At neckmuse, we maintain rigorous quality control for all our scarves. Should any issues arise post‑delivery, please contact our customer service team at [email protected] promptly for assistance.

Return Period
Items may be returned or exchanged within 30 days of receipt, provided they meet our eligibility criteria.

Return Shipping Options

• Post Office Collection: Arrange package pickup via your local post office.
• Drop‑off at Post Office: Deliver the package to your nearest post office.

Shipping Cost Responsibility

• Our Fault (e.g., defective/damaged items, incorrect colour or size sent): We cover return shipping costs and provide prepaid return labels for carrier‑caused issues.
• Your Reason (e.g., size or colour mismatch, change of style preference): You bear shipping fees, which vary by carrier.

Return Requirements

• Non‑Quality Issues: Items must be unworn, unwashed, undamaged, and retain original tags and packaging. For reasons of hygiene and product integrity, scarves that have been worn, washed, or with tags removed may not be eligible for return.
• Pre‑Approval Required: Obtain customer service approval before returning any items.
• Quality/Incorrect Delivery Issues: Provide clear photos of defects or errors to receive return instructions.

Eligible Circumstances for Return/Refund

• Items damaged or defective due to production or transportation errors.
• Items differing from descriptions (e.g., size, colour, material composition).
• Undelivered or lost parcels.
• Delays exceeding agreed timelines.

Return Process

1. Contact Customer Service: Share your order number, SKU/product name, and return reason.
2. Response: Our team replies within 24 hours on business days with detailed instructions.
3. Ship Items: Return to the provided address with a tracking number and receipt.
4. Refund/Exchange: We process refunds or exchanges immediately upon receipt and inspection of returned items.

Critical Notices

• Return Address: Use only the address provided by customer service; package sender addresses are invalid.
• Non‑neckmuse Items: Exclude items not purchased from us—we will not process them.
• Lost/Stolen Packages: We are not liable for transit losses; retain tracking proof.
• Refund Timing: Refunds may take up to 7 business days to reflect, depending on your payment provider.

Special Cases

• Defective/Damaged Items: We issue return labels for carrier‑caused issues.
• Customer Remorse: You arrange return labels for size, colour, or style changes.
• Worn or Stained Items: Returns showing visible wear (e.g., pulled threads, stains, odours, or washing) may be denied.

Contact Us
Address: RM.517 NEW CITY CENTRE, 2 LEI YUE MUN ROAD, KWUN TONG HONG KONG
TEL: +85247884430
Email: [email protected]
Working Hours: Monday–Friday, 08:00–17:00 (UTC +8)
We respond within 24 hours on business days.

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