Returns & Refunds
01. Returns
We will be happy to offer a refund or accept returns for damaged products. Our refund and returns policy lasts 30 days. We take great care in packaging our posters, but if you receive a damaged product, please contact us within 30 days of receiving it, and provide proof of damage. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional non-returnable items:
- Gift cards
- Downloadable products
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
02. Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed as soon as possible.
- Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Next contact your bank. There is often some processing time before a refund is posted.
After that, please feel free to contact us at order@nelnel.art.
03. Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at order@nelnel.art and send your item to:
Ravelstraat 5-4, 6815HA, Arnhem – the Netherlands.
04. Shipping returns
To return your product, you should mail your product to:
Ravelstraat 5-4, 6815HA, Arnhem – the Netherlands.
Please know that you will be responsible for paying for your own shipping costs for returning your item.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, please consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
05. Need help?
NelNel is here to help you so you will receive the right items you want. Contact us at order@nelnel.art for questions related to refunds and returns.
Shipping & Delivery
At NelNel, you are ensured a smooth and reliable shipping experience. Please read NelNel’s shipping policy below for important details:
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Shipping Methods: We are proud to partner with Cycloon for domestic shipments within the Netherlands, with most deliveries made by bike. For shipments to other European countries, we will work with our carrier to provide the best shipping options for you at low prices.
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Shipping Zones: We currently offer shipping within the Netherlands for domestic orders, and within Europe for international orders.
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Shipping Costs: For domestic orders within the Netherlands, we offer a fixed shipping price. Shipping costs for international orders may vary depending on the destination. Rest assured, we will work with our carrier to ensure that you receive your poster as soon as possible for the best possible price.
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Processing Time: Our estimated delivery time is 7-10 working days, as we may need to produce the posters before shipping. However, please note that external factors may impact delivery times. We will always communicate clearly and honestly about the expected delivery time.
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Order Tracking: We provide order tracking for all shipments through our shipping partners, so you can easily track the progress of your order.
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Returns and Refunds: We will be happy to offer a refund or accept returns for damaged products. Our refund and returns policy lasts 30 days. We take great care in packaging our posters, but if you receive a damaged product, please contact us within 30 days of receiving it, and provide proof of damage. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
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Customer Responsibilities: Please ensure that you provide us with accurate shipping addresses during checkout.
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Contact Information: If you have any questions, concerns, or inquiries about shipping, please don’t hesitate to reach out to us at order@nelnel.art.
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Sustainable Packaging: We are committed to sustainable shipping practices and will use minimal packaging materials while ensuring that your poster is packaged with care. We kindly request that you also open your package carefully to minimize waste. Please join us in our sustainable goals and reuse, reuse and recycle our packaging.
We hope this shipping policy provides you with the necessary information about our shipping practices. If you have any further questions or need additional assistance, please feel free to contact us. Thank you for choosing NelNel!