Refund policy

RETURNS & EXCHANGES POLICY — NEONHOPEXKIKIITO

We hope that you will be satisfied with all products that you purchase from us. If for any reason you are not, we are more than happy to offer an exchange, credit coupon or full refund for non-sale items. All discounted ‘sale items’ are non-refundable and a store credit coupon will be issued for use on your next order. This does not apply to items purchased with a promotional code.

All orders are shipped with a return form. Please ensure you read our returns policy before proceeding to return an item; this is important for ensuring your return is compliant with our policy, as we may refuse your request if it does not meet the required criteria. To return an item, please complete the included return form and place it in your parcel. Please return the parcel to the address provided on the form.

Returns

UK Customers have 14 calendar days from the date the merchandise is shipped from our studio to return any purchases in a resellable condition. Returns are unavailable on international shipping options. The original cost of shipping and handling is not refundable. All costs associated with returning merchandise to Neonhopexkikiito are the sole responsibility of the customer. We recommend items are returned using Royal Mail’s 1st class recorded, or 2nd class recorded service.

Merchandise returned outside of our 14-day policy will not be accepted. Refunds are issued within 15 working days following the receipt of the goods. Store credits may be issued in certain instances and may be redeemed against future purchases. In other cases, the amount may be refunded to the original credit card on file within two business days. It may take up to five business days for your financial institution to credit your account.

Returns received outside the above time frames may be accepted at the discretion of Neonhopexkikiito and will only be refunded as a store credit.

How to return an item

Please email info@neonhope.com and include:

  • Your Name

  • Your Order Number

  • Item you wish to return (product name and colour)

Please ensure you read our returns policy before proceeding with a return; this is essential to ensure your request meets all required criteria.

To return an item, complete the included return form and place it in your parcel. Return the parcel to the address provided on the form.

Exchanges

Exchanges are accepted within 14 calendar days from the date your merchandise is shipped from our warehouse. All exchange requests must be made within 7 days of receipt of your product. Items must be returned in new and re-saleable condition. Exchanged merchandise must meet the same requirements as returned merchandise above.

Exchanges are unavailable with international shipping options. There will be a shipping charge for actual shipping fees per exchanged order, and this will be billed to the customer. All costs associated with the return of any merchandise to Neonhopexkikiito are the responsibility of the customer.

How to exchange an item

Please email info@neonhope.com with:

  • Your Name

  • Your Order Number

  • Item you wish to exchange (product name and colour)

Please return the goods after completing the provided return form and marking “exchange” on the form. Post the item to the address provided on the form.

Once we have received your goods and exchange email, an exchange order will be loaded into our system and your items will be processed and dispatched in accordance with the shipping times applicable to that item.

We recommend items are returned using Royal Mail’s 1st class recorded or 2nd class recorded service.

Neonhopexkikiito is not responsible for any merchandise lost or damaged in transit.

Returned Products Requirements

Returned merchandise is immediately inspected in our studio upon receipt. Any signs of use, damage or scents not consistent with new merchandise will be returned at the customer’s expense. Under no circumstances will we accept items that are soiled in any way.

Merchandise received and ready for immediate re-sale will be accepted, and an exchange, refund or store credit will be administered in line with our refund or exchange policy. Shipping and handling fees are not refundable.

Returned Merchandise Important Notes

  • There must not be any signs of use.

  • All original hang tags and display tickets must still be attached.

  • All products must be contained in original packaging.

  • Items must not be contaminated with smoke or perfumes.

  • Returned merchandise must be in new and unused condition.

Returns Policy for Sale Items

Please follow our normal returns policy above.
Please note: we only offer store credits for the return of sale merchandise that is merely unwanted.

Damaged Merchandise

If you receive merchandise that has been damaged in transit or has a fault, please email us at info@neonhope.com and we will send you a return authorisation email.

Any items that have been worn will not be accepted or returned.