FAQs

What is your return policy?

All unworn, unused items with tags still attached may be returned for IN STORE CREDIT within 21 days of receiving your order. Just take a moment to fill out our return form in our return & exchange portal for authorization and we’d love to  send you a shipping label for US orders. Please note, if you an international customer, all sales are final.

Why store credit instead of refunds?

We’ve found that store credit lets us care for customers well (longer return windows, easier exchanges, and thoughtful service). Your store credit never expires and can be used anytime on a future order.

Are items held in your cart?

Yes! During our monthly collection launch day, pieces from that month's collection will be reserved in your cart for a limited time. You can hold up to 5 items in your cart for 5 minutes, and a countdown timer will show exactly how much time you have remaining to complete your checkout. This feature is designed to give you a little extra time to shop and check out with confidence during launch day.

What’s the $8 processing fee for?

Returns involve real shipping and handling costs.
The $8 processing fee helps cover those logistics so we can continue offering easy returns and prepaid labels. There’s no out-of-pocket charge to you, the fee is simply deducted from the store credit issued.

Can I combine returns from multiple orders to reduce the $8 restock & processing fee?

You're welcome to pack items from different orders into one box — one trip to the post office is easier for everyone, we get it. The $8 processing fee, though, applies to each order you're returning from, since every order is received, inspected, and restocked separately by our team. So if you're returning items from three orders, three processing fees will apply, even if everything ships together in one box. Here's how it works: start your return in our portal, select the items you're sending back from each order, and pack it all together. Once your return is on its way, your store credit will be issued for everything, you'll get an email the moment it's ready

When will I receive my store credit?

Once your return is approved, you will receive your shop credit to your email.

Can I exchange instead of returning?

Yes! We offer instant exchanges for a different size (when available). Your exchange ships as soon as your return is scanned, no waiting required.

What if my item arrives damaged or incorrect?

If something arrives damaged or isn’t what you ordered, please reach out right away — we’ll take care of it and make it right. We want to make sure you love each and every piece you purchase from Neuflora.

In these cases:

• No processing fee applies

• We’ll arrange a replacement or full store credit as appropriate

These situations are handled separately from standard returns.

Where do you ship?

We currently ship throughout the United States, Canada, Australia, Austria, France, Germany, the UK, the Netherlands, and New Zealand.

Do you accept international returns?

At this time, all international sales are final. If your international order arrives damaged or incorrect, please contact us and we’ll make it right.

Are there any items that can’t be returned?

To keep things fair for everyone, we’re unable to accept returns on:

• Items that have been worn, washed, or altered

• Items without original tags

• Shoes returned without the original shoe box

• Home items that have been opened or used

All Neuflora Home items must be unopened and in original packaging.

What if I miss the 21-day return window?

Returns must be initiated within 21 days of delivery. We recommend starting your return as soon as possible once your order arrives so everything goes smoothly.

Can I combine multiple returns in one package?

Each return needs to be submitted through the return portal so we can track items correctly. If you’re unsure how to do this, our team is happy to help, just reach out to us at info@neuflora.com!

Do you have a storefront location?

Yes! We do have a shop location in Franklin, TN. We’re located at 1109 Harpeth Industrial Ct, Franklin, TN 37064, and are open Monday through Friday, 10am–5pm. We would absolutely love to meet you — feel free to stop by anytime!

Can I return an online order to your storefront location?

Yes! If you order something online and are within the 21 day return window, you are more than welcome to stop by the shop and return it. However, if you purchase something in store you cannot return it online. 

Still have questions?

We’re always here. If something feels unclear or you need help deciding what to do next, just reach out to us at info@neuflora.com, we’d love to help.