Shipping

NETERU CLOTHING is Ibiza based and all orders ship from Spain. We aim for all orders to leave our warehouse in 48 hours, please allow extra time during sales or public holidays. 

If you wish to read our RETURNS POLICY you can visit that HERE

 

UK SHIPPING

standard shipping, Express Overnight Shipping - 10€

Standard shipping time is 2-5 working days after dispatch. Express shipping is overnight on all orders ordered before 2pm days after dispatch

We cannot guarantee signatures on delivery.

 

USA SHIPPING

Standard shipping time is 2-5 working days after dispatch. 

 

EU SHIPPING

IMPORTANT - All EU orders (except Greece & Cyprus) are delivered with your Duties and Taxes are already paid by Neteru Clothing and you do not have to worry about arranging customs clearance - IMPORTANT if you receive an email from the shipper requesting payment DO NOT PAY this and communicate with us before taking action, we will not be able to issue a refund if you make payments to the courier. 

FREE shipping on orders over 333€ - Standard shipping - 19€, Express Shipping - 30€ 

(Bulgaria, Hungary, Liechtenstein, Romania, Estonia, Iceland - Standard shipping - 25€, Express shipping - 38€)

Standard shipping - all orders are shipped via FedEx and delivered within 1-2 weeks days after dispatch

Express shipping - 2-7 working days

 

AUSTRALIA SHIPPING

FREE shipping on orders over 333€ - Standard shipping - 18€, Express Shipping - 36€

Standard shipping time is 5-14 working days after dispatch. 

Express shipping - 2-7 working days days after dispatch

 

CANADA SHIPPING

FREE shipping on orders over 333€ - Standard shipping - 18€, Express Shipping - 30€

Standard shipping time is 7-14 working days after dispatch. 

Express shipping - 2-7 working days days after dispatch

 

SOUTH AMERICA SHIPPING

FREE shipping on orders over 333€ - Standard shipping - 29€

Standard shipping time is 7-14 working days after dispatch. 

 

UAE SHIPPING

FREE shipping on orders over 333€ - Standard shipping - €25

Standard shipping time is 7-14 working days after dispatch. 

 

JAPAN SHIPPING

FREE shipping on orders over 333€ - Standard shipping - 29€

Standard shipping time is 7-14 working days after dispatch. 

 

GREECE AND CYPRUS

Unfortunately we are unable to send DDP to Greece and Cyprus. All orders will be charged with Duties and Taxes by Greek customs. Please email us to info@neteruclothing.com is you need any further help

GREECE - FREE shipping on orders over 333€ - Standard shipping - 19€, Express Shipping - 30€

CYPRUS - FREE shipping on orders over 333€ - Standard shipping - 35€, Express Shipping - 40€

  

IMPORTANT INFORMATION TO NOTE

• Customers are responsible for paying their own Customs / Duties - please see this section below for more information.

• Please note, delivery times are an estimate, and are subject to delays which may be out of our control

• If the parcel is undelivered due to customer refusal to pay import duties, we are not liable. Refusal to pay import duties does not mean that the parcel will be safely returned to us. We will only refund the purchase if and when the parcel is returned to us. The refusal process can attract significant returns fees, which will be deducted from the return value.

• All international orders require you to leave a phone number and can NOT be delivered to a Post Office or PO Box

• Please ensure your delivery address is secure. If you don’t have access to a secure delivery address, collection can be made from your local post office.  We cannot take responsibility for stolen or missing packages.

• Jewellery may ship separately. We aim to dispatch orders within 3-5 working days but can occasionally take longer, in this case we will notify you.

• Under certain circumstances, delivery time can increase depending on the destination country's customs processing times, which are out of our control.

• We offer a worldwide service and are happy to post internationally, but please be aware of your country's import structure and fees/limitations. Please note below the list of countries with shipping limitations. If you wish to order to one of these countries please email us at info@neteruclothing.com

 

CUSTOMS DUTIES & IMPORT TAXES (Not including EU)

Your order may be subject to customs fees or taxes which are levied once a shipment reaches your particular country. Taxes and duties are calculated by the courier and they will send you the customs invoice to be paid before delivery. All relevant import taxes and duties will need to be paid before you can receive your item. If not paid this will delay your delivery. Note that duties and taxes are non-refundable. 

Please be aware of your country's import structure and fees/limitations. For more information on imports please see more below some FAQ's. 

Neteru Clothing is not responsible for any customs and taxes applied to your package by your local authorities. You will be responsible for paying these additional charges for customs clearance. We must declare all items at their full price and cannot change this amount to lower customs fees.

