Refund policy

At Nella Lane, we design pieces meant to be worn for a long time. If something does not meet your expectations, this policy explains exactly how a return works. Nella Lane is operated by DSJ CONNECT LLC and ships to customers in the United States.

This policy is published before checkout so that you can read it before you buy. It should be read together with our Terms and Conditions and our Shipping Policy.

1. Returns Within 30 Days

You may return most items within thirty (30) days of delivery, for any reason.

To start a return, write to contact@nellalane.com with your order number and the item you want to return.

Once your return is approved, you have a further fourteen (14) days to ship the item back to us.

Returns sent without prior approval may be refused.

2. Return Conditions

Returned items must:

  • be unused and undamaged
  • be in their original packaging
  • include all tags and accessories
  • be in a condition suitable for resale

You may examine an item as you would in a store. If an item comes back with signs of use beyond that, we may reduce the refund to reflect the loss in value.

3. Items That Cannot Be Returned

The following are final sale and cannot be returned or exchanged:

  • personalized and made-to-order pieces, meaning any item carrying a name, initial, monogram or engraving chosen by you
  • sealed hygiene items once opened, including pierced earrings
  • gift cards
  • items marked Final Sale

This exclusion is stated on the product page of every personalized item, before you add it to your cart, because each piece is produced specifically for you and cannot be resold.

This exclusion never applies to an item that arrives damaged, defective or different from what you ordered. Those are always covered by section 5, personalized pieces included.

4. Refunds

Once we receive and inspect your return, we will tell you whether it was approved.

Approved refunds are issued within fourteen (14) days to your original payment method. Your bank or card issuer may need a few extra business days to post the credit.

We refund the price of the item. Express or premium delivery charges are not refunded.

5. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective or incorrect, contact us and include photos.

Once confirmed, we cover the return shipping cost and, at your choice, send a replacement or issue a full refund. This applies to personalized pieces as well.

6. Exchanges

We do not offer direct exchanges. If you want a different item, place a new order and return the original one.

7. Return Shipping Costs

When a return is not caused by an error on our side, you are responsible for the return shipping cost.

We recommend a tracked and insured method, since the item remains your responsibility until it reaches us.

8. Return Address

Approved returns are sent to our returns processing center:

CXP1552465
266 Cherry Lane
New Castle, DE 19720
United States

Important:

  • This address is used only to process returns.
  • It is not a customer service address.
  • Returns must be approved in advance by writing to contact@nellalane.com.

9. Cancellations

If you need to cancel, contact us as soon as possible. We can cancel any order that has not shipped yet. A personalized piece can only be cancelled before production starts.

If we cannot ship your order within the processing time stated in our Shipping Policy, we will contact you, and you may choose to wait or to cancel the order for a full refund.

10. Your Legal Rights

Nothing in this policy limits the rights you have under the consumer protection laws of the state where you live or under United States federal law. Where those laws give you more than this policy does, those laws apply.