Refund policy

Return and Refund Policy

At Neylen, your satisfaction is our top priority. If you are not completely satisfied with your purchase and wish to return it, we are happy to assist you. Please take note of the following guidelines.

Returns Are Accepted If

Returns are accepted if:

  • The shoes are unworn, clean, and in their original condition, returned in the original shoe box with all packaging included.
  • It is returned within 30 days of the delivery date.
  • You use Track & Trace for your shipment, as lost packages cannot be refunded.
  • The package includes your name and order number for smooth processing.
  • The return shipment is sent to the correct address to ensure a smooth refund process.

You are welcome to try your shoes on indoors, on a clean surface, to check the size and fit.

What Is Not Eligible for a Refund

The following items are not eligible for a refund:

  • Shoes that have been worn outside or show signs of wear, such as dirty soles, scuffs, or damage.
  • Packages lost during transport.
  • Packages returned in poor condition due to insufficient packaging, rendering them unusable.
  • Return shipping costs.
  • Gift cards.

How to Return Your Order

To return your order:

  1. Ensure that your order qualifies for a return by reviewing our return guidelines.
  2. Contact customer service at info@neylen.com.
  3. Our customer service team will review your return request.
  4. Once approved, you may return your order.

Please note: We accept returns to our warehouses in the Netherlands.

If you have any questions or need further assistance, please contact us at info@neylen.com.

Thank you for choosing Neylen. We are here to ensure you have a great experience.

Statutory Right of Withdrawal

Under EU and UK consumer law, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

You may handle the shoes only as far as needed to establish their nature, characteristics, and fit, in the same way you would in a store. If the shoes show signs of use beyond this, we may deduct an amount from your refund to reflect the reduced value.

Cancellation Period

At Neylen, we strive to satisfy our customers with our products. If you have any questions or concerns about your order, you can always reach out to our customer service team at info@neylen.com.

To ensure fast service and customer satisfaction, we process orders as quickly as possible. Therefore, cancellations are only allowed within 1 hour after placing an order.

If you wish to cancel your order, please contact our customer service team at info@neylen.com with a brief explanation of your cancellation request.

Shipping Costs and Returns

The customer is responsible for the direct costs of returns. You are responsible for paying the shipping costs for returning your item. Return shipping costs are non refundable.

Contact customer service before making a return. You will receive further instructions from our support team.

General shipping information

  • Customs duties and any taxes must be paid by the buyer.
  • Our customers are responsible for the direct costs of return shipments.
  • You may consider using a trackable shipping service or purchasing shipping insurance.
  • We cannot guarantee that we will receive your returned item.

Consequences of Withdrawal

If you withdraw from this contract, we must refund all payments we have received from you, including delivery costs, except for additional costs resulting from your choice of a different delivery method than the cheapest standard delivery we offer, without undue delay and no later than 14 days from the day on which we received notice of your withdrawal from this contract.

For this refund, we will use the same payment method that you used for the original transaction unless expressly agreed otherwise. In no case will you be charged any fees for this refund.

We may withhold the refund until we have received the goods and the returned package has been checked at our warehouse.