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Damages and issues 

At NeoMachi, we take customer satisfaction very seriously. In order to guarantee a high quality product, we ask you to inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you have received the wrong item. When contacting us about a quality issue, please include a photo which clearly shows the defect. That way, we can ensure a fast and smooth process to make sure that you'll be satisfied with your overall NeoMachi experience.

Refunds and size swaps

We have a 21-day refund / size swap policy, which means you have 21 days after receiving your item to request a return. To be eligible for a refund / size swap, your item must be in the same condition that you received it, unworn and unused. Of course, you have the possibility to try on the item and check if the size fits you. To initiate a return, please email us on and include whether you want to get a refund or a size swap (or anything else). In the case of a size swap, please include which size you would like.

We will send you back the instructions and we will assist you in this process as much as possible. You can always contact us for any return questions at

Exceptions / non-returnable items

Certain types of items cannot be returned, such as custom products. If this is the case, this is clearly stated on the individual product page.