RETURNS & EXCHANGE
What’s your return policy?
Every garment/product in the store is "Custom or Personalized" merchandise. Due to the custom nature of the store items, We are unable to accept returns for fitting issues, delivery/transit times, or buyers remorse.
We would be happy to process returns for items arriving damaged, defective, or if the wrong item was shipped to you.
Shipping costs for returns are non-refundable and at the expense of the buyer. All returning items must be received in the unused condition.
A stocking fee may be associated with your return, contingent upon the condition the item was returned. This fee may vary from 25% - 50% of your overall purchase price!
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items / size or damaged items. If any of these apply, please contact us with photos of wrong/damaged items and we’ll sort that out for you via refund or re-shipping.
Wrongly ordered sizes won’t be eligible for refunds from us. We make everything on demand, so requesting a size exchange would mean producing an entirely new product.
Can I exchange an item for a different size/color?
At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the Sizing page - product description section. however, if you got the wrong size and like to order the same item in a different size we can offer you a 25% discount on your order
Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know via our contact page within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!
Order was lost in transit
let’s talk about lost orders. All of NeonRumors shipping methods have tracking, although the accuracy may differ for some carriers. If it’s past the estimated delivery date and you still hasn’t received their order, the package might be lost in transit. please contact us at firstname.lastname@example.org with your order info and tracking details.
Notification for EU consumers
According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. the supply of goods that are made to the consumer's specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons,
therefore NeonRumors reserves rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
What happens if a package wasn't delivered to me, but the tracking states that it was?
There may be cases where the delivery was made, but the package was left in an unexpected location at the customer's address. Customers should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch."