RETURNS & EXCHANGES
This Returns and Exchanges Policy applies to all purchases made through the website Neptuno.com, the Neptuno mobile applications, and any other website or application that directs you to this Returns and Exchanges Policy (collectively, the "Site"). All Neptuno purchases may only be returned to stores within the original country of purchase. Please contact your local store for any store-specific return policy information. Online purchases made through the Site are valid for exchange, credit, or refund within 30 days from the ship date. Your return form and invoice provide a postmark date that specifies the last day you have to return your merchandise by mail or to one of our stores. Items must be returned unwashed, unworn, undamaged, and with all tags attached. Jewelry must be in its original packaging. All returned items must be accompanied by the return form and customs documents (if applicable).
Returns by mail
Your package includes an order invoice, return form, customs documents (if applicable), and a pre-printed merchandise return label.
- On your return form, check off the items you wish to return and list the return reason code(s)
- Securely pack your merchandise and return form in a box or envelope of your choice (you may also use the original package if possible)
- Place the pre-printed return label on the outside of your package. . Please note that the return label is not pre-paid, therefore, you will be responsible for the return shipping cost. In addition, any shipping charge paid by you is non-refundable unless you received damaged, defective, or the wrong item(s)
- Mail your online returns using the pre-printed label included with your package, or to the following address:
Neptuno
Attention: Online Returns
3556 N. Mission Rd Dock Z-1
Los Angeles, CA 90036
Refunds will be issued in the original form of payment. Please allow 2-3 weeks from the return ship date for your account to be credited, and 1-2 billing cycles for the credit to appear on your statement. For returns from international and APO/FPO addresses, please allow 4-6 weeks from the return ship date for your account to be credited, and 2-3 billing cycles for the credit to appear on your statement. If you made your purchase using a gift card, e-gift card, or store credit, refunds will be issued to the original card that was used.The refund amount will include only the amount paid by you after any discount or reward was applied to the returned item(s) and it will not include any shipping charge paid by you unless you are returning a damaged, defective, or the wrong item was sent to you.
Returns to a store
You must provide your order invoice and the form of payment used to make the purchase when returning merchandise to a store. You may return your merchandise to any Neptuno, "$10 and Under" location within the United States. Refunds for online purchases returned in store will be issued in the original form of payment, except for online purchases made using PayPal. At this time, all store returns of online purchases using PayPal are valid for exchange or store credit only. Please allow 1-2 billing cycles for the credit to appear on your statement.
If you made your purchase using a gift card, e-gift card, or store credit, refunds will be issued to the original card that was used. The refund amount will include only the amount paid by you after any discount or reward was applied to the returned item(s) and it will not include any shipping charge paid by you unless you are returning a damaged, defective, or the wrong item was sent to you.
Returns for online purchases made with gift cards / store credit
Refunds can only be made to the exact gift card, e-gift Certificate or store-credit used for the original purchase. Please retain the gift card, e-gift certificate and/or store credit after your online purchase, for return refunds and future purchases.
questions or comments?
For further assistance, contact us at (345) 324-5634 for U.S. and Canada, or (123) 456-7890 for International shoppers. You can also contact us through our customer service portal.
NUSA
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