Returns, exchanges and refunds

You can ask to return or exchange a ready-made piece within 7 days of delivery, as long as it is:

• unworn, unwashed and unaltered;
• free of perfume, makeup, deodorant and pet hair;
• returned with its original tags and packaging.

This applies to full-price and sale pieces, and to pre-orders once they’re delivered. If a piece comes back not meeting these conditions, we’ll send it back to you and can’t offer a refund.

Pieces made to your own measurements are cut and sewn just for you, so we can’t accept them for a change of mind or size, and they can’t be refunded unless they’re faulty or not what you ordered.

If something doesn’t fit as it should, contact us within 48 hours of delivery. Where the piece doesn’t match the measurements you gave us, we’ll alter or remake it at no cost. You can correct your measurements from your order page until production starts.

We check every piece before it leaves us, but if something slips through, tell us within 48 hours of delivery with your order number and clear photos of the problem.

Once confirmed, we’ll offer a repair, a replacement or a full refund (including the delivery fee you paid), and we’ll cover the cost of sending the piece back to us. This doesn’t affect your rights under Nigerian consumer protection law.

• Message us on WhatsApp or email support@neela.ng within 7 days of delivery, with your order number, the piece and the reason (and whether you’d like an exchange or a refund).
• We’ll reply with the return address and how to send the piece back.
• Pack it securely and send it with a tracked service. Keep your receipt until your return is complete, as we can’t be responsible for parcels lost on the way to us.

Please don’t send items back without contacting us first, so we can match your parcel to your order.

For a change of mind or size, the cost of sending the piece back to us is yours, and the original delivery fee isn’t refunded. For exchanges, we’ll confirm the fee to send the new piece to you. When an item is faulty, damaged or wrong, we cover all delivery costs.

Once your return arrives, we inspect it and email you to confirm. Approved refunds are sent within 5 to 10 working days:

• Paid online (card or bank via Paystack): refunded to the same card or account.
• Paid by bank transfer: refunded to the bank account you give us.

Depending on your bank, it can take a few more working days for the money to show. Refunds are made in Naira (NGN), for the amount you paid after any discount. Any discount code used on the order can’t be reissued.

Want a different size or colour? We’ll exchange it as long as the piece you want is available. If it isn’t, we’ll refund you instead. Not sure about your size? Use “Find my size” on the product page, or message us before you order and we’ll help you choose.

Unpaid orders can be cancelled from your order page in My Account. If you’ve already paid, contact us as soon as possible:

• Ready-made pieces and pre-orders can be cancelled for a full refund any time before they’re dispatched.
• Made-to-measure pieces can be cancelled for a full refund until production starts. After that, the piece is being made for you and can’t be cancelled.

If we ever can’t fulfil your order, we’ll let you know and refund you in full.