Frequently Asked Questions

Your questions, our answers

Orders

How do I know if my order has been placed successfully?
You will receive a confirmation email within a few minutes. If you don't see it, check your spam folder before worrying.

Can I modify or cancel my order?
Yes, as long as it has not been shipped. Write to us as soon as possible at neliaboutique.contact@gmail.com.

I made a mistake with my address, what should I do?
Contact us immediately. Before shipment, we can correct it free of charge.

Delivery

How long will it take to receive my order?
Allow 7 to 14 business days in France and the European Union, including preparation time (24 to 48 hours). All details are on our Delivery page.

How much does delivery cost?
€6.99 in mainland France, free on orders over €120, and €9.99 to other countries in the European Union. The exact amount is displayed before payment.

How can I track my package?
A tracking number will be sent to you by email as soon as it is handed over to the carrier.

Sizes and products

Do the sizes run small?
Our items follow the size guide published on the site. If you are between two sizes, choose the larger one. Consult our size guide.

Are the colors true to the photos?
Our photos are minimally retouched. A slight variation may still occur depending on your screen settings.

How should I care for my clothes?
Instructions can be found on each item's label and in the product description. As a general rule: wash at 30°C, air dry.

Returns and refunds

Can I return an item?
Yes, you have 30 days, no questions asked. Item must be unworn with tags attached. See our return policy.

How long does it take to get a refund?
Within 14 days maximum after receipt of the return, generally 3 to 5 business days.

Is a size exchange possible?
Yes. We reserve the new size while your return is in transit.

Payment

Is payment secure?
Yes: 256-bit SSL encryption, PCI DSS Level 1 certification, 3D Secure validation. We never have access to your bank details.

Can I pay in installments?
Yes, in 3 or 4 installments free of charge on orders over €50, subject to eligibility.

Are there any hidden fees?
None. Our prices are inclusive of all taxes; only shipping costs are added (€6.99 in France, free from €120 of purchase; €9.99 in the rest of the EU), and the total is displayed before you pay.

Contact

How can I reach you?
By email at neliaboutique.contact@gmail.com. We respond within 24 hours, 7 days a week.