New England Outerwear Refund Policy: Updated 12/19/16
Due to the Custom nature of our products we do not accept returns for refunds on any Made To Order product. We do however allow exchanges for different sizes and/or models. If the item you have ordered was in stock when you ordered we allow returns within 7 days, but if the reason for return is a sizing issue or something along the lines of not liking the color it would be rad if you would exchange for something else. Because you know...
Our policy is to allow 7 days for you to contact us and notify us of your plan to exchange product. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund, except in certain circumstances. We will ALWAYS strive to provide you with a pair you can wear, it does us much more good to have you happy and representing our product then angry and selling on Ebay. Please contact us for details. We are just a couple people who would like nothing more than you to be happy.
To be eligible for an exchange due to the above conditions, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We will often request you to wear your footwear around the house to try and achieve stretching, if you are working through this with us please just remember to wear indoors and not outside. Shoes will be inspected once received and you will be notified of any issues or rejections we come across.
Additional non-returnable items:
To complete your return, we require a receipt or proof of purchase. If returning via courrier please complete the below form and fill in all information as complete as possible
Please do not send your purchase anywhere else before confirming returns with us.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange. If it is rejected, you will obviously be sent back the pair. This has never happened, but we have to put it in there just incase.
If you are approved, then your exchange will be processed or if requested store credit will be given.
Late or missing refunds (if applicable)
If you haven’t received a return confirmation please send an email to us within one week.
If you’ve done all of this and you still have not received your refund yet, please contact us at
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and we will provide return address information.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will learn of this after the return.
To return your product, you must email email@example.com and request a return authorization number. Once that is given, the return address will also be provided. Any items shipped back without a Return Authorization from a member of the NEOC team will be refused delivery and all liability will remain on the shipper.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service and/or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.