Returns & Exchanges

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What is your return policy? How many days do I have to return a product?

Returns may be made by courier. If you would like to return an item, you must notify Neelum Store within 14 days from the date of delivery. You will then have 14 days from the notification date to return your item to the address on the return shipping label. Returned merchandise must meet the below requirements in order to be accepted for a refund:

  • All items must be in original condition with original tags attached. Merchandise that has been worn, used, altered or damaged will not be accepted. For lingerie products, the underwear protection, when provided, must also be intact. 
  • Beauty products may only be returned if unopened and in their original cellophane wrapping.
  • Returns on items with a return tag attached will only be honored if the label has not been removed.
  • Made To Order, DIY, Monogram and selected Décor items are final sale and cannot be returned.
  • Due to the intimate nature of swimwear, tights and lingerie, these products should be tried on wearing your own clothing underneath. 
  • Décor items, such as chairs or items with non-standard dimensions, may require special return instructions. If you would like to return one of these items, please contact at neelumstores@gmail.com.

How do I return an item?

Returns may be made by carrier or in store. If you would like to return an item, you must notify Neelum Store within 14 days from the date of delivery. You will then have 14 days from the notification date to return your item to the address on the return shipping label . Please follow the return instructions below:Return by carrier:

  1. Within 14 days of receiving your order, request a return or exchange by contacting us. Once approved, Neelum Store will arrange for collection of the first return only, in its original packaging and provided boxes.
  2. Ensure the item(s) are in original, unworn condition, and have the Gucci return tag(s) intact. 
  3. Place the item(s) in the original packaging.
  4. Complete the Return section of the original purchase invoice, and enclose it with the item(s). 
  5. Securely repackage the item(s) into the outer shipping carton. If you have not kept the outer shipping carton, please find a suitable replacement to protect the item(s) and packaging. 
  6. All returns shipped using the enclosed prepaid return label are complimentary. Please note, Neelum Store is not liable for merchandise returned through an alternative courier service, we recommend using the prepaid label. 
  7. Attach the prepaid return label on the outside of the box.
  8. If for any reason you are unable to locate the prepaid label, please send an email at neelumstores@gmail.com
  9. Once received in the warehouse, returns will be processed within 14 business days and credited back to the original form of payment. You will receive an email confirmation when your return has been completed. 
  10. Ensure the item(s) are in original, unworn condition, and have the Neelum Store return tag/s intact. 
  11. Once received in the warehouse, returns will be processed within 14 business days. You will receive an email confirmation when your return has been completed. Alternatively, the store can process an exchange, or issue you with a credit note that can be further used in any Neelum Store.
  12. Refunds will be credited back to the original form of payment. 

How do I exchange an item?

Exchanges can be made by courier. In order to exchange an item, return the original item using the return instructions provided in your shipment. Please note that new orders are subject to merchandise availability. We will inform you if we are unable to fulfill your order. For Credit Card orders a refund will be issued for returned item following a new charge for an exchange.  If you are exchanging for an item of lower cost, you will receive a partial refund directly through your CNIC card via easypaisa.  For exchanged items with a higher value than the original purchase price, Neelum Store will request a payment of the difference.

How long does it take for a refund to be issued?

Merchandise returned by courier to the warehouse will be processed within 14 business days from receipt. You will receive an email confirmation when your return has been completed. Refunds will be credited back to the original form of payment.

Are delivery charges refundable?

Delivery fees are non-refundable.

Can I exchange or return an item gifted to me by someone else?

Gift items purchased on Gucci.com may be returned or exchanged. However, refunds may only be issued to the same method of payment used for the original purchase.  

Can I return a DIY, Made To Order or monogrammed item?

Once a DIY, Made To Order or monogrammed item item has successfully been submitted, it cannot be cancelled, modified or returned for a refund. These items are final sale.