Contact information
Contact information
Last updated: 3 November 2026 · Version 11.3.2026
Nelson's is the trading name of Top Goods Limited. This page explains who operates this store, how to reach us, and how quickly you can expect a reply. It forms part of our Terms of Service and should be read together with our Privacy Policy and Refund & Return Policy.
Who we are
Store and brand name: Nelson's
Legal entity: Top Goods Limited, a company incorporated in Hong Kong
Business Registration No.: 79613927-000-01-26-4
Registered and correspondence address: Unit A2, 19/F, Max Share Centre, 367-373 King's Road, North Point, Hong Kong
Website: Nelson's
Customer service email: info@trynelsons.com
How to reach us
Email is the fastest and most reliable way to reach us. Every message is logged in writing, which matters when we are changing an order, issuing a refund, or handling a delivery claim. We do not currently operate a public phone line, because a small team cannot answer every call reliably, and an unanswered call is worse for you than a written reply. If you would prefer to speak to someone, email us with your order number, your number, and a good time to reach you, and we will arrange a call-back during business hours.
Customer service hours
Monday to Friday, 9:00 a.m. to 6:00 p.m. Hong Kong time (GMT+8), excluding Hong Kong public holidays. Messages received outside these hours are answered on the next business day. We aim to reply to every enquiry within one business day.
What to include in your message
Your order number, which starts with # and appears in your order confirmation email
The email address you used at checkout, if it is different from the one you are writing from
What you would like us to do, for example cancel, replace, refund, or change an address
Photos, if the item arrived damaged, defective, or incorrect
Including these details usually lets us resolve a request in our first reply instead of asking follow-up questions.
Orders, returns, and refunds
To change or cancel an order, write to us as soon as possible. We process orders within 1 to 3 business days, so an order that has not yet been processed can usually still be cancelled.
To return an item or claim a refund, please read our Refund & Return Policy first. Our 30-day money-back guarantee applies from the date of delivery. Do not ship anything back before we confirm your return, because unauthorized parcels may be refused.
If an item arrives damaged, defective, or incorrect, contact us within 7 days of delivery with a photo, and we will arrange a replacement or refund at no cost to you.
For subscription and refill questions, see our Purchase Options Cancellation Policy. To avoid an upcoming charge, contact us at least 3 days before your next billing date.
Complaints
If you are unhappy with how we have handled an order, a return, or a refund, email info@trynelsons.com with your order number and the word COMPLAINT in the subject line. We acknowledge every complaint within two business days and aim to resolve it within ten business days. If we need longer, we will tell you why and when to expect an answer. This procedure is free of charge and does not affect any right you have to complain to a consumer-protection body, a regulator, or your card issuer.
Privacy and data requests
To access, correct, or delete the personal information we hold about you, email info@trynelsons.com with Privacy request in the subject line. Our Privacy Policy explains what we collect, why, and how long we keep it. We handle personal data in accordance with the Personal Data (Privacy) Ordinance (Cap. 486) of Hong Kong, and we honour applicable rights for customers in the EU, the UK, Canada, and the United States. If you are not satisfied with our response, you may complain to the Office of the Privacy Commissioner for Personal Data in Hong Kong, or to your local data-protection authority.
Wholesale, press, and partnerships
We welcome enquiries from retailers, stockists, media, and creators. Email info@trynelsons.com with Wholesale, Press, or Partnership in the subject line, and include your company, website, and what you have in mind. We reply to business enquiries within three business days.
Visiting us
Our North Point address is an administrative office, not a retail store. We do not offer walk-in sales, order collection, or in-person returns there. Please do not send returns or correspondence to that address without written authorization from us, as unauthorized parcels may be refused or returned to sender.
Legal information
Top Goods Limited is incorporated in the Hong Kong Special Administrative Region of the People's Republic of China. Our Terms of Service are governed by the laws of Hong Kong. If you are a consumer, you keep the benefit of any mandatory consumer-protection laws of the country, province, or state where you live, including the EU and UK 14-day right of withdrawal described in our Refund & Return Policy, and Canadian consumer-protection rights.
Accessibility
We want everyone to be able to shop with us. If any part of the site, the checkout, or this process is difficult to use, email info@trynelsons.com with Accessibility in the subject line and tell us what would help. We will work with you to complete your order another way.
Changes to this page
We may update this page when our contact details or procedures change. The current version, with its Last updated date, is always published here.