At Neatdrobe, every garment undergoes our signature purity inspection to ensure it meets our standards of freshness and comfort before leaving our facility. Embracing a thoughtful production cycle that prioritizes quality over speed, order processing typically requires 3-5 business days—extended compared to conventional retailers to allow for our meticulous fabric conditioning and finishing touches. During peak seasons, this may extend to 5-7 business days to maintain our commitment to artisan care. Order cancellations are exclusively accepted within 24 hours of purchase by contacting [email protected]. Beyond this period, your item enters our dedicated crafting phase and cannot be canceled; however, our generous return window ensures you have ample time to reconsider your selection in the comfort of your home.
We design each piece to inspire confidence and renewal, and we stand behind this promise with a flexible return policy. You may return unworn, freshly preserved items with all original tags attached within 21 days of delivery—a period extended beyond typical industry norms to accommodate your need for unhurried decision-making. For exchanges, we allow 30 days from delivery, recognizing that international shipping delays can occur with our premium, gently textured materials. Initiate your return effortlessly through www.neatdrobe.com and select your preferred exchange option. Please note: Items marked "Final Sale" or "Non-Returnable" are excluded to respect the uniqueness of limited-edition collections.
To uphold the pristine, rejuvenating quality of our products, all returns must satisfy the following purity criteria: (1) Garments must be free from wear, odors, perfumes, or stains—reflecting the untouched freshness they possessed upon arrival; (2) All original packaging, including Neatdrobe’s soft-protective bags and any accompanying care cards, must be included to ensure the item’s integrity during transit; (3) Security tags and labels must remain fully intact and unaltered. Our team conducts a thorough three-stage inspection upon receipt to verify condition. Items that do not meet these revitalizing standards will be returned to you at your expense within 10 business days, accompanied by a detailed report explaining the findings.
Refunds are processed with careful attention to detail, requiring up to 10 business days after we receive your return. This extended timeframe allows for our dedicated quality reassessment, ensuring every refund aligns with our values of transparency and trust. Please note that the refunded amount will exclude initial shipping charges and any return shipping fees you incur. For payments made via PayPal or credit card, an additional 3-5 business days may be necessary for financial institutions to reflect the credit, allowing you to plan your finances with clarity and ease.
Customers are responsible for return shipping costs, except in cases where an error on our part—such as shipping an incorrect or damaged item—occurs. To safeguard your return, we strongly recommend using an insured and tracked shipping service; Neatdrobe cannot assume liability for return packages lost in transit. For exchanges valued over $300, we provide a prepaid shipping label for your convenience, with the cost deducted from your refund should the label go unused.
In the rare event you receive an item that does not embody our promise of softness and perfection, please report any quality concerns within 7 days of delivery by emailing [email protected] with clear photographs or videos illustrating the issue. We will promptly arrange free return shipping and expedite a replacement—subject to availability—or issue a full refund inclusive of original shipping fees. This exception to our standard policy underscores our unwavering dedication to your satisfaction and the flawless experience you deserve.
Custom-made or personalized items, including dyed-to-order pieces, are considered final sale to honor their unique nature. For purchases made during the holiday season (November 15 through December 24), the return window graciously extends to January 15, giving you extra time to enjoy and evaluate your selections. Wedding and bridal collections follow separate guidelines—please consult your dedicated stylist for details. Neatdrobe reserves the right to decline returns from customers with a return history exceeding 40% of their total orders, as we strive to foster a relationship built on mutual trust and thoughtful consumption.
For return authorizations or any policy-related inquiries, reach out to our Care Team at [email protected]. We aim to respond within 48 hours to ensure your concerns are addressed with the attention they merit. Please include your order number and, for damaged items, supporting imagery to facilitate a swift resolution. For immediate assistance, visit www.neatdrobe.com to access our live chat support during standard business hours CET.
