FAQ
How do returns & refunds work?
We gladly accept returns within 14 days of receiving your package. Your order includes a return label for your convenience. Simply pack your items securely and affix the return label to the package.
Once your return is processed, you will receive a refund through the original payment method used for your order.
Please note that our return process typically takes 14-21 days from the time our warehouse receives the items. During peak seasons, such as holidays, the handling time for returns may be slightly extended.
Thank you for your understanding.
Can I edit/cancel my order after I placed it?
No. Once your order is placed and imported to our system, it is not possible to edit or cancel it.
I haven't received my order confirmation
You will promptly receive an order confirmation via email within 24 hours of placing your order. If, however, you do not receive your confirmation within this timeframe, we kindly advise checking your spam folder, as well as other potential folders where it may have been routed.
Can I exchange an item?
Unfortunately, we are unable to facilitate direct exchanges due to the fluctuating availability of our items. However, we encourage you to initiate a return for the item you wish to exchange, and proceed to place a new order for the desired item instead.
If you initially purchased an item with a discount code and wish to re-order it in a different size, we are delighted to accommodate your request. Simply reach out to us with the order number of the original item along with the details of the new one, and we will gladly re-apply the discount code for your convenience.
Do you have any physical stores?
At this time, we are fully committed to providing you with the most exclusive and luxurious experience through our website. While we currently do not have any physical storefronts, our online platform has been meticulously crafted to offer you unparalleled access to our collection of luxury fashion, ensuring convenience and sophistication with every interaction.
Our team is dedicated to providing personalized service and exceptional assistance to ensure that your shopping experience is truly memorable. Explore our collection of exquisite pieces, tailored for the most discerning fashion enthusiasts, and allow yourself to be captivated by the timeless elegance that defines our style.
We are always available to assist and address any questions you may have.
Size tips
Within our product descriptions, you'll often find size recommendations indicating whether an item runs small or large, conveniently located beneath the available sizes. In instances where such guidance is not provided, rest assured that the product maintains its true-to-size fit.
For further assistance, we encourage referencing the height of our models and the corresponding sizes they wear in the product imagery, elegantly presented under 'Material & Care.' Aligning your height with that of the model ensures a fitting selection tailored to your proportions.
Returns & Refunds
Where is my order?
Once your order has been dispatched from our warehouse, you will receive a shipping confirmation email containing all relevant shipping information. Please note that delivery times may vary, especially during peak seasons when we experience higher order volumes and increased carrier loads. Additionally, external factors such as adverse weather conditions may also impact delivery times. Rest assured, we will keep you informed of any unexpected delays with your order.
For the most accurate delivery estimates, please refer to the checkout page.
To track your order, simply use the tracking information provided in your shipping confirmation email. You can track the delivery status of your package via our trusted courier, DHL, by entering your order number on their website.
Kindly allow 24-48 hours from the time your parcel is shipped for tracking information to be updated.
How do I return a product?
To initiate a return for your order, please follow these simple steps:
- Repack your item(s) securely in the original delivery bag.
- Attach the return label provided with your order to the outside of the return parcel.
- Visit the DHL website and select your country of residence. Then, click on "Schedule a Pickup" and fill out the information found on the return label provided by us.
Please note that returns cannot be processed through a regular mailbox.
If you require assistance with obtaining a return label or need further help with the return process, please don't hesitate to contact our dedicated customer care team HERE.
How do returns & refunds work?
We gladly accept returns within 14 days of receiving your package. Your order includes a return label for your convenience. Simply pack your items securely and affix the return label to the package.
Once your return is processed, you will receive a refund through the original payment method used for your order.
Please note that our return process typically takes 14-21 days from the time our warehouse receives the items. During peak seasons, such as holidays, the handling time for returns may be slightly extended.
Thank you for your understanding.
I forgot to add my discount code, can you help me?
If your order has not yet been shipped, we are happy to apply MOST discount codes for you. Simply reach out to us with your order number and the discount code you'd like to apply, and we'll gladly assist you. Please note that we can only apply valid discount codes that are applicable to the items in your order.
Can I return two orders together?
Unfortunately, we are unable to accommodate combining items from different orders into a single return parcel. This practice ensures expeditious processing of your return, thereby facilitating a timely refund issuance. We appreciate your understanding in this matter and remain committed to providing you with the highest level of service and satisfaction.
I need a return label
Each package is meticulously prepared to include a return label for your convenience. In the rare event that your package does not contain a return label, please don't hesitate to reach out to our esteemed Customer Care team. They will promptly provide you with a new printable copy, ensuring a seamless return process.
