Order Issues

I need to make a change to my Nuuly order.

We're unable to make any changes once your Nuuly is confirmed.

I received a damaged item in my Nuuly.

We will always make it right when you receive a damaged item. Fill out our Contact Us form with all the details and our Customer Support team will reach out right away to help.

I received a different item, color or size than I ordered.

If you received a different size, color or item than you ordered, please fill out our Contact Us form with all the details and our Customer Support team will reach out right away to help. In order to offer the number of items and price point we offer with our plan, we're not able to swap out any items because of fit issues.

Why did I receive a different item than I ordered?

We may occasionally have to substitute an item in your Nuuly due to inventory issues. We will always email you to let you know we've substituted an item and we try to make sure it's something you'll love just as just as much—or even more. We apologize for the surprise—we know not everyone loves surprises—and will add a little something extra to your account: a bonus item. You can use it in any upcoming Nuuly you'd like—bonus items expire within 90 days.

I never received my Nuuly delivery.

If your Tracking Info was just updated to “Delivered”, you may not see your package for another 24-48 hours. If it’s been past that point, definitely let our Customer Support team know and they’ll investigate further for you.

I have a UPS-related issue.

Let us know about any delivery or tracking issues you may be having and our Customer Support team get to the bottom of them for you.

Nothing fits. What do I do now?

We're so sorry to hear this—because we carry so many different designers, there is a chance that your items may all fit a bit differently. In order to offer the number of items and price point we offer with our plan, we're not able to swap out any items for fit.

How can I manage my email settings and notifications?

You can control your email and text notifications from the Notifications section of the My Account page. Because we want to make sure you know where your Nuuly is at all times, you can't opt out of order-specific emails, but everything else is up to you.

Help! I’m having trouble logging in.

If you’ve been logged out of your account and want to log back in, be sure to have your cell phone handy. Type in your phone number when prompted and we’ll send you a text with a unique code to log you in. Once you type in the code and you’ll be logged in. If your phone is in a battery dead situation, that’s okay too. You can follow the same steps with the email address associated with your account.

Can I buy a Gift Card?

We don’t currently have gift cards available for purchase, but stay tuned.

How do I redeem my promo code?

You can add a code right within the Rewards + Codes section of My Account. Just copy and paste your code and you’ll see the discount reflected on your next subscription payment.

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