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Exchange & Returns

NEOLA hopes that you are pleased with your item.  If you are not happy with your NEOLA purchase, for ANY reason, you can return it within 14 days of receipt for a refund. We will guarantee you a full money-back refund of the purchase price within 14 days of purchase on any item for any reason, as long as it is in the original condition and packaging. All undamaged, correctly returned products will be credited to the original purchaser’s credit card. 

To return your item simply notify us within 7 days of delivery on and return the item within 14 days of receipt quoting: your invoice number, name and address.

Please note the following conditions for Returns:

• Returned items must be in their original packaging, in the condition and packaging in which they were received. NEOLA will not accept returns of any items that have been worn.

• Refunds will be processed within 2 working days of receipt of goods. Please note postage / shipping costs are not refunded for deliveries outside of the UK.

A returned item remains your responsibility until it reaches us. It is advised that you send it via Special Delivery since we cannot be held responsible for returns that are lost in transit.

Please ensure that you write clearly on the courier paperwork that the item is being returned, and send to:

Neola Returns:

Ms Andrea Hauer

1c Gondar Gardens

London NW6 1EW

United Kingdom

Once we have received the returned item, we will confirm receipt of the parcel by email.


Faulty items will only be accepted if the goods are delivered to the customer damaged, or if there is a subsequent manufacturing fault within a period of 3 months after delivery. All items returned as faulty will be inspected, and any item displaying damage deemed to be a result of fair wear and tear will not be accepted as faulty.

Where possible, items may be repaired on request but only where such items are deemed faulty and repairable. Repairs do not come with a guarantee.

Please note, it may be possible for us to repair items which have suffered wear and tear. There will be a charge for this service, which is to cover the cost of shipping and any other repair costs incurred.

For more information about our Returns process, please go to our RETURNS section in our Terms & Conditions.

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