Refund policy

Returning an item

If you are not happy with your purchase and wish to return an(y) item(s), please return your order within 60 days from receiving your order. Items must be returned unworn, unused, with original hangtags and in their original packaging.

Free returns - EU only: To return an item, contact us at customerservice@neutra.com with the order number mentioned on your order confirmation email and your email address. Mention the item(s) you wish to return and the reason. Our customer service will assign the best available carrier for your return. We will provide you with a return number and label. You are ready to print your return label, attach it to the outside of your package and then drop your package off at your nearest postage point.
Non-EU countries: 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 shipping costs, incorrect mailing or excess fees.

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.

Exchanging an Item

To exchange an item, return the unwanted item and place a new order on neutra.com.

Receiving your refund

We will process your return as quickly as possible. After receipt of your returned item(s) and if the product matches the Returns policy, we will refund the purchase price including the original standard shipping costs for your delivery. Neutra will not refund the shipping costs if you only return a part of the original order. The time for processing your refund is two (2) weeks (14 calendar days) upon receipt. Your refund will be processed based on how you placed your original order.