AYUDA - Shop Online Questions / I wish to return my order, how can I proceed?


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NECK & NECK pays a special attention to the satisfaction of its customers. This is why we developed all our processes so that our customers can purchase without a moment’s worry and that if they wish, they can return or exchange their order.

Once you received your order, if you are not satisfied, you can exchange (size or colour) or return the item(s) within thirty (30) days of the date of receipt.

Exchanges or returns of items may be carried out at NECK & NECK stores in Spain and U.K only (issue of redeemable voucher or exchange for another item, never cash).


According to our commercial policy, NECK & NECK cannot accept exchanges and returns of items, which are damaged or used or without their original packaging, unless the damage is due to a flaw.

Returns must be made by registered mail (with acknowledgment of receipt in order to prevent any claim) to:
NECK CHILD, S.A. c/ Mar Tirreno 7 bis 28830 San Fernando de Henares (Madrid,Spain).

All dispatches will include, with the invoice, a returns form, which must be completed with the reason of the return and enclosed with any returned items. If this document has been lost, you will be able to ask for a new one by email to: tiendaonline@neckandneck.com.

Once the item is received, NECK & NECK will check that it is in good condition and will send the size or colour requested or will proceed to the return of the payment (of the returned item), on the credit card used, whichever is applicable.

I want to return my order
All postage expenses would be at your cost and we will not accept any items returned pay-on-delivery. Once received your returned order, we will refund you in full, except the original delivery expenses.

If your initial purchase was over 60 Euros and after returning your order or an item the amount is lower that 60Euros, we will charge you the original delivery expenses.

In case that an order would be mistakenly delivered, the expenses of returning the goods would be borne by NECK & NECK. This is why it is indispensable to attach the postage receipt in the parcel. Once received the package, we will proceed to reimburse the postage expenses by means of Neckys.

Click here: http://neckandneck.com/returns-online-shop 

I want to return part of my order
All postage expenses would be at your cost and we will never accept any items returned pay-on-delivery. Once received the returned(s) article(s), we will refund you.

If your initial purchase was over 60 Euros and we did not charge you for delivery expenses and after returning any item the amount is lower that 60Euros, we will charge you the original delivery expenses.

In case that an order would be mistakenly delivered, the expenses of returning the item(s) would be borne by NECK & NECK. This is why it is indispensable to attach the postage receipt in the parcel. Once received the package, we will proceed to reimburse the initial price of the item. Postage expenses will be reimbursed by means of Neckys.

Click here: http://neckandneck.com/returns-online-shop 

I want to exchange a size
To exchange a size, you must complete the Online Returns Form clearly stating the required exchanges. All postage expenses would be at your cost and we will never accept any items returned pay-on-delivery. Once received your returned order, we will send you the correct size(s) by courier.

If your initial purchase was over 60 Euros and after returning your order or an item the amount is lower that 60Euros, we will charge you the original transport expenses.

In case that an order would be mistakenly delivered, the expenses of returning the goods would be borne by NECK & NECK. This is why it is indispensable to attach the postage receipt in the parcel. Once received the parcel, we will send you by courier the correct size(s) and we will reimburse the postage expenses by means of Neckys.

Click here: http://neckandneck.com/returns-online-shop 


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