Returns

RETURNS & EXCHANGES

If for any reason you are not completely satisfied with your purchase, we will happily accept a return for an exchange or item refund.

Returned items must be received within 14 days of receipt for all UK orders and within 30 days of receipt for international orders.

 

How to make a return:

  1. Please ensure when returning an item that you repackage the items with care. Any items returned must be received back in its original condition. Meaning that it has to be unworn with no signs of wear, no make up, undamaged, no hairs inside and out of the item, no perfume or deodorant smells, no tags removed etc. Items will be inspected upon receipt.
  2. Please complete the returns form below the invoice with your returned item to enable us to identify you and to enable us to process your returns quickly. If you do not include this form we will not know you are and will make the refund/exchange process longer
  3. We always recommend returning your items via a recorded service as we unfortunately cannot be held accountable for any items that we do not receive.

 

The return address is:

Neykay London
Unit 2
Ireton Avenue
Leicester
LE4 9EU
UK

How long does a refund take?

We aim to process all returns within 5-7 working days of delivery to us, at which time we will issue a refund or exchange and will follow up with a return confirmation email.  All refunds will be processed through PayPal unless a payment was made via a credit/debit card in which case your refund will be debited back to your card. Please note we do not contact you as soon as your item arrives back to us. We will contact you only once your refund / exchange has been processed in 5-7 days time.

 

Shipping fees

We regret to inform you that any original shipping fees or return shipping charges are non-refundable unless the error was made by us.  In the rare event that you do receive an faulty or incorrect item, please do contact us immediately. We will work with you all the way to ensure the best customer service.

 

What condition should the returned item be returned?

Simply put – immaculate! We want it the way we sent it to you.

 

I have received a faulty item

We are sincerely sorry if you have received a faulty item from us. We can only assume this occurred during the manufacturing process and really sorry for this oversight. Please send us an email so we can arrange another item to be sent out to you immediately

 

Received a wrong order

We are genuinely sorry if we have made an error with your order. Please send us an email so we can resolve this for you immediately.

 

Do I have to pay for return postage?

Unfortunately we are unable to cover return postage costs unless your item is faulty. Customers are encouraged to keep proof of postage as we are not responsible for returns lost in the post. If you paid for shipping at the time of your original order, you will not be credited the cost of shipping when we receive your return.

 

Have you received my return?

Please allow up to 7 working days for your item to be returned to us. We will send you a confirmation email once your return has been processed.  If you have not received any communications from us after 7 working days, please contact us with your order number and details of the items returned and we will respond as soon as possible.