SUSANOO: SWEATER

🔁 What’s your return and exchange policy?

At NeoMachi, our goal is simple: we want you to love what you wear. We put a lot of care into the design and quality of our products — and we want you to feel just as good wearing them as we did making them.

That’s why we offer an extended 21-day return and size swap window. We understand that buying clothing online isn’t always easy, and we want to give you enough time to try things on, see how they feel, and make sure it’s the right fit for your style and life.

If something’s not quite right — whether it’s the size, the vibe, or just not what you expected — returning your item is no problem.

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✅ What are the return conditions?

To be eligible for a return or size swap:

• Items must be in original condition — unworn, unused, and unwashed

• All tags must still be attached

• Items must be returned in the original packaging, including any branded wrapping

You're welcome to try on your item to check the fit — just be sure it's handled with care if you're considering a return.

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📦 How do I start a return or request a different size?

It’s simple! Just email us at hello@neomachi.com with:

• Your order number

• Whether you’d like a refund, a different size, or something else

• (For size swaps, please mention which size you’d like instead)

We’ll respond with return instructions and guide you through the next steps. We’re happy to help — just reach out. While we don't offer pre-paid return labels, we're here to support you throughout the process. 

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🧵 What if I received a damaged or incorrect item?

We take product quality and customer satisfaction seriously. If you receive something that’s damaged, defective, or incorrect, please let us know right away by emailing hello@neomachi.com.

Be sure to include:

• A clear photo of the issue

• Your order number

• A short description of what’s wrong

We’ll take care of it as quickly as possible to make sure you're happy with your NeoMachi experience.

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💳 When will I receive my refund?

Once your return is received and approved, we’ll process your refund to the original payment method. This typically takes a few business days, depending on your bank or payment provider.

For size swaps, we’ll ship the new size once the original item has been returned and checked.

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🚫 Are there any items that can’t be returned?

Some products — like custom, personalized, or limited-edition items — are not eligible for return. If that’s the case, you’ll see a clear notice on the product page before purchase.

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❓Still have questions?

No stress — we’re here for you. Just reach out to us at hello@neomachi.com and we’ll help however we can.