Return Policy

Our Return Policy

You have 7 days to return an order after receiving it. If you change your mind or the product you receive is not what you expected, please contact us before returning the item.

Unless arrangements are made with us, you are responsible for the costs of the return. Please note that exceptions may apply for the return of certain custom-made, hygienic and other products. If you have any questions please contact us. 

Instructions For Returning Goods

If you wish to make a return, send us an e-mail containing your name, address, e-mail address, the order number and a specification of which items that the return relates to. Returned item shall be shipped within 7 days of the date of the notification.

SHOES

Please return all items including the dust bag and box. If you are still deciding whether to keep your new shoes, if possible, please stand on a carpeted or clean surface when you try them on in order to protect the soles. We reserve the right to either accept or reject a refund if the labels under the sole are damaged.

CLOTHING

Please return all items including dust bag and box. Please be sure you are completely satisfied with your purchase before removing any tags as the tags must remain attached to receive a refund or exchange. Please take care when trying on garments as all products must be returned in a new, unused, undamaged, and unwashed condition.

You are responsible for any damages incurred on the item during the return shipment. We strongly recommend that you send the products well packaged, in good condition and in their original box and/or packaging. If possible please provide us with a tracking number for return shipment.  

If a return item is shipped internationally, mark as "RETURNED GOODS" to avoid any Customs charges. We are not responsible for any charges imposed on packages returned by Customs. 

Unless otherwise agreed upon, the refund will be processed through the same payment method of the original purchase. We will notify the buyer if the product or packaging is found used or damaged as we reserve the right to deduct any depreciation in value when refunding the product.

All enquiries please e-mail to: theneutralstudio@gmail.com