Refund policy

Returns & Exchanges

We accept returns and exchanges within 14 days of delivery for items that are unworn, unwashed, undamaged, and incorrect, with original tags attached. All returns are subject to inspection to ensure items are in clean, wearable condition. If a return is received with strong odors (such as perfume or smoke) or excessive pet or human hair, we reserve the right to deny a refund. In such cases, the item will be considered unsellable and will be returned to the customer.

• Online purchases must be processed through our Return Portal.

• Items marked as “Exchange Only” can only be exchanged for a different size or color of the same item at equal value.

• A return fee of $12.75 will be deducted from refunds for online returns, except for damaged or incorrect items.

• Returns for store credit or exchanges do not incur a return fee.

• Returns that do not follow proper procedures will not be accepted or returned to the sender.

• We reserve the right to refuse returns that do not meet these criteria.

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In-Store Purchases

Purchases made at one of our store or pop-up locations may be returned either at the store of purchase or through our online Return Portal.

Online purchases are not eligible for in-store returns or exchanges.

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Final Sale Merchandise

The following items cannot be returned or exchanged:

• Final sale and discounted items

• Gift cards

• Personalized / Monogrammed merchandise

• Promotional gifts

Please note that final sale items mailed back to us will not be accepted or returned to the sender.

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Damaged or Incorrect Items

• If you receive a damaged or incorrect item, contact customer service within 14 days of delivery. Items reported after this timeframe will not be accepted.

• Customers are responsible for the item until it reaches us.

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Third-Party Retailers

Items purchased through third-party retailers must be returned to the original place of purchase. We do not accept returns from third-party partners online or in stores.

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International Returns

• Customers outside the U.S. are responsible for return shipping and will be charged a $12.75 return fee.

• Orders returned due to refusal to pay duties and taxes will be subject to an additional $15 restocking fee.

• International orders are not eligible for exchange.

• Outbound shipping fees are non-refundable.

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How to Return or Exchange

• For qualifying orders, please go to our Return Portal to submit your return request.

• Your order number is listed on your order confirmation email. If your item meets our return criteria, you’ll be able to download and print a return shipping label. The $12.75 return fee will be deducted from your refund.

• For returns outside the continental U.S., please contact our customer service team at info@neorom.store to arrange return shipping at your cost for qualifying merchandise.

• We offer exchanges at no cost for up to two exchange orders. If you exchange an item from your second exchange order and later request a third exchange, a $12.75 return fee will apply for that and any subsequent exchanges.

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Refunds

• Refunds are processed once your return is scanned by USPS. We recommend obtaining a drop-off receipt in case of lost-in-transit claims.

• If you requested an exchange, your replacement item will be sent once the return is processed.

• Refunds for purchases made with a gift card will be credited back to the gift card.

• Gift cards cannot be reversed to a credit card.

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Return Review Notice

Certain returns—such as high-value returns or those flagged for unusual activity—may require manual review by our Returns Department before a refund is issued.

• Please allow up to 5 business days from the return’s delivery for processing.

• If a return is marked as delivered but not physically received at our warehouse, we reserve the right to delay or deny the refund pending investigation.

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Customer Service

For any questions about our shipping and returns policy, please contact our customer service team at:
📧 info@neorom.store

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Tracking Your Order

Once your order ships, you’ll receive a confirmation email with a tracking number.
For assistance, email info@neorom.store with your order number.