Refund policy

We have a 30 day return policy, which means you have 30 days after placing your order to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, head over to our returns page which you will find here or in the 'quick links' section at the bottom of our site. If your return is accepted, we will send you instructions on how and where to send your package.

If for any reason you need to contact us please send an email to hello@neutralbay.co.uk and we will aim to respond within 2 working days. Please write RETURN REQUEST in the subject

Returns postage is to be paid by the customer. Parcel's are your responsibility until they reach us so please ensure it's packed up securely and that you retain proof of postage/tracking number as we'll need this if there are any issues with your return.

Once your parcel arrives back with us, it can take 7 working days for your refund to be processed. If there are any issues with your return, we will be in touch. 

If for any reason you need further assistance please send an email to hello@neutralbay.co.uk and we will aim to respond within 2 working days. Please write RETURN REQUEST in the subject

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.