The amount payable depends on the country to which the order was shipped. Please contact your customs office for a specific amount and percentage breakdown.

 

FREQUENTLY ASKED QUESTIONS

Q. Can I change or cancel my order?

• Please reach out to info@neteruclothing.com if you would like to adjust your order. We will do our best to assist you, but cannot guarantee any changes or cancel your order, as we work quickly to dispatch all orders. If you have received your dispatch email already we will not be able to make any changes or cancellations.

Q. I entered the incorrect shipping address, and my order couldn’t be delivered.

• In the event that the provided shipping address is incorrect or unknown, the carrier may return the goods to us. Once we receive them back, we will alert you and refund the items minus shipping. You may then repurchase with an updated shipping address.

Q. My tracking number says my order has been delivered, but I can’t find it.

• If your tracking states the parcel as delivered, but you have not received it, please contact us within 5 days, and we will open an inquiry with the courier. Unfortunately, after this time frame we may not be able to assist in finding this item and are not responsible for its replacement.  

Q. I am being charged import duty or VAT higher than what I expected, can I refuse the shipment?

• In short, yes! Just like any normal return, we require prior notification via email (info@neteruclothing.com) Please note: Courier and mail companies do sometimes charge return fees, and they can be quite high. Any return fees, in addition to original shipping costs will be subtracted from the refund. We are only able to provide a refund once the order has been safely returned to us. Once the refusal is noted, it is the responsibility to ensure that the order is safely returned, so please continue to keep on eye on return tracking.

Q. I want to place two orders so I don’t go over my country's tax free threshold, is this possible?

• If you place multiple orders on the same day to the same shipping address, our system may automatically merge them and ship together. To avoid this, please place orders 24 hours apart.

Q. Do I have to be home for delivery? 

• Some orders will need to be signed for in person, or require you to be present at the time of delivery. Please state a delivery address where you will be present at the time of delivery (home or work). In the event that no one is available to receive your parcel, a card will be left providing you with the option for re-delivery or collection from your local collection depot. If you don’t receive a card, but see “attempted delivery” in the tracking, please reach out to the courier or postal service ASAP to reschedule your delivery. After multiple failed attempts, and no contact from the customer, your order may be returned to us.

Q. My parcel is missing.

• If your tracking states your parcel has been delivered but you can not locate it please contact the courier immediately. The sooner this is reported the better. Please feel free to reach out to us also but we strongly recommend that you contact the courier first.

 

REFUNDS AND RETURNS

We are happy to accept returns for full priced, unused items, as long as we are notified within 14 days of receipt. You then have a further 14 days to return the order to us. 

Visit our returns centre to apply for a return. This return step must be done within 14 days of order receipt.

1. Upon approval, you will receive detailed return instructions.

2. Please ensure your order is returned to us within 30 days of original order receipt. After this timeframe, we may not be able to accept the return.

3. Garments must be in the original packaging. This must include original tags attached and to be placed back in the original biodegradable bag that corresponds to the returned item, so that our returns team can swiftly process and provide a refund. We are not able to accept returns for garments without their original packaging.

Because we are unable to accept stained or odorous garments for return, we recommend trying your pieces without wearing perfume or deodorant (fresh out of the shower), as this can create unwanted stains that can void a return.

Once we receive your return, please allow up to 5 working days for us to issue a refund. Refunds will be issued for the cost of the goods, minus outward shipping costs. 

As a small business, we are not able to offer free return shipping on any order.

 

FAULTY OR INCORRECT ITEMS

Please notify us at info@neteruclothing.com within 7 days of receiving the item and we will work to resolve this. We ask that you also send photos, so that we can review and ensure that it is an isolated incident.

Please note that faulty items do still follow our return guidelines, and we must be notified within 7 days, and the parcel in the post within 14 days of receipt. 

 

CLAIMING REFUNDS FOR MISSING PARCELS

Missing parcel enquiries with the courier take at least 30 days. Once the courier has confirmed the parcel to be missing, only then can we issue the full refund.

 

SHIPPING LIMITATIONS

Unfortunately, due to carrier limitations we are currently unable to ship to the following countries/regions:

• Algeria

• Afghanistan

• Cuba

 • Iran, Islamic Republic Of

• Korea, Democratic People's Republic Of (North Korea)

• Kuwait

• Nepal

• Nigeria

• Pakistan

• Sudan

• South Africa

• Syria

FOR ALL OTHER INFORMATION OR SPECIAL REQUESTS PLEASE EMAIL info@neteruclothing.com