Shipping policy
Standard delivery is free on every order throughout the United Kingdom.
For faster delivery, choose Express at checkout. Express costs £5.00 for orders below £100 and is free for orders of £100 or more.
We will email your tracking information as soon as your order is dispatched.
Delivery options
| Delivery method | Delivery time after dispatch | Orders below £100 | Orders of £100 or more |
|---|---|---|---|
| Standard | 10–15 working days | Free | Free |
| Express | 3–5 working days | £5.00 | Free |
We prepare your order in 1 working day after you place it, then dispatch it. The delivery times shown above are calculated from dispatch and do not include this preparation time.
Express delivery is free on orders of £100 or more after any discounts have been applied. For orders below £100 after discounts, Express delivery costs £5.00.
Working days are Monday to Friday, excluding bank holidays.
Returns
Our voluntary 30-day money-back guarantee
You may send eligible items back within 30 days of the date your order is dispatched for a full refund of the price paid for those items or, if you prefer, store credit.
To qualify under this guarantee, items must be unused, unwashed, undamaged and in their original, unopened product packaging. You may open the outer delivery parcel.
These conditions apply only to our voluntary guarantee. They do not limit your statutory cancellation rights or your rights if goods are faulty, damaged or incorrectly supplied.
Your statutory right to cancel
For online consumer purchases, you normally have until 14 days after the day you receive the goods to tell us that you wish to cancel, followed by a further 14 days to send them back. For one order delivered in separate shipments, the cancellation period runs from receipt of the last item.
Opening the packaging to inspect the goods does not, by itself, remove this right. A lawful deduction may apply if handling beyond reasonable inspection reduces their value.
Postage and refunds
Refunds go back to your original payment method unless you expressly agree otherwise. Store credit is optional.
You pay return postage for change-of-mind returns, provided we gave you the required information before purchase. Standard delivery is free, so there is no standard delivery charge to refund. Any additional Express delivery charge is not refunded for a change-of-mind return.
If goods are faulty, damaged in transit or incorrectly supplied, contact us with your order details and a description of the problem. Photographs are helpful, if available, but are not required to make a claim. We will arrange an appropriate remedy in line with your statutory rights and cover reasonable return costs and any applicable delivery refund.
See our full Returns and Cancellations Policy at [RETURNS POLICY LINK] for return instructions, the return address, refund deadlines and your statutory rights.
Help
Our customer service team can help with orders, delivery, products and returns. Email support@neolavish.com or send a private message through one of the official social media accounts linked on our website. We reply within 24 to 48 hours.
Neolavish
27 Old Gloucester Street
London
WC1N 3AX
United Kingdom
For product returns, use the address in our Returns and Cancellations Policy.
Frequently asked questions
Where do you deliver?
We deliver throughout the United Kingdom.
How much does delivery cost?
Standard delivery is free on every order. Express costs £5.00 for orders below £100 and is free for orders of £100 or more.
Does 10–15 working days mean 10–15 calendar days?
No. Working days exclude weekends and bank holidays. Ten to fifteen working days is approximately two to three calendar weeks, with additional time where bank holidays fall within that period.
When will I receive tracking information?
We will email it as soon as your order is dispatched.
My parcel has not arrived. What should I do?
Email support@neolavish.com with your order number. We will investigate with the delivery provider and explain the next steps. Your rights if delivery is late or the parcel is lost remain unaffected.
Can I return microfibre cloths that I have already washed?
Washed items do not qualify for our voluntary 30-day guarantee. Washing does not automatically remove your statutory rights if the product is faulty, although damage caused by misuse or failure to follow appropriate care instructions is not a product fault. Contact us if you believe there is a problem.
How do I contact you?
Email support@neolavish.com or send a private message through an official social media account linked on our website. We reply within 24 to 48 hours.