Contact us Tel. +34 675 48 45 49 or service@atelierneela.com
Customer Service & Chat: Monday to Friday from 10 am to 5 pm

Frequently Asked Questions

ORDERS

I noticed my details are incorrect on my order summary, can I change them at this time?

If you have made an error in your order details, please reach out to us as soon as possible and we will do our best to assist you!

Can I cancel or change my order once it has been placed?

No, once an order has been placed we are unable to alter or cancel the order. We start processing orders immediately after they are placed to ensure they arrive as quickly as possible. If you need to cancel your order, please reach out to us as soon as possible and we will do our best to assist you!

I just placed my order, when will it ship?

Your order will be shipped Ground Service. Please allow 1 business day for processing. Once shipped, orders are generally received within 2-5 business days*. We do not ship on Saturdays, Sundays, or holidays.

While we will do all we can to ensure your order is delivered on time. Neela cannot be held responsible for conditions beyond our control such as severe weather, service interruptions, etc.

*Remote/distant regions may experience higher transit times.

SHIPPING

What are the shipping costs and time?

We offer standard ground via ASM. Please allow 1 business day for order processing and note that holidays* are not included in the estimated delivery times.

In France and Spain the courier company delivers orders within 1 or 2 days. For Europe the delivery time is between 1 and 6 days depending on the country

**Remote/distant regions may experience higher transit times.
*Public Holidays: New Year’s Day, Easter Monday, King’s Day, Ascension Day, Whit Monday, Christmas Day, Second Day of Christmas

I am not going to be home when my package is expected to arrive, what should I do?

Orders may be left at your shipping address if you are not home. We suggest that if you will not be home and are concerned about your order’s delivery, to use your work address as the shipping address to ensure you receive your package.

What is NEELA return policy?

NEELA product that is purchased online (excluding promotional or sale items) can be returned or exchanged within 15 days of the purchase date for a full refund in the amount of the purchase excluding shipping costs. All merchandise must be returned unused and be accompanied by the original hang tags. The condition of the product is left at the discretion of NEELA.

*Customers are responsible for all shipping expenses on the return of NEELA  product. Please note, our warehouse is currently located in the Madrid.

Additional Information Regarding Returns

It is our company policy that the customer must pay for all shipping expenses on the return/exchange of NEELA product. Exceptions may be made if the reason for the return is a mistake on our behalf. We will not assume responsibility for misdirected, lost or damaged return shipments.

All returned items must include the original packing slip as well as the RA (Return Authorization) number that was issued to you clearly printed on the Returns Form.

Please note that our warehouse is currently located in Madrid.

WHOLESALE

I would like to sell NEELA products. Who should I contact?

Please provide us with the name and location of your store, pictures of your shop and other brands you carry on our contact form. If you are an online business, please specify the URL of your website.

We are a distribution business and would like to distribute NEELA Who should we contact?

Thank you in advance for your interest in working with NEELA. Please indicate the name, location and website for your distribution business on our contact form and someone will get back to you shortly.