statement.

Product pages include sizing information to help you select the right size for each Nelo style.

Because fit can vary by garment and intended silhouette, we recommend reviewing the sizing information on the specific product you're interested in.

Nelo products are developed around their intended fit. Some styles are designed to fit closer to the body, while others are intentionally relaxed or oversized.

Check the individual product page for product-specific fit guidance.

Your ideal size depends on the product and how you prefer it to fit. Review the product-specific size guide and fit notes before ordering.

If you're still unsure, send us a message below and we'll do our best to help you choose.

Nelo focuses on premium-feeling fabrics, thoughtful construction, versatile design, and fairer pricing.

We started building Nelo in November 2025, registered Nelo Group Inc. in February 2026, and launched our first collection on August 10, 2026.

Product performance varies by style and fabric.

Some Nelo products are designed to support movement and active lifestyles, while others are intended primarily for everyday comfort, layering, travel, or casual wear.

Check the individual product page for the intended use and fabric details.

• 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 provided on the garment label.

A pre-order lets you purchase an eligible item before that inventory becomes available for standard fulfillment. Pre-order items are sold at a special pre-order price, in some cases up to 50% off.

Your pre-order ships on the estimated date shown on the product page. If there are any delays, we will notify you by email.

Pre-order timelines differ from our standard in-stock delivery estimates.

No. Pre-orders cannot be cancelled or modified once placed.

Yes, within 30 days of the shipping date. Return shipping is not free: a flat $7.50 return shipping fee is deducted, in both Canada and the United States.

Because pre-order items are sold at a special pre-order price, returns are refunded as store credit only, not to your original payment method.

Read the full Pre-Order Policy →

Available payment methods are displayed during checkout and may include major credit cards and supported digital wallets.

The payment methods shown at checkout are the options currently available for your order.

Checkout and payment processing are handled through secure ecommerce payment systems. Nelo does not need to manually collect your complete card information.

Nelo is built around premium-feeling everyday essentials, thoughtful design, comfort, and fairer pricing.

Yes. We're continuing to develop new colours, products, fits, and collections as Nelo grows.

Customer feedback and product performance help shape what comes next.

Nelo is a North American brand operated by Nelo Group Inc. We're based in Mississauga, Ontario and New York.