Returns & Refunds
We want you to feel confident when you shop with Neqavelli. This page explains how returns, refunds, and exchanges work, what you need to do in different situations, and who is responsible at each step. Please review the relevant section before contacting us so we can help you as quickly as possible.
Return eligibility and conditions
Before starting any return, please check that your item meets the basic conditions below. These conditions apply to change-of-mind returns; faulty, damaged, or incorrect items are handled separately in the sections that follow.
- Items must be unworn, unwashed, unaltered, and in their original condition.
- Tags, hygiene seals, accessories, and original packaging must be intact.
- Any included gifts or promotional items must be returned with the product.
- Your proof of purchase must be available.
- Trying on is acceptable, but items showing signs of use may not qualify.
We are unable to publish a return window or a return address on this page because those details have not been confirmed for this store. Please contact us before sending anything back so we can confirm the current deadline, the correct return address, and whether a return authorization is required.
If you received the wrong item
If the item you received does not match your order, contact us as soon as possible. Please include your order number, a description of what you ordered, and a description or photo of what you received. We will review the details and advise you on the next step. Do not send the item back before we confirm how to proceed.
Because the return window and shipping responsibility for incorrect items have not been confirmed, we will explain the applicable deadline and who covers any shipping costs when you contact us. We will not promise a refund, replacement, or exchange before we have reviewed your case.
If you changed your mind
If you simply no longer want the item, it may still be eligible for return if it meets the conditions listed under “Return eligibility and conditions.” Contact us first to confirm whether a change-of-mind return is currently accepted, what the deadline is, and where to send the item.
We have not confirmed whether return shipping is free or paid by the customer for change-of-mind returns, or whether any fees or deductions apply. We will confirm these details when you contact us. Do not assume a prepaid label is available.
If your package is lost in transit
If your order has not arrived and the tracking information suggests it is lost, contact us with your order number and any tracking details you have. We will check the shipment status and advise you on the next step.
We cannot promise a refund or replacement at the time a loss is reported. The outcome depends on what our review with the carrier shows, and we will explain the options available to you after that review.
If your item arrived damaged
If your order arrives damaged, contact us as soon as possible. Please include your order number, a description of the damage, and clear photos showing the condition of the item and the packaging. Keep the item and packaging until we advise you further.
We will review the evidence before confirming any next step. We cannot promise a refund, replacement, or exchange before that review is complete. We will also confirm who is responsible for any return shipping if the item needs to be sent back.
Exchanges
We have not confirmed whether Neqavelli offers direct exchanges for size, color, style, or other options. Please contact us with your order number and the option you would like instead, and we will let you know whether an exchange is possible and what the current stock situation is.
We cannot guarantee that replacement stock is available, and we will not ask you to return an item and place a new order unless that is confirmed as the correct process for your case.
How to start a request
To begin any return, refund, or exchange request, contact us using the details below. Please include:
- Your order number
- The item you are writing about
- The reason for your request
- Photos or other evidence if the item is damaged or incorrect
We will review your request and tell you whether it is approved, what to do next, and who is responsible for any shipping costs. Do not send items back before we confirm the process.
After we review your request
Once we have reviewed your return or evidence, we will let you know whether your request is approved or declined. If a refund is approved, we will confirm where the refund will be sent and how long processing is expected to take. We have not confirmed the refund destination, processing time, or whether original or return shipping costs are refundable, so we will provide those details when we respond to your request.
If a refund is issued to your original payment method, your bank or payment provider may need additional time to show the funds in your account. We will not promise a refund before we have reviewed the returned item or the evidence you provide.
Contact Us
Neqavelli
neqavelli.shop
lderch@neqavelli.shop
We typically respond within 1–2 business days.