Shipping & Returns
Shipping
Orders are packed and dispatched within 4–7 working days. Delivery times below apply from dispatch.
UK: Complimentary shipping on orders over £200. Orders under £200 are £5.
UK Express: £7.95 — next working day after dispatch.
Europe (EU, Switzerland & Norway): £15
United States: £25
Canada: £25
Rest of world: £35
Duties & Taxes
Europe & US: Orders ship duties paid. Import duties and taxes are calculated at checkout, so the total you see is the total you pay — nothing is due on delivery. EU and US prices are adjusted to cover part of your import duties.
If a carrier ever asks you for a payment on delivery, please don't pay it — email contact@neugarde.com and we'll handle it directly.
Canada & rest of world: Duties and taxes are not included and may be charged by your local customs authority on delivery. Australian orders under A$1,000 have no import charges.
Returns & Exchanges
At Neu Garde, we take pride in the quality and craftsmanship of our pieces. Each item is inspected before it's shipped, but if you experience an issue, we'll make it right.
We generally offer exchanges rather than refunds, except where a refund is required by law (see United Kingdom & European Union Customers below).
We accept exchanges — or, for faulty items, a refund or exchange — for pieces that are defective, damaged, or incorrect upon arrival.
To request an exchange, contact us at contact@neugarde.com within 30 days of receiving your order. Please include your order number, a brief description of the issue, and photos if possible.
If your request is approved, we'll send you instructions on how to return the item. For items that are faulty, damaged, or incorrect, we'll cover return postage. Items sent without prior approval will not be accepted.
Condition of Returned Items
All items must be returned in their original condition: unworn, unwashed, and undamaged, with all original tags attached and in their original packaging. You may handle an item only as much as you would in a shop — checking its fit, feel, and characteristics.
Where an item is returned showing signs of use beyond this — including wear, marks, scent (such as perfume, smoke, or deodorant), makeup, alterations, or removed tags — we may refuse the return, or reduce any refund to reflect the loss in that item's value. We inspect all returns on arrival.
Eligibility for Exchange
Your item must be:
- In the same condition you received it
- Unworn and unused, with all original tags and packaging
- Accompanied by a receipt or proof of purchase
Damages and Issues
Please inspect your order upon arrival and reach out immediately if it's defective, damaged, or if you received the wrong item. We'll assess the issue and arrange a refund or exchange if applicable.
Non-Returnable / Non-Exchangeable Items
We do not accept exchanges for:
- Sale items
- Gift cards
- Custom or personalised products
United Kingdom & European Union Customers
If your order was shipped to the United Kingdom or the European Union, you have a 14-day cooling-off period in which you may cancel your order for any reason and receive a refund. The item must be returned unworn, unused, and in its original condition and packaging, with all tags attached.
Return postage is your responsibility unless the item is faulty. We may reduce your refund to reflect any diminished value where an item has been handled beyond what is necessary to establish its fit and characteristics. Once we receive and inspect the return, we'll refund the price of the item, any import duties and taxes paid at checkout, and standard outbound delivery (up to the cost of our lowest-cost delivery option) within 14 days. This right does not apply to sale items, gift cards, or custom or personalised products, except where faulty.
If an order is refused on delivery, we'll refund the item once it's back with us, minus the original and return shipping costs.
For any questions, feel free to contact us at contact@neugarde.com — we're here to help.
