FAQ

Every order is packed by hand and dispatched from our atelier within 1–2 business days. Standard delivery then takes about 3–5 business days and express delivery 1–3 business days, depending on your country.

During sales, holidays and new releases, dispatch can occasionally take a little longer. We always do our best to send your order as quickly as possible — if you have a question about your delivery, contact us at customercare@nellyjohansson.com or by live chat.

We ship worldwide with DHL and UPS. Select your country on our shipping page to see the options available to you. If your country isn't listed, email customercare@nellyjohansson.com and we will arrange delivery for you.

It depends on your country. Delivery is complimentary within Sweden and most of Europe. Elsewhere, standard delivery is complimentary on orders over €500. You'll find the exact costs for your country on our shipping page.

Within the EU: no. Prices include VAT and there are no customs duties.

United States, United Kingdom, Australia and Japan: no. Your order is delivered duty paid — all duties and taxes are included in the price.

Other countries: import duties and taxes may apply and are paid by the recipient on delivery.

Every order is wrapped and shipped by us, from our atelier in the archipelago outside Gothenburg, Sweden.

As soon as your order has been dispatched, we email you a tracking number. If you have an account, you can also follow your order there.

Contact us as soon as possible at customercare@nellyjohansson.com. We can change or cancel your order as long as it hasn't left the atelier.

Email customercare@nellyjohansson.com right away with your order number and the correct address. We can update it as long as your order hasn't been dispatched.

Apple Pay, Visa, Mastercard, American Express, Klarna, PayPal, iDEAL and Bancontact. Payment options can vary by country and are shown at checkout.

Prices are shown in your local currency where available. You can change your country and currency at the bottom of every page.

Yes. In selected countries you can pay later or in instalments with Klarna. The options available to you are shown at checkout.

Yes, within 14 days of delivery. Items must be unworn and unwashed, in their original condition and packaging, with all tags attached.

Exchanges are free — we cover the shipping both ways. For returns, the return shipping is paid by you and deducted from your refund.

Register your return or exchange on our Returns & Exchanges page with your order number and email address.

Once your return is confirmed, we email you a return label and instructions. Pack the item(s) carefully in the original packaging, with all tags attached, and drop the parcel off with the carrier.

The cost of our return label is deducted from your refund. You are also welcome to send the parcel yourself, at your own cost — please use a tracked service.

Once we have received and checked your return, we refund you or send your exchange.

Refunds are made to your original payment method within 14 days of us receiving and approving your return.

Your refund includes the price of the item and the original standard shipping cost (not the extra cost of express delivery). The cost of the return shipping, if you used our label, is deducted. Read our full refund policy.

Within the EU there are no duties, so there is nothing to refund.

If you paid duties and taxes on arrival outside the EU, these are not refunded when you return an item. In some countries they can be reclaimed from your local customs authority.

In the United States, United Kingdom, Australia and Japan, duties and taxes are included in the price. When you return an item, the duties and taxes paid on it are deducted from your refund.

In the EU and the United Kingdom: yes. Sale items can be returned within 14 days of delivery, on the same terms as full-price pieces.

In all other countries, sale items are final sale and cannot be returned or exchanged.

No. Custom and made-to-measure pieces are made only for you and cannot be returned or exchanged.

Our garments are labelled in our own sizes, 0 to 4, and some pieces are one size. The size guide on every product page converts our sizes to international sizes, and our full size guide explains how they work.

Open the size guide on the product page. It shows the garment's own measurements — length and width — for each size, in centimetres or inches.

Our pieces are cut with an intentionally relaxed, oversized silhouette. Choose by how you want the garment to fall: your usual size for the intended fit, a size down for a closer fit, a size up for more volume.

Of course. Tell us your height, your usual size and the piece you're looking at, and we'll advise you personally. Write to us on our Client Advisory page, by live chat or at customercare@nellyjohansson.com.

In our own atelier in the archipelago outside Gothenburg. Everything — from the first sketch to making the garments, wrapping and shipping — happens around a single design table. Read more about the atelier.

Every piece is made by hand in our atelier, so there can be slight differences from one piece to the next. That is part of the character of handmade work.

Most pieces are made in very small numbers, and many are one of a kind, so they rarely return. Sometimes we can make another — ask us on our Custom Inquiries page.

Sometimes, yes. If you have seen a piece in one of our lookbooks, send us a custom inquiry and we'll tell you if it can be made again.

Some pieces can be pre-ordered. They are made for you after you order, and the expected delivery time is shown on the product page.

Our care guide explains how to care for every material we use — and each product page links straight to the right part of it.

We would rather mend than replace. If a seam opens or a button is lost, contact us at customercare@nellyjohansson.com and we'll tell you what can be done.

Black fades — that is part of its life. Many of our natural-fibre pieces can be brought back to black at home. See Back to black in our care guide.

Yes. We take on a limited number of custom commissions for private clients — a piece made to your measurements, a piece from our archive, or something new. Share your vision on our Custom Inquiries page.

Yes, by appointment. Request a private visit on our Book an Appointment page and we'll confirm the time and send directions.

Yes. If you're far from Sweden, we can show you the pieces live by video. Request one on our Book an Appointment page.

Every piece is wrapped by hand in our studio. Read more about our complimentary gift wrapping.

No, you can check out as a guest. With an account you can follow your orders and save your addresses for next time.

Select the account icon at the top of the page and sign in with your email address. From your account you can see your orders and manage your details.

Sign up for our newsletter at the bottom of the page. Subscribers are the first to know about new pieces, limited editions and our sales.

Today we sell directly from our atelier and online. We are opening to a small number of selected stores — see Stockists & Wholesale.

We would like to hear from you. Tell us about your store on our Stockists & Wholesale page and we'll get back to you with our wholesale information.

For images, interviews, loans and collaborations, write to us on our Press & Collaborations page.