Nia Lucid

RETURNS AND EXCHANGE POLICY FOR MADE-TO-ORDER PRODUCTS

Custom-made items are non-returnable unless they have studio related defects or damage.

It is important to note that leather, being organic, will not yield identical products. Variations in leather are not a defect, rather a homage to the uniqueness of this biological and valuable by-product. Photographs are representative.

DEFECTIVE OR DAMAGED ITEMS

In the unlikely event that your item arrives defective or damaged, please contact us within 7 days of receiving your order and send us a description and photographs of the issue. Customer service will review the packaging video and, if the fault lies with the studio or the courier - we will send you confirmation.

Should the fault be studio related, we will then send you a confirmation number requesting that you return the item within 14 days to the shipping address on the packaging. Pieces shipped without a confirmation number may not be eligible for refund or replacement.

For courier damage please refer to the shipping policy.

INCORRECT ORDERS

In the unlikely event that you receive an incorrect item, we apologize for the inconvenience.

Please contact us within 7 days to confirm with us.

On confirmation, please then return the item within 14 days to the shipping address on the packaging. Pieces shipped without a confirmation number may not be eligible for replacement.

Return Shipping: For approved returns due to maker defects, damage, or incorrect items, we will refund the return shipping costs on inspection of the item in studio. Please post to the shipping address on the packaging within 14 days of receiving our confirmation to do so. Pieces received after 14 of confirmation to return them, will attract an administration fee. Items received after 30 days may not be eligible for consideration.

Refunds: Approved refunds will be processed within 7 - 14 business days of receiving the returned item.

Products that have been worn, used, or altered are not eligible for return or exchange.

Items damaged during courier transit are not eligible or a return or refund. Please see shipping policy.

Ex Works (EXW) Terms:

All orders are shipped under Ex Works (EXW) terms, meaning ownership and risk transfer to the buyer once the products leave our factory.

As a service, we arrange shipping on behalf of the buyer, but this does not alter the transfer of risk.

Packaging Verification:

Each order is carefully packaged, and we video the packaging process to confirm the condition of the pieces before they leave our studio.

The video can be provided to the buyer upon request as proof of the product’s condition at dispatch. Please send us photos and a description of the issue with your request.

Courier Arrangements and Insurance:

While we do arrange the courier for our buyers as a service, we recommend that, particularly international, clients purchase shipping insurance to protect against potential transit damage.

Claims Process:

In case of damage during transit, the buyer should document the damage and contact the courier service to initiate a claim.

Customer Support:

Our customer support team is available to assist with any shipping-related issues and provide guidance throughout the claims process.

We will support the buyer in reaching a fair outcome. Upon request, we will provide the packaging video as proof of quality at dispatch and the courier tracking details.

Thank you for choosing Neo, and supporting our commitment to sustainability. We appreciate your understanding and look forward to crafting beautiful, custom-made pieces for you.

CTA: If you have any questions or need assistance, please contact our customer support team at on WhatsApp