We want you to feel confident when shopping with Neo. Returns are accepted on eligible items, provided a return request is submitted within 10 days of delivery, and subject to the conditions below.
To be eligible for a return, items must be:
Returns that do not meet these requirements may be declined.
All sale items are considered final sale and are not eligible for return or refund.
Once your return is approved, Neo will provide a return label and return instructions.
A $9.95 return label fee will be deducted from your refund once your return has been processed.
Approved returns will be refunded to your original method of payment.
Please note:
We do not offer direct exchanges.
If you require a different size or style, we recommend placing a new order and returning your original item for a refund, subject to this policy.
If you receive an item that is faulty, damaged or incorrect, please contact us as soon as possible at hello@neo.shoes.
In these circumstances, Neo will cover return shipping and provide a replacement or refund in accordance with Australian Consumer Law.
To request a return, please contact hello@neo.shoes with your order number and details of your request.
If your return is approved, we will send you a return label along with instructions for sending your item back.
Neo does not offer in-store returns. All returns are processed through our online team.
