FAQ

SHIPPING

Which countries do you ship to?

We ship to all EU countries as well as the United Kingdom, Switzerland, The United States of America and Israel.
If you live somewhere exciting that’s not in the list yet, we’re very sorry. Hopefully, we will be able to ship to your country in the near future!

To which countries do you ship DDP?

We currently ship DDP to the United States, Israel, the United Kingdom and Switzerland under DDP (Delivery Duties Paid) incoterms. This means that when placing orders for delivery to those destinations, you will be asked a contribution to import duties and shipping at checkout. We will handle all the custom documentation for you and you won’t be charged at reception of your parcel.

How long will it take for my order to arrive?

We aim to process and dispatch all orders within 2 to 3 business days. When your order is dispatched from our warehouse you will receive a shipping confirmation with your tracking number and estimated delivery date. Our warehouse only operates during business hours, Monday to Friday.

I would like to change the shipping address of my order, what should I do?

Have you already placed your order? Please contact our customer service at customerservice@neutra.com or  contact us by phone/text at +31652007871 as soon as possible. We will then check if it’s still possible to change the delivery address.

In order to guarantee fast processing, orders are getting directly to our central warehouse so they can be packed and shipped as soon as possible. When your order is paid and processed, it is unfortunately no longer possible to make adjustments.

I did not receive my order. What should I do?

If you haven’t received your order within the expected delivery time, please contact our customer service at customerservice@neutra.com or  contact us by phone/text at +31652007871 within 30 days* from the date the order was placed.

*After this period of time, we are not able to claim any lost orders.

How can I track my order?

When your order is dispatched from our warehouse you will receive a shipping confirmation with your tracking number. If you have not received this email you can check your spam folder to see if the email has accidentally ended up there. You can also find the tracking number in the orders history of your customer account if you created one. If you cannot find your shipping confirmation please contact our customer service at customerservice@neutra.com or  contact us by phone/text at +31652007871 and we will further assist you.

How do I collect my package?

Your parcel will be delivered to the address used when placing the order against signature. If you are unavailable when the carrier arrives they can either make another delivery attempt on the next working day or deliver the parcel to a service point.*

*Packages that could not be delivered correctly will be sent back to our warehouse. We cannot resend your package once it has been returned to us, a new order must be placed.

Is my package insured?

The insurance covers accidental damage and/or missing item(s) during the shipment process. Due to the nature of international shipping, damage and/or missing items during transit cannot always be entirely avoided or predicted. Should such a situation occur, please contact our customer service within 48h at customerservice@neutra.com or contact us by phone/text at +31652007871. Please refuse the parcel or make clear mention of the damages when signing and we will contact the shipping company directly to claim financial compensation.

Where do you ship your sneakers from?

All orders placed on our website are shipped from our central warehouse in France.

The warehouse is closed during French Bank Holidays, find the deviating dates below. Please add 1-3 business days to the delivery terms during these days.

01/Jan

New Year's Day

18/Apr

Easter Monday

01/May

Labor Day / May Day

08/May

WWII Victory Day

26/May

Ascension Day

06/Jun

Whit Monday

14/Jul

Bastille Day

15/Aug

Assumption of Mary

01/Nov

All Saints' Day

11/Nov

Armistice Day

25/Dec

Christmas Day

 

RETURNS AND EXCHANGES

What is your return policy?

- All products must be returned within 14 days since the order was received.
- All products must be returned in their original condition, unworn, unused, with original hangtags and in their original packaging.

*This applies to all products on our website, including products on sale.

We have a free return policy for EU countries. Outside of EU, please send the 

How do I return my order? 

If you are not happy with your purchase and wish to return an(y) item(s), please return your order within 14 days from receiving your order.
To return an item, contact us at customerservice@neutra.com with the order number mentioned on your order confirmation email and your email address.
Precise the item(s) you wish to return and the reason. Our customer service will assign the best available carrier for your return if you are located in the EU.
We will provide you with a return number and label: Print your return label and attach it to the outside of your package. Drop your package off at your nearest postage point. If you are living outside of the EU, ship the item(s) back using the courier of your choice.


Always keep your proof of shipment until your return has been processed. Once we have received your return, we will do our best to process it quickly. As soon as your return is processed, we'll send you a confirmation via email. 
 
*Non-EU countries only: Neutra will provide you with a commercial invoice for returned goods that is mandatory for customs. Please insert 3 copies of the return invoice on the outside of your package, inserted in a pouch preferably. Remember to bring your invoice to declare the value of the item(s) you are returning. Neutra is not responsible for incorrect mailing or excess fees.

Can I use another carrier to return my order?

Unfortunately we cannot accept returns that have not been sent with our prepaid return label and the carrier indicated on the label. If you have returned your order with your own choice of carrier, we will not receive the parcel to our warehouse nor be able to refund your order.

*Please note that Neutra will not be responsible for any shipping costs or lost packages when return orders haven’t been sent with our prepaid return label and through our selected carrier.

