Help Center
NELO SUPPORT
How can we help?
Find quick answers about orders, shipping, returns, sizing, products, pre-orders, and payments.
ORDERS
Order Help
Can I change or cancel my order?
We begin processing orders quickly to help get them on their way as soon as possible.
Once an order has been placed, it cannot be cancelled or modified.
If you no longer want your order, you may request a return after delivery in accordance with our 30-day return policy.
How do I know if my order was placed successfully?
You'll receive an order confirmation email containing your order number and purchase details once your order has been successfully placed.
I didn't receive my confirmation email.
Check your spam, junk, and promotions folders first.
If you still can't find your confirmation, contact our support team using the email address associated with your order and we'll help.
How can I view my order?
Sign in to your Nelo account using the email address associated with your purchase to view your available order information.
SHIPPING
Delivery & Tracking
Where does Nelo ship?
We currently ship to addresses across Canada and the United States.
How long does delivery take?
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.
Where does my order ship from?
Available Nelo inventory is stocked and shipped from our warehouse in Mississauga, Ontario, Canada.
How quickly is my order processed?
Orders are typically processed by the next business day, excluding weekends and holidays.
How can I track my order?
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.
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 30 days of delivery, provided they meet our return requirements.
Items must be unworn, unwashed, undamaged, unaltered, and returned with their original Nelo tags attached.
Who pays for return shipping?
Standard return shipping is currently free for eligible returns within Canada.
Return shipping terms for U.S. orders may vary. Any applicable return-shipping information will be provided during the return process.
How do I start a return?
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.
If you have difficulty starting a return, send our support team a message below with your order number.
What if my item arrives damaged or incorrect?
Contact us as soon as possible with your order number and details about the item and packaging.
Our team will review the issue and help arrange an appropriate resolution.
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.
Your bank or card provider may require additional time for the refund to appear on your statement.
SIZING & FIT
Finding Your Fit
How do I find my size?
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.
Are Nelo products true to size?
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.
What if I'm between sizes?
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.
PRODUCTS
Fabrics & Care
What makes Nelo different?
Nelo focuses on premium-feeling fabrics, thoughtful construction, versatile design, and fairer pricing.
Before developing our first collection, we spent more than a year researching fabrics and listening to what people wanted from their everyday clothing.
Are Nelo fabrics suitable for workouts?
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.
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 provided on the garment label.
PRE-ORDERS
Pre-Order Help
What is a pre-order?
A pre-order lets you purchase an eligible item before that inventory becomes available for standard fulfillment.
When will my pre-order ship?
Estimated shipping timelines for pre-order products are listed on the applicable product page.
Pre-order timelines differ from our standard in-stock delivery estimates.
Can I cancel a pre-order?
Pre-orders cannot be cancelled or modified once placed. After delivery, eligible pre-order items may be returned in accordance with our 30-day return policy.
What happens if my pre-order is delayed?
If there is a significant change to an estimated pre-order timeline, we'll do our best to provide an updated estimate.
PAYMENTS
Checkout & Security
What payment methods do you accept?
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.
Is my payment information secure?
Checkout and payment processing are handled through secure ecommerce payment systems. Nelo does not need to manually collect your complete card information.
MORE ABOUT NELO
More Questions
What does Nelo stand for?
Nelo is built around premium-feeling everyday essentials, thoughtful design, comfort, and fairer pricing.
Will Nelo release new colours and styles?
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.
Where is Nelo based?
Nelo is operated by Nelogroup Inc. and headquartered in Ontario, Canada.