We want you to love your purchases from Neosepa so if that's not the case here are the procedures to follow:
Neosepa accepts returns on online orders within 30 days of the delivery date.
- We are happy to accept an exchange of any item purchased that is unused, unwashed, and still fitted with all store tags and labels. To be eligible for exchange, items must be returned within 30 days of purchase.
- Please note that all items are carefully checked before dispatch, so any items considered to be worn or damaged will NOT be eligible for a refund or exchange. If your item is faulty upon receiving it, please email [email protected] soon as possible to notify staff.
Please note that unless the item is faulty, the following items will not be exchanged:(a) items that have been worn, damaged or altered from their original condition;(b) sale items, marked down items, items sold during promotions.
(a) POSTAGE AND FEES
Return postage costs are the customer’s own expense.Neosepa will not accept cash on delivey and will not pay the delivery or return charges.
Our orders are automatically processed so we regret that we are unable to make any changes or to your order after placement. Cancellations are not accepted. Please refer to our returns policy on our website.
(c) FAULTY/DAMAGED ITEMS
All our dresses are checked by our quality control team before they are dispatched. However, if your dress arrives damaged or faulty, please contact us immediately and we will resolve this for you promptly!
The colours of dresses on our website may vary from monitor to monitor and the actual product you receive may or may not represent the perceived color/s which you see on your device.
External factors such as lighting/flash photography may also affect the true colour of some dresses, hence why we strive to accurately identify the colour of the garment within the product title or product page. If still unsure, please be in touch with our customer care team. A refund for this return reason will not be accepted.
RETURN & EXCHANGES
(a) We only replace items if they are in the incorrect size/color.For normal items with size/color problems, we accept exchange, but do not refund. If you need to exchange it for the same item, send us an email at [email protected]
(b) To return your product, Please be sure to contact our after-sales customer service to get the specific address of the return!
(c) You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
(d) Depending on where you live, the time it may take for your exchanged product to reach you may vary.
(e) If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
(f) Once your return is received they will be quality checked and you will be notified of returns processing times.
(g) The change of size/color or refund will be processed within 1-3 business days after we receive your parcel at our warehouse.
(h) Refunds are issued back to the original form of payment used to purchase the order.
LATE OR MISSING REFUNDS
Once your refund is issued, you will receive a confirmation email. If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
We support Credit Card，VISA, MasterCard, AE, JCB payment methods for you.
Pay With Credit/Debit Card
The available credit card options are listed above. The credit card companies listed above are the most commonly used credit cards on this website. Do not worry if your credit card company is not listed, we encourage you to go ahead and make the purchase.
Please note that Neosepa does not collect your credit/debit card number or personal information when you make payment. For questions regarding your transactions on our site, please consult your card-issuing bank for information.
The currency you pay in is determined by the country you pay from and the payment method of your choice. You can change default currency by clicking on the upper right corner and selecting the currency you’d like to pay with US Dollar Euro Pound Sterling.
If you have any questions, don't hesitate to contact us. We are not only friendly, but utterly discrete, and will do our best to make sure you have the best shopping experience possible.
WORLDWIDE SHIPPING - 100% TRACKED.
Orders are being dispatched from our warehouse within 1-5 business days after placing the order.
Your order will be delivered to you via or your local postal services.
Free Shipping on Order over $99+. For orders of $99, we prodive free standard shipping.
Expedited Shipping Time: Normally 5-12 Business Days.
Standard Shipping Time: Normally 10-25 Business Days.
Depending on where you live, shipping usually takes:
7-15 Business Days：Asia (Korea,Japan,Philippines,Vietnam,Thailand,Singapore,Malaysia ,India,Pakistan,Kazakhstan,Iran,Israel,Saudi,Arabia,Palestine)
7-20 Business Days ：North America (USA); Oceanica (Australia); Europe (France,Germany,Belgium,Luxembourg,Netherlands,Sweden,Portugal,Italy,England,Finland,Iceland,Switzerland,The Czech Republic Greece Austria,Norway,Denmark,Sweden,Ireland,Luxembourg,Switzerland,The Czech Republic Slovakia,Poland,Slovenia,Romania,Hungary,Latvia Lithuania,Estonia,Croatia,Ukraine,Georgia,Spain,Russia,Cyprus)
10-25 Business Days：North America (Canada,Mexico); South America (Columbia,Chile,Peru,Argentina,Venezuela,Ecuador); Africa (Egypt,Libya,Morocco,South Africa,Niger,Ghana,Cote,d'Ivoire Togo,Sultan,Guinea)
Please note that these time frames apply to regular (non-pandemic) circumstances. Due to pandemic, depending on your location regulations, there might be slight delays on top of standard delivery times. We ask you to give up to 10 days on top of regular delivery time before getting in touch with our customer service team.
Once your order has been dispatched, you will receive an email with a tracking number to track your parcel. Please note that it might take from 1 to 3 business days for tracking to start showing information. Once the package gets taken from us, it travels to the logistics center, where it gets scanned and starts updating tracking status, and it is not unusual for a shipment to go more than 24 hours without an update while in transit.
You can track your parcel at 17track.net.
Having issues with your delivery?
If you have any questions regarding the shipping and delivery of your order, please feel free to contact us, and we will be happy to assist you.