Exchanges & Returns
EXCHANGES & RETURNS
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You may inspect and try on your purchase as you would in a shop. While deciding whether to keep it, please handle the garment with care and protect it from make-up, marks, perfume, odours and damage.
Please notify us of your intention to return or exchange an item and send it back within 14 days of receiving your order.
Please register your return or exchange through our online portal:
You will need your four-digit order number, preceded by a hashtag—for example, #1234
Customers are responsible for arranging and paying for return delivery. We strongly recommend using a tracked service and retaining proof of postage until your return or exchange has been completed, as Neve & Noor cannot accept responsibility for parcels lost or damaged in transit.
Returned garments must be:
- Unworn, other than being tried on
- Unwashed and unaltered
- Free from make-up, marks, perfume and other odours
- Returned with all original tags and accessories attached
- Carefully folded and securely packaged
- Returned with the original belt, where applicable
Every returned item is carefully inspected by our team. Where a garment has been handled beyond what is reasonably necessary to assess its fit and appearance, resulting in a reduction in value, the item will be sent back to the client and a refund shall not be processed.
Exchanges
Exchanges are subject to stock availability. Please note that we are unable to reserve or hold replacement items while your return is in transit. An exchange can only be confirmed once the original garment has been received, inspected and approved by our team.
Where stock is limited, we recommend placing a new order for your preferred size or style and returning the original item for a refund. This is the best way to ensure you do not miss out.
Once your returned item has passed inspection, we will arrange for the replacement to be dispatched. Should your requested item no longer be available, we will contact you to discuss an alternative or issue a refund to your original payment method.
Refunds
Once your return has been received, it will undergo a quality inspection. We aim to process approved refunds within seven days and no later than 14 days after receiving the returned goods.
Refunds will be issued to the original payment method. Depending on your bank or payment provider, it may take a further 7–10 working days for the funds to appear
UK Return Shipping
The cost of returning an item for a refund is the customer’s responsibility.
Please retain your proof of postage until your return has been received and processed. Neve & Noor cannot accept responsibility for parcels lost or damaged during return transit.
UK Exchanges
UK exchanges are complimentary through our returns portal and remain subject to stock availability.
Your replacement will be dispatched using Royal Mail Tracked 48 once your original item is confirmed as being in transit.
You will receive a shipping confirmation and tracking number when the exchange has been sent.Items We Cannot Accept as Change-of-Mind Returns
We are unable to accept returns of garments that have been:
Altered, personalised or made to an individual specification
Worn beyond being tried on
Washed, damaged or improperly stored
Marked with make-up, deodorant or other substances
Returned with strong perfume, smoke or other odours
Returned incomplete or without an accompanying belt or accessory
Personalised or altered items may be excluded from the usual change-of-mind cancellation right, but this does not affect your rights where an item is faulty or not as described.
Sale and sample-sale purchases remain subject to applicable statutory rights. Online sale items cannot be excluded from cancellation rights simply because they were reduced in price.
Returns That Do Not Meet Our Conditions
We do not ordinarily issue refunds for items showing clear signs of wear, damage or handling beyond what is reasonably necessary to try them on.
Where a return does not meet the conditions above, we will contact you to explain the reason. You may be asked to arrange collection or redelivery at your own cost. We cannot hold rejected returns indefinitely and are not responsible for them once you have been notified and given a reasonable opportunity to arrange their return.
Faulty or Incorrect Items
In the rare event that you receive an incorrect, damaged or faulty item, please contact us as soon as possible at customerservices@neveandnoor.com, quoting your name and order number and providing clear photographs of the issue.
Where possible, we ask that faults are reported within 14 days so that we can resolve the matter quickly. However, this request does not limit your statutory rights.
We will review the item and arrange an appropriate repair, replacement or refund. Please do not return a faulty item before contacting us, as we will provide return instructions and cover the appropriate return cost.
The following would not ordinarily be considered manufacturing faults:
Fair wear and tear
Accidental or deliberate damage
Damage caused by misuse or negligence
Failure to follow the garment-care instructions
Inappropriate washing, storage or maintenance
Alterations or repairs carried out without our authorisation
UK customers must receive the appropriate remedy when goods are faulty, not as described or unfit for purpose, and these rights cannot be removed by a retailer’s returns policy.
International Returns
International returns must be registered through our online portal and sent at the customer’s expense using a reliable, tracked service. Please retain your postage receipt and tracking information until your refund has been completed.
Neve & Noor cannot refund customs duties, import taxes or charges paid directly to local authorities.
Please clearly describe the parcel on all customs documentation as:
“BRITISH RETURN GOODS – CLOTHING”
Include your original order number on the return label and customs invoice. Any customs duties or processing charges incurred because the return paperwork has been completed incorrectly may be deducted from your refund where legally permitted.
For any further questions regarding a return or exchange, please contact customerservices@neveandnoor.com.
