Refund policy

You have 14 days from delivery to notify us that you wish to return an item. From date of notification, you then have 14 days to ship the item back to us. Unfortunately, returns outside of these timeframes will not be accepted.

Please email hi@neuestore.uk with your order number in the message title, reason for return and we will issue a return number. Please make sure to use a tracked and insured service, as responsibility for any lost or damaged items is with the customer. 

All items must be returned unworn and exactly as dispatched, including all original packaging, tickets and tags. No returns will be excepted for items used or worn (this includes fragrance/ scent smells), we just cannot resell on as 'new'. Returns will be inspected and if cleared for resale, a refund will be issued by the same method of payment. Return shipping costs are the responsibility of the customer.

Jewellery and underwear (inc socks) are shipped as 'final sale' and are not returnable for hygiene reasons. Please email with any questions around this before buying if at all unsure, we will always try to help.

Should a delivery contain an error or a damaged product, please notify us by email within 48 hours of delivery with an image and description of the problem and we will do our best to replace/ arrange a replacement/ a return and refund. Shipping costs on any faulty/ damaged items will be paid by us.

As a business we really try to limit the impact of excess shipping, returns and packaging. We all have a small part to help reducing unnecessary waste where we can. If we can offer any advice before ordering to help get your selection right, please drop us a message at any time, we are available Mon - Fri between 10am -5pm.