Retail Terms & Conditions
Refunds and Replacements
You may return any retail product for a credit note or exchange within 14 days of purchase to Neal and Palmer.
Custom, Bespoke and special orders will not be refunded or exchanged.
Any claim regarding damaged or defective goods must be made within 48 hours of purchase or receipt of merchandise.
To return any items please contact Neal and Palmer via email or telephone.
Please indicate the reason for the return, and whether you would prefer a replacement, exchange or credit note.
All items must be returned directly to:
Neal and Palmer, 11 Piccadilly Arcade, London, SW1Y 6NH
All goods returned for an exchange or credit note must be in a saleable condition with the original packaging intact and in an unused condition.
Please use an insured registered delivery method to return your order.
Please note that we do not refund the cost of delivery.
We are unable to offer exchanges or refunds on bespoke, custom-made items or special orders. This means that we cannot provide refunds or exchanges on items that have been specially made to order for you or any items that have been altered or personalised in any way and products that are not normally stocked by Neal and Palmer but have been ordered specially at your request.
We ask that customers understand that custom made and bespoke items cannot be refunded on the grounds that a customer simply does not like a product.