Can I return my products for an exchange?

If you wish to exchange your order you simply return your unwanted item(s) and place a new order online. We hope to be able to provide a standard exchange service in the future.

ORDERS

How do I know you received my order?

When you place an order at neutra.com, we will send you first an order confirmation to your registered email address and then a shipping confirmation when your order is dispatched from our warehouse. If you haven’t received them, please check your spam folder. You can also find it in the orders history of your customer account if you created oneIf it’s nowhere to be found, please contact our customer service at customerservice@neutra.com or  contact us by phone/text at +31652007871 and we will further assist you. 

Can I change or cancel my order?

Once your order has been successfully placed, we cannot issue changes or cancellations on your order. Once you have received your unwanted order, please return this back to our warehouse in accordance with our return section for a full refund.

I have received a faulty order, what should I do?

We are sorry that you have received a faulty order. Please contact our customer service at customerservice@neutra.com or  contact us by phone/text at +31652007871. with photos and your order number and we will further assist you.
 

PAYMENTS 

What payment methods do you accept?

We offer Visa, Mastercard, AMEX, Maestro, Ideal, Paypal, Google Pay and Shopify Pay. The payment methods we offer are presented in the checkout, please make sure that you’ve chosen the correct country. All countries are charged in Euro.

Why was my credit/debit card declined at checkout?

If you receive the notification that your credit or debit card has been declined, please contact your issuing bank or payment provider.
Possible reasons for declined payments are invalid payment method, incorrect billing details or bank issues. We advise you to try another card/payment method or contact your bank.

Are your payments methods secure to use?

Your payment information is encrypted and will only be transmitted in a protected form over the internet. The payment is processed via the secured payment service of our partner vendors which conforms to required security standards.

 

SIZING 

What size should I get?

You will find a size chart on each product page for cross-referencing with your measurements and be able to secure the best possible fit. Our models generally fit true to European sizing.

  • Hakone Trainer: Fits slightly large. Only available in full sizes. Please size down if between sizes.
  • Ace: Fits true to size. Only available in full sizes. Go up to the nearest whole size if you usually take a half size.
  • Point Guard: Fits true to size. Only available in full sizes. Go up to the nearest whole size if you usually take a half size.

If you have any doubt, feel free to contact our customer service at customerservice@neutra.com or  contact us by phone/text at +31652007871.

 

PRODUCT

Neutra sneakers are handcrafted in France using premium quality leathers. Since leather is a natural material, you might notice subtle contrasts between products or small imperfections in the grain – these shouldn’t be considered flaws, they’re what make each pair unique.

Fading over time due to intensive wear and susceptibility to scratches or abrasions are also a natural characteristic of leather. 

Are your sneakers unisex?

All of our models are unisex, however, the smaller sizes are built on a women’s last.

How are the Neutra sneakers manufactured?

We design everything with sustainability in mind. We carefully consider the raw materials we use and we always strive to always introduce better materials. We make sure that our products are compliant with chemical regulations such as REACH, to ensure that health and security is prioritised.

Our leather is solely sourced from tanneries certified by the Leather Working Group, an independent organisation that ensures both ethical and environmentally good practices within the factories.

Where possible we always prioritise post consumer recycled materials. 

CARE INSTRUCTIONS

Full leather

Leather items need special care and attention. After purchasing a leather sneaker, we recommend you apply a thin layer of leather balm to it before the first use. Approximately 15 minutes after doing so, you should brush the dried surface to keep its finish in good condition. Once you’ve done that, spray a leather protector evenly over the surface to help create a water- and dirt-repellent barrier. To prolong the life and quality of your item, repeat this process regularly.
Sneaker wipes are a good way to keep your leather items clean and in good condition. Having one tucked away in your pocket will come in handy on days you accidentally step in a puddle.

Suede

It’s easy to forget that suede needs the same amount of care and attention as leather. It may not need any creams or balms applied, but the rest of the procedure applies. Start by brushing the surface with a suede brush to restore the nap and keep the finish in good condition. Then, spray a suede protector evenly over the surface to help create a water- and dirt- repellent barrier. To prolong the life and quality of your item, repeat this process regularly. Remember, suede has a velvet-like texture, so it’s much more fragile than leather and more susceptible to staining.
If needed, use a cleaner made of natural ingredients. Some leather cleaners actually do more harm than good.

Rubber soles 

The soles on Neutra sneakers are usually white and we know that keeping them clean is not easy. But here’s a process that helps. First, remove any excess dirt from the soles using a damp cloth. If stains remain, scrub the soles with a toothbrush and soapy water – that’ll help you get into those hard-to-reach areas. The outer edges of the soles shouldn’t be scrubbed as that can alter the look of the rubber or damage the leather upper. Once you’re happy with the result of the cleaning process, dry off the soles with a cloth. We recommend not waiting too long to clean the soles of your shoes. The dirt will only settle deeper, making the cleaning process much more difficult.