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Shipping and Delivery

How does shipping and delivery work?

You've placed an order and you're frantically rearranging your room to find the perfect spot for your new tapestry. But what happens next?

Once an order is placed, our team will collect your items from the heavens and package them with love and hugs. Although we will get your package shipped as soon as possible, please wait up to 72 hours for our team to finish processing your order.

As soon as your order is shipped, you will receive a shipping confirmation email with a tracking number. There will also be a link you can click to track your order easily.

How can I track my order?
There will be a 'Track Order' button directly on your shipping confirmation email. Whenever you're curious and want to see where your order is, head back to the shipping confirmation email. If you haven't receive a shipping email yet, your order is still being processed. Please be patient as our fulfillment team works tirelessly to get your order shipped.
Help! I think my order is lost!
Worried that your order was lost in transit? If your order isn't showing up through the tracking link, your tracking number may update to advise of delayed delivery date. Please give the tracking number time to update. If your item still hasn't been delivered within 30 days, please contact us immediately so we can solve the issue.
Can I change my shipping address?

Accidentally put in the wrong shipping address? As long as your order isn't shipped out already, we'll be happy to change the shipping address. Send us an email with the new order details and we'll make the modification to your order.

Returns and Exchanges

Do you have a return policy?

We do offer returns for 14 days after the item reaches its destination. However, not all items are eligible. Any exclusions will be mentioned on product pages and/or at checkout.

To be eligible for a return:

1. Item(s) have to be initiated for return within 14 days of delivery or receiving of order.

2. Item(s) must be in original packaging.

This includes any tags, cards, or wrapping. You will be asked to provide a photo of the item you want to send back so we can assess the condition of the order.

Contact support@roermondoutlet.de with your order details to begin the returns process.

How long do I have to return my items?

We understand that you may have forgotten about the return even though the item is still in mint condition. This is why we offer a 14 day return period to get your item shipped back to us. Please refer to our 'Delivery and returns' policy for more information.

Can I return my order for a refund?

Sadly, we know that our products may not be the right fit for everyone. So you can definitely return your neonglow to us for a full refund, provided it is returned within 14 days of delivery.

*Please note: all items must be returned in as new condition, with the card and original packaging.

Can I exchange my order for a different item?

Another design catch your eye? It happens - there are just too many incredible products to choose from. You can absolutely return your light to us in exchange for a new design, provided it is returned within 14 days.

*Please note: all items must be returned in as new condition, with the card and original packaging.

Do I need to pay for returns?

Customer is responsible for shipping costs for returns and exchanges, which are approximately $100.

Discounted products do not qualify for the 14 day money back guarantee as they are being sold at heavily discounted prices and inventory is very limited.

Please contact support@roermondoutlet.de for your info.

How long does it take for my return/exchange to be processed?
We are working extremely hard behind the scenes to get our tapestries in and out of our fulfillment centers. We strongly recommend that you send a photo of your receipt from the post office as proof your return was processed. As soon as your return comes in, we'll process your return immediately.
How long does it take for my refund to be processed?
We're sad to lose you! If your refund was successfully processed, you will receive an email confirming it was processed on our end. It will then take 2-5 business days to process into your bank account.

Payment

Is my payment secure?
Your security and privacy is our highest priority at neonglow. We use Shopify Payments which is an extremely secure and encrypted payment system designed to protect customers and also hold merchants accountable.
What payment methods do you accept?
We accept the standard payment methods, such as credit cards (Visa/Mastercard/American Express) as well as debit cards. We also offer GooglePay and ApplePay too!
Do you have payment plan options?
If payday is just a bit too far away and you want to get your new Pleshy tapestry sooner, we offer a payment plan. This allows you to make the payment in a series of 4 different payments.
How can I use my discount code?
Discount codes make online shopping way more fun! If you have a discount code you're excited to use, simply head to our checkout page. There will be a box for you to enter your discount code in - make sure your click 'Apply' and you see how much you saved with the discount code.
I forgot to use my discount code!
If you forgot to use your discount code and already made a purchase, don't worry! Simply email our lovely neonglow team at support@roermondoutlet.de and we will be happy to correct this issue for you.

Contact Us

I have an issue with my order, what should I do?

Something bugging you about your order? Don't worry, our friendly Luxgems Outlet team is here to save the day!

Please contact us at support@roermondoutlet.de with details about the issue. We also request that you include photos so we can help figure out what happened.

I want to cancel or change my order!

Don't worry! We understand that things change in the blink of an eye. Please email us immediately with the subject line 'CHANGE' or 'CANCEL' and we will do whatever we can to help you. If your order has already left our fulfillment center, you will need to go through our returns process.

We do our absolute best to get your order to you quickly. This means your order may already be processed before we get the chance to change the item. We cannot guarantee a change of order after the order is placed so please select your products carefully.

How can I contact you?

Although we'd love to FaceTime with each and every one of you, this would be impossible. The best way to reach us is through email at support@roermondoutlet.de. This allows us to keep a paper trail for our conversation so we can always remember what you need help with. Please be patient after you send your inquiry. We will work as quickly as possible to get back to you.

How can I provide feedback?
We strive to improve in any way possible and would love to hear your feedback. We also love seeing pictures with your room transformation before and after Pleshy. If you have any feedback for us, please send us a message at support@roermondoutlet.de

Need More Help?

Send us a message at support@roermondoutlet.de if you have any further questions!

Email is the best way of contacting us so we can store our conversation with you in one convenient location.