Shipping and Refund policy

Shipping policy

In terms of when you should expect delivery, we are experiencing high volumes of orders. We're weaving, washing, cutting, and sewing the fabric every day to get orders fulfilled. For small orders, we aim to get the masks out to you within a week - this of course depends on the number of orders we get! Feel free to get in touch if you'd like an update on your order progress. (If we have time, we can even send you a photo of the manufacturing process - because novelty!)

If your order is large, please phone us on +44 (0) 28 406 23491 to place the order as we have better price breaks when orders are in larger volumes. We'll also be able to give you a better approximate delivery date.

We have switched to only offering shipping methods that allow us to affix a barcode, insure the products, and that offer some level of tracking or guarantee. Things are uncertain at the moment and we want to make sure you receive your orders. The majority of orders are sent via Royal Mail, who have also recently increased their postage prices, too. They still are the cheapest option where possible, as courier prices tend to be higher, generally. Hence we've chosen the options we offer.

Refund policy

RETURNS

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. Any products that have been used and washed are also non-returnable.

Additional non-returnable items:

  • Gift cards
  • Used face masks
  • Mask kits after any construction has begun

To complete your return, we require a receipt or proof of purchase.

We reserve the right to refuse refund on items we think may have been used.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 14 days after delivery

Refunds (if applicable)

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

  • If you haven’t received a refund yet, first check your bank account again.
  • Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at returns@neilly.com.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at returns@neilly.com and send your item to: 54 Scarva Road, Banbridge, DOW, BT32 3AU, United Kingdom.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

To return your product, you should mail your product to: 54 Scarva Road, Banbridge, DOW, BT32 3AU, United Kingdom.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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