Shipping

Standard shipping is free on all orders.

Available Nelo inventory is packed 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 with tracking information.

Delivery estimates begin after your order has been processed and shipped. Delivery times may vary depending on destination, carrier conditions, weather, holidays, customs processing, or other circumstances outside our control.

Pre-Order Items

Pre-order items follow the estimated shipping timeline shown on the applicable product page. Pre-order timelines may differ from our standard delivery estimates. See our Pre-Order Policy for pre-order shipping, returns, and refunds.

Can I change or cancel my order?

Once an order has been placed, it cannot be cancelled or modified, as we begin processing orders as quickly as possible.

This includes changes to items, sizes, colours, quantities, or shipping details. Eligible items can instead be returned within 30 days of the shipping date, in accordance with our return policy below.

Order Tracking

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.

Returns

Most eligible items may be returned for a full refund within 30 days of the shipping date , provided the requirements below are met. Your shipping date is the date shown on your shipping confirmation email.

Return Requirements

• Items must be returned unworn, unwashed, undamaged, and unaltered.
• All original Nelo tags must remain attached.
• Items must be returned in their original condition.
• Items must be returned in their original packaging.
• We may request photos of an item before approving a return to confirm that it meets our return requirements.

Items That Cannot Be Returned

• Final sale or clearance-marked items.
• Items without their original tags attached.
• Items that have been worn, washed, damaged, altered, or otherwise returned outside their original condition.

BOGO Items

Items purchased under a Buy One, Get One (BOGO) offer are already discounted and cannot be returned or refunded. This does not apply to items that arrive damaged, defective, or incorrect; see “My order arrived damaged” and “I received the wrong item” below.

Store Credit

Store credit issued by Nelowear cannot be refunded or exchanged for cash. Store credit must be used within 45 days of the date you receive it, unless your offer states a different expiry date. Unused store credit expires after that date.

How do I start a return?

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

Go to My Orders , find the order you'd like to return, and select Return items . Choose the item or items you want to return, select your reason, and submit your request.

Please allow up to 48 hours for us to review your request. Once it's approved, you'll receive an email with your return label and instructions. Please don't ship anything until you receive our approval email.

If you experience any issues with the self-serve return process, use the support form at the bottom of this page and include your order number.

How do I send my return?

Pack your item in its original packaging with the tags attached, attach the return label to the package, 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's all you need to do. We'll take it from there once your package arrives at our warehouse.

Do you charge for return shipping?

Yes. 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.

How long does my refund take?

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.

You'll receive an email confirmation once your refund has been processed. Depending on your bank or card provider, it may take additional time for the refund to appear on your statement.

Missing or Lost Package

My package says delivered, but I can't find it.

If tracking shows your package as delivered but you cannot locate it, please allow up to 72 hours before contacting us. Carriers occasionally mark packages as delivered before the package actually arrives.

We also recommend checking:

• With neighbours or other members of your household.
• Your building concierge, reception, or management office.
• Parcel lockers or other secure delivery areas.
• Your tracking information to confirm whether your order was shipped in more than one package.

If your package still hasn't arrived after 72 hours, send our support team a message below with your order number and we'll help investigate.

My order arrived damaged.

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

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

I received the wrong item.

If you receive an incorrect item, contact us within 24 hours of delivery and send our support team your order number, the name of the item you expected to receive, and photos of the item that arrived. Photos are required.

Incorrect Shipping Address

Please double-check your shipping address before completing checkout.

Nelo is not responsible for orders delayed or lost because of incorrect shipping information supplied during checkout.

Orders cannot be modified once placed, and this includes shipping details, so please make sure your address is correct before you pay.