Shipping and returns policy

At Neatwear (Pty) Ltd, we’re committed to delivering your order swiftly, safely, and transparently. This policy outlines how we handle shipping, delivery, returns, and exchanges both in South Africa and internationally.

1. Shipping

1.1. Processing Times

All orders are processed within 2–5 business days of payment confirmation. Orders placed on weekends or public holidays will be processed on the next working day.

1.2. Domestic Shipping (South Africa)

  • Courier: We partner with trusted local couriers (e.g., PostNet , Aramex , Ram).
  • Delivery time: 2–5 business days from despatch.
  • Cost: Calculated at checkout based on your location.
  • Free delivery on orders over R2500.
  • You’ll receive a tracking number once your order is despatched.

2. Order Issues & Delays

If your package is delayed, missing, or damaged in transit, please contact us at info@neatstore.co with your order number. We will liaise with the courier to resolve the issue, but cannot be held liable for events beyond our control (e.g. customs delays or force majeure).

3. Returns & Exchanges

We want you to love your purchase, but if something isn’t right, we’re here to help.

3.1. Eligibility

Items may be returned or exchanged if:

  • Initiated within 21 days (domestic)
  • The item is unworn, unwashed, and in its original packaging with tags attached
  • It is not a final sale, discounted, or custom-made item

3.2. How to Return or Exchange

  1. Email us at info@neatstore.co with your order number and reason for return/exchange.
  2. We’ll reply with return instructions and shipping address.
  3. Package the item securely and send it using a trackable service.
  4. Once received and inspected, we will issue a store credit, exchange, or refund (depending on your request and product eligibility).

3.3. Return Shipping Costs

  • Customer’s responsibility unless the item is incorrect or faulty
  • We recommend using a tracked shipping method; we are not responsible for lost return packages

4. Faulty or Incorrect Items

If your order arrives damaged or incorrect, please email us within 7 days of delivery with:

  • A clear photo of the issue
  • Your order number

We will arrange a replacement, exchange, or full refund, including any shipping costs incurred.

5. Final Sale Items

The following cannot be returned or exchanged:

  • Items marked final sale or discounted
  • Gift cards
  • Underwear or swimwear (for hygiene reasons)
  • Customised or made-to-order items

6. Need Help?

If you have any questions about your order or this policy, reach out anytime:

  • Neatwear (Pty) Ltd
  • Cape Town, South Africa
  • Email: info@neatstore.co

  • Instagram: __neat___

Shipping

All orders are despatched with in 2-5 business days after purchase confirmation. You will receive an email confirmation with your tracking number once your order has been sent. All shipping times are estimates given by the shipping carriers, please allow for potential delays within their network.

Returns

Returns and Exchanges

At Neat, we want you to be completely satisfied with your purchase. However, if something isn’t quite right, you may request a return or exchange, subject to the following conditions:

Eligibility

  • Only full-priced items are eligible for store credit or exchange.
  • We do not issue refunds to the original method of payment.
  • Shipping fees are non-refundable.
  • All discounted items and items marked ‘FINAL SALE’ are not eligible for return, exchange, or store credit.
  • Items must be unworn, unwashed, and returned in their original packaging to qualify.

If your item is defective, please contact our customer support team at info@neatstore.co within 7 days of receiving your order, and we will assist you accordingly.

Return Window

Our return policy is valid for 7 calendar days from the date of delivery. Unfortunately, returns or exchanges cannot be accepted once this period has passed.

Return Fees

  • South African Returns/Exchanges: All local returns or exchanges are subject to a flat return fee of R150, which will be deducted from your store credit. A prepaid return label will be provided via our returns portal.