Frequently Asked Questions

If you're unsure about style or colour across our shoes or bags, our Customer Care team will help you choose the perfect piece for you. We also offer dedicated support for bridal clients, guiding you through our bridal styles, helping you find the right shade of cream and matching your wedding-day attire. London customers can also book a studio appointment to try pieces up close. Just use the "Schedule your fitting" option on the product page.

Our shoes follow Italian sizing and are true to size unless otherwise stated. You can check the full EU/UK/US/AUS and international conversions on our Size Guide, or tap "View size guide" on any product page. Still unsure? Please contact our Customer Care team at customers@neous.co.uk and we'll help you find the right fit.

Pre-order items are reserved and paid for in advance. The estimated dispatch date is shown on the product page and confirmed by email. You can cancel a pre-order any time before it's dispatched for a full refund. Just email customers@neous.co.uk.

We process orders quickly, so changes can't be guaranteed once an order is placed. Please email us at customers@neous.co.uk as soon as possible and we'll do our best before it's dispatched. Address changes can be made any time before dispatch, for both UK and international orders. For changes to style, colour or size: for UK orders we can usually help if you let us know beforehand; for international orders we're unable to change or add items, so we'd cancel the order and arrange a new one for you.

Select your size on the product page and choose "Join Waitlist", and we'll email you as soon as it's back in stock. We'll also let you know if it's available from one of our stockists.

If you have any difficulty shopping the site, please contact our Customer Care team at customers@neous.co.uk and we'll be happy to help.

Payment for all goods can be made by credit or debit card. We accept Visa, Mastercard and American Express.

You can select your preferred currency from the dropdown menu at the top right of the site.

Your personal online security is very important to us. We are PCI DSS compliant to the highest standard and constantly undergo risk assessment, so your information is secure.

You don't have to set up an account to shop with us, although we recommend it to make future shopping more personalised and efficient. If you sign up to NEOUS you'll benefit from: Newsletters, for updates, special offers, new-arrival notifications and inspiration. Wishlist, to store all of your desires in one easily accessible place. Quick checkout, to save your card and shipping/billing addresses for faster purchases and track your orders live as they make their way to your home.

Go to the Login section, fill in your details and activate your account.

If you forget your password, visit the My Account section of the website, click "Forgot your password?" and follow the password reset instructions.

Your privacy is important to us. Any information you share with NEOUS is 100% private and confidential.

As soon as your order leaves our warehouse you'll receive a shipping notification by email, with a tracking number to follow your order.

From the moment your order leaves our warehouse until the moment it's signed for and received into your home, it's insured against theft and damage. After delivery, responsibility passes to the customer.

Shipping is complimentary worldwide on every order. All taxes and duties are calculated based on your shipping destination and included in the final purchase price at checkout. For US and UK customers, duties are fully covered by NEOUS.

We ship worldwide with DHL as our main carrier. The services available depend on your region:

• UK: Standard and Next Day delivery
• European countries: Standard (Economy) and Express
• North & South America, Asia, Oceania, Africa and the Middle East: Express

We require a signature for every parcel delivered. This is to ensure your order arrives safely to the right home.

See our Care Guide for how to keep your NEOUS pieces looking their best.

Every NEOUS piece is handmade in Italy from carefully selected materials, designed to last. All shoes and bags come with a 12-month guarantee against manufacturing faults. If a fault in materials or workmanship appears within 12 months, email us at customers@neous.co.uk with your order number (proof of purchase is required) and photos, and we'll assess it for repair or replacement. The guarantee covers manufacturing faults only, not general wear and tear, accidental damage or misuse.

You can return items within 30 days of delivery. Start your return online through our returns portal, then drop off or book a collection with the courier. For the full step-by-step and the portal links, see our Returns page.

A return label fee applies and is deducted from your refund. It's shown before you confirm your return:

• UK: £7.50
• USA: $20
• Canada: CA$20
• Europe: €20
• Australia: AU$30
• New Zealand: NZ$37
• Rest of World: calculated at return checkout

Exchanges are complimentary, at no additional cost.

Items must be returned unworn and undamaged, in their original packaging and good condition. For shoes, we recommend trying them on a carpeted surface to avoid marking the soles.

If you'd like to exchange an item, please visit our returns portal and submit an exchange request. We offer complimentary exchanges, at no additional cost.

No, any items purchased online from Neous.co.uk must be returned via the website.

Once we've received your return and begun processing it, we'll notify you by email. Refunds are issued within 14 working days. Depending on your payment provider, it may take an additional 3 to 5 working days for the funds to appear in your account.