FAQs

What products can I return?

Some items require special conditions to be returned:
Swimwear: must include the hygiene sticker.
Underwear and hair accessories can’t be returned for hygiene reasons.

Return deadline

If you’re not satisfied with your neckandneck.com purchase, you have 30 days from the date of purchase to exchange it for another size or request a refund.

Where can I make a return?

Returning an item in neck&neck is very simple! You can do it in one of our neck&neck stores or by taking it to a Post Office.

No returns can be made in the corners of El Corte Inglés.

How can I return an item I bought from neckandneck.com?

1. Access your account in the “My Orders” section.
2. Select the option “I want to return a product”,
3. Select the item that you can to return and click the “Mail” delivery option.
4. Remember to include the order receipt in the package
5. Finally you need to deliver this package to the post office of your choice.

When the order arrives at our warehouse we will send you an email to confirm that the return is correct and we’ll refund you. From then, the time your refund takes will be dependent on your bank.

Refund

How will I receive my refund?

Once we’ve received the order in the warehouse and confirmed the refund, we’ll refund the amount to the same payment method you used (card or PayPal).

When will I receive my refund?

When the order arrives at our warehouse we will send you an email to confirm that the return is correct and we’ll refund you. From the moment we make the refund, the time your refund takes will be dependent on your bank.

What should I do if my return amount is incorrect?

Please contact our Customer Service department via email contact@neckandneck.com or via phone on 91 626 86 32 and we’ll solve the problem as soon as possible.

Exchanges

You can exchange the item size via the website.

• Request an exchange from neckandneck.com:
  1. Access your account in the “My Orders” section.
  2. In the order that contains the garment you want to exchange, select it and choose the new size.
  3. Then choose the options, which are the same as in the Returns section.
  4. We’ll send you an email confirming that the change in size and the selected garment will be reserved in our warehouse for a maximum of 7 days.
• Time limit: From when you receive the change of size confirmation email, the item will be reserved in our warehouse for a maximum of 7 days. For this reason, we need you to send the item you’re changing before the end of these 7 days. If you exceed this deadline, your request for a size exchange will expire and you will have to carry out the change process on the website again.
• As soon as the garment you want to exchange arrives at our warehouse we will proceed to send you the new requested garment and you will receive a confirmation email. The shipping for this new item is free.

Delivery methods, time and costs

Portugal
Shipping method	Cost	Delivery
neck&neck store	Free	2-5 working days
To home	8,95€, Free for orders over €60	2-5 working days

Rest of EU
Shipping method	Cost	Delivery
To home	15€, Free for orders over €200	2-5 working days

We’ll send you an email before so that you can track your order.

The person picking up the order must present the ID or identification document and the Order number.

Countries

Can the delivery country be different from the purchase country?
No. Each country has its own online store. The products, prices and shipping costs can vary depending on the country. For this reason, the purchasing country must be the same as the delivery country.
When you enter the website for the first time, you can choose the country you want to receive your order in.
If you want to change the purchase country, you can do it on the bottom of the home page.
Does neck&neck send orders to all countries?
We send orders to all countries in the euro zone and the UK except the Canary Islands, Gibraltar, Ceuta and Melilla.
You can consult the countries on this link

What are the delivery costs for each country?
You can check here.

Tracking orders

When your order leaves our warehouses, we’ll send you an email so that you can track your order.

At any moment, you can check your order status on the Orders section by entering the tracking no. in Locate my Order, located at the top of the home page.

If you’ve selected deliver to a store, we’ll send you an email when your order has arrived in store.

Orders

The items I received are incorrect or are defective. What do I do?

If the articles you receive are defective or are different from what you purchased, please contact Customer Service through our form, by email contact@neckandneck.com o a través del teléfono 91 626 86 32 and we’ll respond as soon as possible.

Can I cancel or change my order?

Once you’ve received confirmation of your order, it’s not possible to change or cancel it. If you change your mind, you can return the items once you have received your purchase.

Order Confirmation

Once your order is confirmed, you can see it on your account in “My Orders”. You’ll also receive an order confirmation email.

Gift and Gift Receipt

Can I gift wrap my order?

You can gift wrap the majority of the products in your order.

Boots and coats from the baby and junior collection cannot be wrapped as a gift due to their size.

You can chose this option on the shopping cart page before choosing the shipping method.

I’m giving a neck&neck gift, can I have a gift receipt?

What’s a gift receipt? A gift receipt which lets you send an order to someone without them seeing the price.

You can select this on the shopping cart page before you finalise the order.

How do I return a gift?

If you have a gift receipt and want to return it, you can do this in two ways: go to one of our stores and we will exchange it for another item or for a gift voucher. If you want to do this online, please write to us contact@neckandneck.com or call us on 91 626 86 32 and we’ll give you a personal code that you can redeem on our website.

Book in store

How can I reserve a garment in a store?

• To be able to reserve a garment in a neck & neck store from neckandneck.com, it is essential to be registered.
• Once you are viewing the product you are interested in, select the size you want to reserve and click on “See store availability”.
• Select the store on the map and click on “Book in store” to submit your request.
• Once we verify that this garment is in the store we will send you an email to confirm your reservation.

Please keep in mind that until we send you the reservation confirmation email, the reservation will not be effective.

How long do I have the garment reserved?

Upon receipt of the reservation confirmation email, you have a 24-hour deadline to go to the store to finalize your purchase.

Remember that the price of the reserved item will be the one in force at the time of collection in the store.

The store reservation option is not available during sales and promotions.

How can I know if a garment is available again?

It is very easy, click on the size you are interested in and you can leave us your email. We will notify you if the garment becomes available again.

Payments

What payment methods can I use?

We accept the following payment methods: Visa, Visa Electron, Mastercard, American Express, PayPal, Gift Card.

Can I receive an invoice in my company name?

Yes. In the shopping cart, you can indicate if it is for an individual or company. In this second case, you will be asked for tax information.

Can I request Tax Free?

Neckandneck.com is not attached to any entity that collaborates with the Tax Free Service.

But you can request it for purchases made in our physical neck&neck stores if you reside outside the EU, or in the Canary Islands, Ceuta or Melilla.

Registration and Newsletter

Can I receive periodic emails with the latest neck&neck news?

To always be up to date, neckandneck.com users can subscribe to our newsletter where you’ll enjoy news, raffles and exclusive promotions. You can subscribe here.

What advantages does being a Club neck customer have?

• Save time on your purchases! You don’t have to enter your details each time.
• Check the state of your orders at any time.
• Check your purchase history.
• Do you like an item and want to keep an eye of it? Add it to your favourites!
• Reserve the item in your favourite store in two clicks.

And more...

You can update or modify the Newsletters you receive by email

If you indicate your preferences we can send you personalised content. You can change it here.

Add an item to your Favourites

Add the items you love the most to you Favourites list so that you don’t lose track of them.

Log in or create an account if you want to access them from any device.

Change your details

You can change your password, address and phone number at any time. To do this, access the My Profile section in My Account.

And if you forget your password...

You can recover it easily on My Profile and we’ll send you a message with a link which will let you create a new password.

neck&neck customer service

Does neckandneck.com have a customer service team?

If you want to contact us, you can do so via our form, our email address contact@neckandneck.com or our phone number 91 626 86 32.

What’s neck&neck online store’s privacy policy?

All the information is on the Privacy policy link.