FREQUENTLY ASKED QUESTIONS
Where do your products come from?
Every piece has been rescued from a second-hand store and given new life. Integrity is everything, I am intentional and careful to source only the highest quality fabrics and articles. Also, it's important everything is squeaky clean! Every piece is washed, by machine or hand, before it reaches your hands.
Do I qualify for free shipping?
Free shipping applies to all orders shipped within the USA. A shipping fee will be calculated and charged for all orders outside the States.
What is your return policy?
At neo • thread we want you to absolutely love your one of kind purchase! To ensure that, we offer FREE returns for non-sale purchases in the USA. If, for any reason, you are unsatisfied with your purchase you have 7 days from the day you received it to ship it back for a full refund for FREE. If 7 days have gone by since you've received your purchase, we unfortunately cannot offer you a refund.
If, for any reason, you are unsatisfied with your purchase 14 days from the day you received it to ship it back for a full refund. If 14 days have gone by since you've received your purchase, we unfortunately cannot offer you a refund.
IMPORTANT: Any customs or import duties are charged once the order reaches its destination country must be paid by the recipient of the order.
Do you ship internationally?
Yes we do! Right now we're able to show dozens of global currencies to give you a sense of how our prices convert into other currencies. We're working to implement new payment systems that will allow us to accept not only different currencies, but also dozens of different regional payment systems. So while the content of your cart may currently be displayed in your local currency, the neo • thread process all orders in USD at the most current exchange rate.
How do you think about sizes?
I work hard to ensure that the sizes we offer celebrate a wide variety of shapes and sizes of customers from all over the world. As each piece is one of a kind, sizing is not exactly standard. We currently offer sizes ranging from XS-XL and work to disclose exact measurements on the listing. However, if you ever need more information or have a specific question regarding a piece's sizing, use the 'Ask a Question' button on the product; leave your question and I promise to answer your inquiries within 24hrs!
What about shipping and delivery?
Orders are fulfilled within 7 business day (Mon-Fri), a timeline which does not include Weekends or Holidays. Please remember that the delivery of your order is the responsibility of the shipping carrier (USPS, Fedex, DHL).
Once a package leaves our fulfillment center, you must reach out directly to the shipping carrier selected during checkout to resolve delivery issues. You should have your tracking number ready when reaching out to the shipping carrier.