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Returns & Exchanges

All sales are final at time of checkout. We do not not offer refunds or exchanges for change of mind. Orders cannot be amended or cancelled after they have been placed. 

Earrings are not eligible for exchange or refund due to hygiene concerns. This is unless the product was received damaged/faulty. Our products are carefully made and thoroughly inspected before shipping.

Once you report a damaged/faulty product, we will launch an investigation to trace the cause of damage. Where the fault lies with us, an offer to repair the item or 1-to-1 exchange will be made. A refund or store credit will be issued if the product is deemed to be beyond repair/a replacement of the same item is unavailable. If a product has been found to be worn, used or tampered with, the request for exchange/refund will no longer be entertained and the product will be disposed of immediately. 

A return for any faults will only be considered if you notify us within 7 calendar days of receipt (including the day you receive the order) and lodge an official request to perform the return with us at hello@theneuve.com. We will issue you with a Returns Note which you must fill and include with your return.The return must be received by us within 28 days of us opening a return request for you. Items sent to us without a Returns Note will not be considered for exchange/refund and will be disposed off without notice.

Ensure that you perform the return using a delivery method that allows tracking, retain the proof of postage and take note of the tracking number. Neuve will not be responsible for items lost in transit to us. Send us the proof of postage and tracking link and number to hello@theneuve.com.

All refunds will come in the form of store credit. No exceptions will be made. 

Store credits have a validity period of 1 year from date of issue. 

Make a Return

  1. Email us at hello@theneuve.com to obtain a Returns Note within 7 calendar days including the day you receive your order.
  2. Fill out the Returns Note and include it in your return parcel.
  3. Once your refund/exchange request has been initiated, we will provide you with details of the return address.
  4. Once your return is received, we will notify you by email and process your refund/exchange within 14 business days. Refunds are made in the form of store credit. The final amount credited to your Neuve account will be less any promotions and or discounts used in your order.

Other Terms & Conditions (Returns)

Late or missing refunds 
If you have not received your store credit 14 days after receiving our confirmation of the receipt of your return, please contact us at hello@theneuve.com.

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive store credit in equal value of your return.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Neuve gift cards are not eligible for refunds.

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