Returns
RETURNS AND EXCHANGES
Neo Tokyo unconditionally guarantees all products we manufacture and sell at our online store to be free from defects of workmanship. We will gladly replace or refund you for any defective items you wish to return.
If you're unsatisfied with the fit, quality, color, or size of an item you may return it and choose an item in another size or color. We will gladly replace any item that you're not completely happy with.
PLEASE NOTE THE FOLLOWING LIMITATIONS
Item must be returned within 30 days from date of purchase. Items that have been laundered or altered in any way cannot be accepted for exchange or return.
EXCHANGES
Please note we can only exchange items for a different size. When requesting your RMA, please specify the size you require.
IMPORTANT INFORMATION
- Please seek to return items for exchange or refund within 14 days of receiving your RMA number.
- We recommend that you send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.
- Items should be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be returned in the original outer packaging in order to ensure they are protected from damage, shoe boxes are considered part of the product, and your return may not be accepted if the box is damaged.
- Free collection does not apply to items returned from a different country to the original shipping destination.
OUR POLICY
Items should be returned unused, and with all Neo Tokyo tags still attached. Returns that are damaged or soiled may not be accepted and may be sent back to the customer and/or a refund refused.
Please email info@neotokyo.com.au if any of your purchases have been delivered without Neo Tokyo tags.
All items returned should have a Return Merchandise Authorization (RMA) number to ease the process. Unidentified returns may be returned to the sender.
LATE RETURNS
Please seek to return items within 14 days of the date of your RMA request. Returns outside these timeframes may be accepted at the discretion of Neo Tokyo, and depending on the circumstances may only be refunded as a store credit. Please note that RMA numbers requested after 7 days will also be granted at our discretion.