Returns and Exchanges
— WHAT IS THE RETURN POLICY?
Items can be returned within 28 days of receiving the item. Please note, returns must be requested within 28 days of receiving your order. You will then have a further 14 days after the label creation to ship the items for return. Sales items are FINAL SALE and cannot be returned or exchanged unless it is damaged or defective. The ‘Out-Past-Midnights’ Boots are subject to an $11 restocking fee not including shipping.
— WHAT'S YOUR EXCHANGE POLICY?
We will replace faulty item/s if order's meet the following requirements:
1. The item/s must have arrived damaged or faulty. We require proof of damage within 10 days of delivery.
2. Item/s must not have been worn or altered in any way.
3. Refunds or exchanges will be issued excluding the original shipping cost.
4. Sales items are FINAL SALE and cannot be returned or exchanged unless it is damaged or defective.
5. Our ‘Out-Past-Midnights’ Boots are subject to an $11 restocking fee not including shipping.
— ARE REFUNDS/CANCELLATIONS AVAILABLE FOR PRE-ORDERS or MADE-TO-ORDER?
Email info@neoncowboys.com and we will contact you to review all the details needed to process your request.
— WILL THE SHIPPING BE REIMBURSED FOR REFUNDS?
A handling fee of $10.00 will be incurred for all returns or exchanges. The shipping cost incurred for returning item/s to Neon Cowboys for an exchange or refund are not covered or reimbursed by us.
— HOW CAN I REQUEST A REFUND?
Email info@neoncowboys.com and we will contact you to review all the details needed to process your request.
Please note we are unable to be held liable for the loss of your item being returned. Please use USPS to return goods, and keeping a record of the tracking information.
— WHERE DO I SEND MY RETURN TO?
All returns must be sent to our Returns Warehouse based in Florida. We will provide you with the full address when we contact you with next steps.
— HOW LONG DOES IT TAKE FOR MY EXCHANGE / REFUND TO BE PROCESSED?
We try and process returns as quickly as possible. Our team will contact you within 3 - 5 business days of your initial email.
If you're exchanging, we will send your new piece/s out and email you a new tracking number. If you're returning, we will refund you through the same method you used to pay and email you once complete.
Credit card returns take an additional 3 - 5 days for them to process the funds back into your account.
— WHAT IF MY ORDER ARRIVES DAMAGED OR FAULTY?
We work hard to ensure all items sold are of the highest quality. However if you have a concern with a faulty or damaged item, please contact us immediately with photos or videos at info@neoncowboys.com so we can personally assist you and sort out your problem as quickly as possible. For help troubleshooting, click here.
