Orders and products
Can I change my shipping address?
Put in the wrong address or need to cancel your order? You’ve got a 2-hour window to make changes. Just head to account.hellonancy.com, log in with the same email you used at checkout, and click on your order to make changes. If it’s been a bit longe
What do I do if I receive the wrong item in my order?
We are sorry to hear you received the wrong item in your order! We can imagine how frustrating this might be. Please reach out to the Care team at [email protected] and they will do their best to assist you. Please include a photo of the item recei
Can I cancel my order?
Put in the wrong address or need to cancel your order? You’ve got a 2-hour window to make changes. Just head to account.hellonancy.com, log in with the same email you used at checkout, and click on your order to make changes. If it’s been a bit longe
What payment methods do you accept?
We offer multiple convenient payment options including credit cards, Shop Pay, Apple Pay, and Klarna to make your checkout experience seamless.
Can I edit or add anything to my order?
Put in the wrong address or need to cancel your order? You’ve got a 2-hour window to make changes. Just head to account.hellonancy.com, log in with the same email you used at checkout, and click on your order to make changes. If it’s been a bit longe
What’s your return policy?
💛 Your satisfaction genuinely matters to us — it's the reason we built Nancy. 1. Unopened Products (within 30 days). Changed your mind? No problem. You can:. Due to hygiene and safety standards, returns must be in their original sealed packaging. 2.
How do I make a return?
We genuinely care about your experience with us — your satisfaction is at the heart of everything we do. If for any reason you’re unhappy or change your mind about an unopened product within 30 days, we’ll gladly exchange it for something that suits
My toy isn't working properly.
Firstly, we are dissapointed to hear that your toy isn't working as intended. However, we are here to help solve your issue as soon as possible! Before you contact us, here are a few tips to check that might help get your toy working again. 1. Ensure
What is the warranty period for products?
We’ve got you covered! All of our products come with a 12-month warranty. If your item is defective within this period, we’ll happily replace it at no extra cost.