Please note that returns are facilitated through the same esteemed carrier used for the initial shipment, ensuring consistency and reliability throughout the return journey.
Have you received my return?
Upon receipt of your return, you will receive an email notification from our team confirming its arrival. Your return will then undergo swift processing, with refunds typically issued within 14-21 days thereafter. We appreciate your patience and understanding as we meticulously handle your return to ensure a seamless and timely refund process.
Can I exchange an item?
Unfortunately, we are unable to facilitate direct exchanges due to the fluctuating availability of our items. However, we encourage you to initiate a return for the item you wish to exchange, and proceed to place a new order for the desired item instead.
If you initially purchased an item with a discount code and wish to re-order it in a different size, we are delighted to accommodate your request. Simply reach out to us with the order number of the original item along with the details of the new one, and we will gladly re-apply the discount code for your convenience.
I accidentally returned an item that's not from THE NETO
We kindly remind you that we cannot be held responsible for any items returned to us mistakenly. If such an instance occurs and we find the item in our return warehouse, you may request to have it shipped back to you. A fee of 30 EUR will be charged to cover the cost of creating freight documents and shipping. Please note that this fee applies to countries within the European Union. For other countries, the fee may vary.
I forgot to add my discount code, can you help me?
If your order has not yet been shipped, we are happy to apply MOST discount codes for you. Simply reach out to us with your order number and the discount code you'd like to apply, and we'll gladly assist you. Please note that we can only apply valid discount codes that are applicable to the items in your order.
Delivery
How can I track my order?
After your order has been shipped, you'll get your tracking number in the shipping confirmation email. Just click on the link provided to track your order in real-time. Please note that it may take up to 24 hours for the first scan to appear after dispatch.
Where will my order be delivered?
With our standard delivery option, we aim to deliver your order to your home. However, if you're not available to receive the delivery or for any other reasons, DHL or our local delivery partner will attempt delivery again or redirect your order to a nearby parcel shop. You'll receive a notification by letter regarding this.
For the most accurate delivery estimates, please refer to the checkout page.
To track your order, simply use the tracking information provided in your shipping confirmation email. You can track the delivery status of your package via our trusted courier, DHL, by entering your order number on their website.
Kindly allow 24-48 hours from the time your parcel is shipped for tracking information to be updated.
Do I have to pay customs or any other charges?
All our prices include VAT (where it applies). Any delivery or other charges will be added during checkout and shown clearly.
Please note: If you return your entire order, we won't be able to refund customs or shipping charges, as these are fixed costs included in duties and taxes.
payments
What payment methods do you offer?
We accept the following forms of payments:
- Visa and Mastercard (credit and debit card)
- Klarna (Pay now and Pay later)
- PayPal
- Amazon Pay
- Apple Pay
- Union Pay
- American Express
Why is my card not accepted?
Many credit cards have 3D Security, which needs to be activated to make a purchase. If you're unsure whether your card's 3D Security is activated, please contact your bank directly for assistance.
If you're outside Europe:
Please ensure your bank doesn't block purchases from European companies, as we operate from Europe.
My order was cancelled, what happens to my payment?
If money has been deducted from your account due to an unsuccessful or canceled order, don't worry. This amount has only been reserved by your bank and will be automatically refunded to your account within 2-5 working days.
However, if the amount was deducted instead of being refunded, please reach out to us, and we'll assist you in resolving the issue.
I have returned my order but my credit card has been closed
Your refund is always credited back to the original payment method used for your order. If you paid with a credit or debit card, the refund is processed directly to your bank account. So, even if your credit card is inactive, you'll still receive your refund.
If you've closed your bank account, don't worry. Once you receive your refund confirmation via email, you can contact your bank to redirect the transaction to your new account.
Discounts
I forgot to add my discount code, can you help me?
If your order has not yet been shipped, we are happy to apply MOST discount codes for you. Simply reach out to us with your order number and the discount code you'd like to apply, and we'll gladly assist you. Please note that we can only apply valid discount codes that are applicable to the items in your order.
My discount code is not working
Be sure to enter your code exactly as provided, ideally by copy/pasting it into the designated box. Double-check that your discount code is still valid and hasn't expired.
If your code still isn't working, please reach out to us, and we'll assist you further.
How many times can I use my discount code?
Our discount codes are only valid once on one purchase.
Can I combine two discount codes?
No, it is not possible to combine two or more discount codes on one purchase.
Wrong size but ordered with a discount code?
Certainly! Just follow our return instructions to send back the item, then proceed to place a new order. Contact us with both your original order number and the new one, and we'll gladly apply the code for you!