Delivery & Returns
To start a return, please contact us at firstname.lastname@example.org. If your return is accepted, please write a shipping label to the following address:
TRULY NEUTRAL COLLECTION
PO BOX 419
Once our customer service team has received your email return request, please send it back to us ensuring your name, order number and the name of the item/s you are returning are all included on a note within the package.
We recommend you use a tracked service and obtain proof of postage. We do not accept responsibility for any items lost or damaged in transit.
Items sent back to us without first requesting a return will not be accepted and the purchaser bears the costs for the return.
You can always contact us for any return question at email@example.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods, custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted is to make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.