Refund policy
Returns Policy
We offer a 7-day returns policy. This means you have 7 days from receiving your order to request a return. Please note our online returns policy differs from our In-store one.
To be eligible for a return, your item must be:
- Unworn, unused, and in the same condition as received
- With original tags attached
- In original packaging
How to start a return
To request a return, please contact us at: florence.neilson@yahoo.com
Returns must be sent to:
Neilson Store
Blenheim Studios
London Road
Forest Row
East Sussex
RH18 5EZ
Returns sent without prior approval may be rejected or delayed.
Please include your name and order number inside the parcel to ensure prompt processing.
Return costs
Return postage is the responsibility of the customer.
We strongly recommend using a tracked service, as we cannot be responsible for items lost in transit.
Original delivery charges are non-refundable unless the item is faulty.
Late returns
Returns requested or sent outside the 7-day window may be rejected and returned to the customer.
Faulty or incorrect items
Please inspect your order upon receipt and contact us immediately if an item is:
- faulty
- damaged
- incorrect
We will assess the issue and offer a repair, replacement, or refund where appropriate in line with your rights under the Consumer Rights Act 2015.
Exchanges
The quickest way to exchange an item is to return the original item for a refund or credit (if eligible) and place a new order separately.
Final sale items
Final sale items and gift cards cannot be returned or refunded unless faulty.
Refunds
Once your return is received and inspected, we will notify you of the outcome.
If approved, refunds will be processed to your original payment method within 10 business days.
Please allow additional time for your bank or payment provider to process the refund.
If more than 15 business days have passed since approval, please contact us.
Credit notes / store credit
Where a credit note is issued instead of a refund, it will be provided as store credit and is:
- non-refundable
- not redeemable for cash
- valid for use in-store and/or online (where applicable)
Credit notes must be used towards purchases from our store.
If an item purchased using a credit note is returned, any refund will be issued back to the original payment method used for that transaction, which may include store credit where applicable.
Cooling-off period (EU / online orders)
Where applicable under the Consumer Contracts Regulations 2013, customers in the UK and EU may have a 14-day cooling-off period for online orders.
Where this applies, refunds will be issued to the original payment method.