Customer Service
Returns & Exchanges
We want you to love everything you buy from Neylak. If something isn't right, we make returns simple and hassle-free.
30 days
Return window
Free returns
On orders over $50
5–7 days
Refund timeline
Instant
Store credit option
How to start a return
Initiate Your Return
Log in to your account, go to Order History, find the item, and click "Return or Exchange." Select the reason for your return and confirm.
Package Your Item
Repack the item securely in its original packaging if possible. Include all original components, accessories, and documentation.
Print & Ship
Download your prepaid return shipping label (free for orders over $50). Drop it off at any authorized carrier location within 7 days.
Receive Your Refund
Once we receive and inspect the item (2–3 business days), your refund will be issued to the original payment method within 5–7 business days.
What's eligible
- ✓ Unopened products in original packaging
- ✓ Items with all tags and seals intact
- ✓ Products purchased within the last 30 days
- ✓ Items not marked as "Final Sale"
- ✓ Products purchased directly on Neylak Marketplace
What's not eligible
- ✗ Opened or used beauty products (for hygiene reasons)
- ✗ Digital products, gift cards, and e-vouchers
- ✗ Services and appointment bookings (see cancellation policy)
- ✗ Items marked as "Final Sale" or "Non-Returnable"
- ✗ Products damaged due to misuse or improper storage
- ✗ Items returned more than 30 days after delivery
Refund options
Refund amounts exclude original shipping costs unless the return is due to our error or a defective product.
Exchanges
We don't offer direct exchanges at this time. To get a different product, simply return the original item and place a new order. If you'd like to exchange for the same product in a different shade or size, our support team can assist with priority processing.
For defective or incorrect items, we'll cover all shipping costs and expedite your replacement — contact us at support@neylak.com within 48 hours of delivery.
Questions about your return?
Contact Support