CAN I CHANGE MY ORDER ONCE IT’S PLACED?
- If your order is not yet shipped out, please contact us and we'll promptly let you know if you're able to get the correct item. Please note that given the speed at which certain items sell out, we cannot guarantee that your replacement item(s) will be available if your order is cancelled/changed. Once an order is shipped, unfortunately we cannot cancel/modify the order.
DO I HAVE TO PAY CUSTOMS AND IMPORT CHARGES?
- Any customs or import duties are charged once the package reaches its destination country. These charges must be paid by the recipient of the package.
- Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. To ensure there aren’t any surprise charges upon arrival to your country, you can contact your local customs office for current charges before you order.
I HAVEN'T RECEIVED MY PACKAGE/IT WAS LOST IN THE MAIL
- Neflum is not responsible for unfortunate events such as misplaced, lost or stolen packages, during the time of transit. Under all circumstances USPS is responsible for any of all mail pieces that undergo USPS delivery services. You must file a claim with USPS for all lost packages.
- All claims will be thoroughly reviewed case by case; claims may take up to 3 weeks to process.
- Filing a claim does not guarantee USPS will partially or fully compensate/reimburse you for your lost/stolen package.
THE ITEM/SIZE THAT I WANT IS OUT OF STOCK, WHEN WILL IT BE AVAILABLE AGAIN?
Due to the high demand of our popular styles and sizes, they do tend to sell out quickly. We usually restock every 2-3 weeks.
To be notified when a product is restocked, you can either:
- Sign up for our newsletter for general restock info
- Email us directly at: firstname.lastname@example.org informing us of the specific item(s) you're waiting for and we'll email you when those items are back in stock.
**Be sure to act fast once you are notified. We have long lists of people waiting to be notified on restocks, so there is no guarantee that you will be able to get the item that you are waiting on.
WHAT IS YOUR RETURN/EXCHANGE POLICY?
- Items purchased from Neflum may be returned/exchanged within 15 days of purchase . All items must have their original tags attached and be unworn and unwashed. Please note, customer is responsible for return shipping at this time.
- Please visit Returns and Exchanges page for further assistance.
- We do not offer international returns at this time.
HOW LONG WILL THE RETURN/EXCHANGE PROCESS TAKE?
- Please allow 1-2 weeks from the time that you ship your item(s) back to us to process your return/exchange. Once it has been processed, you will receive a shipping confirmation email along with a tracking number for your exchange, or an email confirming the refund issued.
AM I RESPONSIBLE FOR RETURN SHIPPING?
- You will be responsible for paying postage on any returns, including mailing the item back to us for an exchange. We will ship out the replacement item at no extra shipping cost to you.
I SENT BACK MY RETURN/EXCHANGE AND I HAVE NOT HEARD ANYTHING
- Rest assured, your return will be processed. To ensure a fast turn-around time on returns and exchanges, please do not email more than once regarding the same inquiry. Please also be sure to get a tracking number when shipping items back to us.
- Upon being returned to our facility, we will typically process your return within 1-3 business days.
WHY WASN'T MY SHIPPING FEE REFUNDED?
- Unless you've selected a faster shipping method, all of our orders are shipped free in the U.S. via standard USPS shipping. If you paid for faster shipping via the USPS Priority Mail or USPS Expedited, we are not able to refund these charges. Also, as per our refund policy, all return shipping are to be paid by the customer and non-refundable at this time.
WHY WAS MY RETURN/EXCHANGE REQUEST DENIED?
- Signs of washing or excessive wrinkling
- Item(s) smelling of smoke, perfume, deodorant, etc
- Excessive animal/human hair
- Signs of wear (makeup, stains, smell, etc.)
For all other customer service inquiries or questions please email email@example.com