Return Policy
Full-Priced Items:
We accept returns on full-priced items within 14 days of delivery for a refund, exchange, or store credit.
Pre-Order & Made-to-Order Pieces:
Due to the bespoke nature of these pieces, we can only offer exchanges or store credit for pre-order items, unless deemed faulty.
Sale Items:
All sale items are final sale and cannot be returned or exchanged unless faulty.
Conditions for Returns
To be eligible for a return:
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Items must be returned within 14 days of delivery.
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Items must be unworn, unwashed, and in original condition, with all tags and packaging intact.
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Returns must be accompanied by the original order confirmation or receipt.
We reserve the right to refuse returns that do not meet these conditions.
How to Return
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Email us at neelo.scholz@neelo.co with your order number and reason for return.
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We’ll respond within 1–2 business days with return instructions.
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Return shipping costs are the responsibility of the customer, unless the item is faulty.
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We recommend using a tracked service as Neelo is not liable for lost returns.
Refunds
Once your return is received and approved, refunds will be processed to your original payment method within 5–7 business days. You’ll be notified via email when this is complete.
Exchanges & Store Credit
If you’d prefer to exchange your item or receive a store credit, please let us know in your returns request email. Store credit is valid for 12 months from the date of issue.
Faulty Items
We quality check every piece, but if you receive an item you believe to be faulty, please contact us within 7 days of delivery at [returns@yourbrand.com] with photographs and a description. We will arrange a replacement, repair, or refund as appropriate.
We design pieces to travel with you beautifully — and we want your experience with us to be just as seamless.