Shipping & Returns

Shipping

How much does it cost to ship my order?

    • UK shipping costs £2.99 or free over £50 with Royal Mail. Deliveries take 3-5 working days usually, sometimes our site will have longer shipping periods but this is stated when checking out!
    • NEXT DAY DELIVERY £5.99 or free over £100 (this shipping option must be selected at checkout)
    • You must order before 2pm GMT. Orders placed on Friday before 2pm will get their orders on Monday
    • SATURDAY DELIVERIES If you order on Friday and want Saturday delivery you MUST select the Saturday delivery option! Orders shipped with Royal Mail special delivery.
    • We recommend making sure your at the delivery location so that your parcel can be securely delivered
    • Orders placed over the weekend are shipped Monday with next day delivery.
Free shipping will automatically be added when you spend £100 or more
  • International shipping is £8.99 for full trackable shipping
  • Free tracked international shipping on orders over £100
Now the UK has left the EU, all orders from within the EU are subject to pay VAT on their order, we don’t collect VAT upon payment so it may be collected upon delivery, the courier may reach out to you to make The VAT/Customs payment once the package has entered the country. We do not cover the cost of customs fees.
Royal Mail is our domestic carrier who passes it onto other carriers for international orders.

How will my parcel be packaged?

Orders over £80 are packaged in our luxury gift boxes, these can be added to your order for an additional £5

Orders under £80 are packaged in our luxury branded pouches

I didn't receive my order conformation or tracking number, where can I find it?
Please send us an email with your Name, Email & Order # and via our  Contact Page.
How can I track my order?
UK orders are sent with Royal mail 24 or 48 and is fully trackable, if your order doesn’t arrive within the five working day period please drop us an email as all signed for orders are given a parcel number which can be put into the Royal mail website. 

Our next day delivery service uses special delivery and someone must be in to sign for the package. We recommend delivering to your work if you don’t work from home. 
My item is lost in the mail, what do I do?
We are so sorry if your order has been lost, please use the contact form via the website so we can assist you. You are responsible for your order if you enter the wrong shipping address.
Do you ship to my country?
Most likely yes, with a few exceptions. You can proceed to the checkout and our system will let you know.
Can I cancel my order once placed?
Unfortunately we cannot cancel your order once placed, you can return the order for a refund once it arrives
Can I request an address change on my order?   
Unfortunately we are unable to make address changes as we may not see your email before dispatch
When will my order arrive?
Your order is packed and shipped within 1-3  working days of your purchase and 95% of the time will arrive the following working day, if not it will arrive in the second working day
  • Average delivery time for domestic orders is 1-2 business days once shipped.
  • Average delivery time for European orders is 4-7 business days from day of shipment via Royal Mail only
  • Average delivery time for other International orders is 6-12 business days from day of shipment via Royal Mail only
We ship Monday - Friday, with the exception of UK holidays.

Returns & Exchanges

We offer refunds within 14 days of receiving your order on all unworn items excluding lucky dip boxes and sale items. Please contact us if you want a refund / exchange

Sale items can be returned for store credit only, lucky dips are non-refundable and non-exchangeable as are earrings due to hygiene reasons

 

if you purchased using a 3 for 2 offer, you are unable to return 1 single item. 2 items or the full order need to be returned

Neck On The Line is VAT Registered: 339683360