FAQ
From orders and shipping to returns and exchanges, here's everything you need to know about shopping at NEUF, all in one place.
Returns
What is the return policy?
Need to exchange or return your purchase? We're happy to help!
You have up to 30 days from the delivery date to make your decision. Please note: We are not responsible for paying any customs fees (import duties or taxes) for exchanges. You are responsible for all costs and fees associated with returning your order. Please be sure to retain your proof of shipment until your order has been returned to our warehouse. We cannot process any issues if you cannot provide a tracking number or proof of shipment. Returns and exchanges are quick and easy.
All returned items must be unworn, unwashed and in original condition with tags still attached.
Items must be returned in their original packaging.
We do not accept returns on the following products:
- Underwear (including socks)
- Certain discounted items marked as Final Sale and not eligible for refund or exchange
- Items that have exceeded the 30-day return period
- Items that have been worn or damaged without prior notification to our customer service – these returns will be refused and the products will be destroyed
Bundles/Multipacks: Bundle products must be returned as a complete set, including all individual items, tags, and the original packaging that came with the bundle. If any individual items are missing or damaged, the return may be refused.
Buy-one-get-one and buy-one-get ...
How can I request a return?
Need to return something? Visit our Returns page and follow the steps.
How can I return my order?
Returns or exchanges? No problem. At NEUF., you always have the option to exchange your clothing or opt for store credit instead of a refund. This way, you can still find your favorite item later. Check our Returns page.
What is the return period?
If you're not satisfied with your purchase, you can return it within 30 days of receipt for a full refund, with a shipping fee depending on the country of shipment. This fee will be deducted from your refund.
What are the costs for a refund?
Returns are at your own expense, depending on the courier and the country from which you return your package to our warehouse in Belgium.
How long does a refund take?
After dropping off at the post office, your return will first be taken to a collection hub and then to our warehouse for inspection. You can track the status of your return through our returns portal.
Refunds are made in two ways:
(the fastest option – 2 to 3 business days after processing)
(average 7 to 10 working days)
Once your return has been processed and the refund has been initiated, you will receive an email confirmation.
Dispatch
How can I track my order?
We aim to process and ship orders within 24-48 hours of placing them. Once your order has shipped, you'll receive an email with tracking information.
Do you offer free shipping?
Yes, we offer free shipping on orders over 75 EUR.
What are the shipping costs?
Shipping costs vary by country and order value.
How long does delivery take?
Our usual delivery time is 1-2 business days. We do everything we can to optimize our delivery times and provide the best possible service. Because we strongly value the personal touch, we invest a great deal of time in every package we create and ship.
If you ordered on the day of a launch, your package may take a little longer to arrive due to high demand.
Always double-check that you haven't placed a PRE-ORDER order. If so, the delivery date is always listed with your item. Please note that this is a guideline, and we can never guarantee it 100%.
Can I change or cancel my order after placing it?
Please let us know as soon as possible if you want to cancel or change your order. If the package hasn't yet been scanned by the carrier, we may still be able to make some adjustments.
If you have already received a tracking number, it is best to contact the carrier directly regarding any changes.
What if my package is delayed or lost?
If your order hasn't arrived within the expected delivery time, please contact our customer service team. We'll work with the carrier to resolve the issue.
I placed an order but didn't receive a confirmation email. Did my order go through?
If you've followed all the steps correctly and the payment was successful, then we have received your order 99.99% of the time. Confirmation emails sometimes end up in your spam folder, so please check your spam folder. You'll find your order there, as well as the track & trace information to track your order.
Always check whether you have logged in with your account and provided an email address.
Do you ship internationally?
Yes, we ship internationally. You can check this at checkout or on our "Shipping" page. Check this page to see if we deliver to your address. Shipping costs and delivery times are calculated at checkout based on your location.
Do I have to pay import duties or taxes?
Depending on the country's regulations, import duties and taxes may apply. These will be clearly displayed at checkout, if applicable.
Other
Why can't I add my discount code?
You can only use one discount code per order. Other activated codes remain valid and can be used on future orders. Discount codes cannot be combined with sales.
Can I return sale items?
We do not accept returns on the following products:
- Underwear (including socks)
- Certain discounted items marked as Final Sale and not eligible for refund or exchange
- Items that have exceeded the 30-day return period
- Items that have been worn or damaged without prior notification to our customer service – these returns will be refused and the products will be destroyed
Bundles/Multipacks: Bundle products must be returned as a complete set, including all individual items, tags, and the original packaging that came with the bundle. If any individual items are missing or damaged, the return may be refused.
Buy-one-get-one and buy-one-get ...
I bought your product elsewhere, can you help me with a complaint?
We can only help customers who purchased our products through our official website . If you purchased something from us through another store and have a complaint, we'll gladly refer you to that store for assistance.
What if my items arrive damaged?
I received a free gift with my order, but now I want to return something and I'm no longer eligible for this gift. What should I do?
If you'd like to keep the gift and send us your return, you're welcome to do so. This will be deducted from your refund.
I just received my order, but a piece was missing. Is this a mistake, or will it be reshipped?
If a piece was missing, it might have been out of stock and you'll be refunded, or it might have been reordered and shipped to you later. If you don't hear from us, there's been a mistake, and you can definitely email us.