A gentle way to stay close.

Something lovely is on its way.

Coming Summer 2026

Questions? hello@nellieconnect.com

Policies & Information

Policies & Information

Customer Service & Contact

We're here to help. If you have any questions about your Nellie device or the Nellie Connect app, please get in touch:

We aim to respond to all enquiries within 1 working day.

About Nellie

Nellie is a ready-to-go device designed to help families stay close to the people they love. Nellie Connect is the free companion app (iOS and Android) that lets family members send content to the Nellie device.

Nellie Connect is provided by Nellie Connect Ltd, a company registered in England and Wales.

Refund & Returns Policy

We want you to be completely satisfied with your Nellie purchase:

  • Devices may be returned within 14 days of delivery in their original condition and packaging
  • To initiate a return, email support@nellieconnect.com with your order number
  • Refunds will be processed within 5–10 working days of receiving the returned item
  • Return postage costs are the responsibility of the customer unless the item is faulty or incorrect
  • If you have a billing dispute, please contact us so we can resolve it promptly

Terms & Conditions

By using Nellie Connect, you agree to the following terms:

  • The app and device are intended for personal, non-commercial use
  • You must be 18 years or older to create an account and purchase a device
  • You are responsible for the content you send through the app — it must not be offensive, harmful, or illegal
  • We reserve the right to suspend accounts that violate these terms
  • We may update these terms from time to time; continued use constitutes acceptance of any changes
  • The service is provided "as is" — while we strive for reliability, we cannot guarantee uninterrupted access

Privacy

We take your privacy seriously. Photos, messages, and personal information shared through Nellie Connect are stored securely and are only accessible to authorised family members linked to the device. We do not sell or share your data with third parties for marketing purposes. For more details, contact support@nellieconnect.com.