30-DAY FIT GUARANTEE & RETURNS
Complimentary size exchanges and seamless 30-day return policy for peace of mind.
1. 30-DAY PERFECT FIT GUARANTEE
We want you to feel confident and look stunning on the runway. If you try on your Neonelle boots and require a different size or wish to switch colorways (e.g. from Signature Pink to Ultraviolet), we provide 100% complimentary size and color exchanges within 30 days of parcel delivery.
2. RETURN & EXCHANGE ELIGIBILITY
To qualify for an exchange or refund, items must satisfy the following condition guidelines:
- Footwear must be in unworn, pristine condition (tried on indoors on clean carpet only).
- Original protective lucite film must remain intact.
- All unboxing accessories included: Magnetic Archive Vault box, Dual USB-C Fast-Charging Cable, Velvet Dust Bags, and Serialized Authenticity Card.
3. HOW TO INITIATE A RETURN OR EXCHANGE
1. Send an email to our concierge team at concierge@neonelle.store with your Order Number (e.g., #NEON-1042) and reason (Exchange size / Return).
2. Our concierge will issue a prepaid return courier shipping label within 12 hours.
3. Repackage the item securely in its magnetic keepsake vault and drop off at any authorized parcel courier drop point.
4. REFUND PROCESSING TIMELINE
Upon arrival at our inspection facility, returns are verified within 2 business days. Approved refunds are credited directly back to your original payment method (Visa, Mastercard, AMEX, Apple Pay, PayPal) within 3 to 5 business days.