RETURNS & REFUNDS
Request a return
For international orders, contact our team by email before sending your shoes back. We will provide the return address and instructions for your country.
- Email support@neulo.com from the email address used for your order. Include your order number and the details of your request.
- Wait for our return address and instructions before returning the product.
- After your return arrives, we inspect it and process the refund to your original payment method.
Before you request a return
- Submit change-of-mind requests within 30 days of completing payment for your order.
- Products must only have been tried on indoors, with the product, shoe box and all accessories in their original condition.
- International orders are eligible for returns and refunds. International size exchanges are not available.
- For international change-of-mind returns, you pay return shipping, collection and any duties, import taxes or customs clearance fees incurred when returning the product. The original shipping charge is not refunded unless applicable law requires otherwise.
- For faulty or incorrect items, NEULO covers necessary shipping, collection and return customs costs. Please contact us as soon as you notice an issue. These conditions do not limit your statutory rights.
Read the full Returns, Exchanges & Refunds Policy.
Orders delivered within Japan
You can also request a domestic return or size exchange by emailing support@neulo.com with your order number. Our team will help arrange the next steps. Domestic conditions are explained in the policy above.
For any other questions, contact us.
