Here at Neon Collective we want you to be completely happy with your purchase so below you will find some helpful tips, advice and information on how we operate our store and the policies we have in place.

You should be able to use this section to trouble shoot any potential problems but if you have any questions at all, no matter how small, please use the contact us page to send an email. We will do our very best to answer your questions and reply to you as soon as possible. 

We have tried to make the ordering process at Neon Collective as clear and simple as possible (many late nights and strong cups of coffee). But you may wish to familiarise yourself with our basic four step guide. 

1. Select a product

Use the menu buttons on the left hand side of the screen to navigate though the choice of bags and shoes available. When you click on an item, the product information page will then be displayed.

Here you will find more photographs and a detailed written description of your selected product. We will also display here any other relevant information relating to this product such as where it is made, what is made from, any colour options available and the sizes in stock.

Please take time to select your size and colour options carefully.
Use our pop up size chart to help or contact us for specific fitting advice.

2. Add to shopping bag

When you are happy with your choice, click the ‘add to shopping bag’ button. The item will be stowed in your shopping bag so you can either carry on shopping or proceed to the checkout.

The number of items and total spend of your shopping bag will always be displayed clearly at the top right of the screen letting you keep track of your running total. We can also remember orders placed in the shopping bag, so if you’re unable to complete the order process, the next time you visit us at Neon Collective it will be there for you to pick up where you left off.

Before you proceed to the checkout, the total price of your order will be added up and delivery costs will be calculated depending on the weight and your location.

You will also be given the option to enter any promotional or gift codes. (Look out for these special promotions in our Neon Collective member’s newsletter. Sign up here. )

3. Checkout

When you have finished shopping, click on the ‘Checkout Now’ button where you will need to complete our sign in procedure.

This just makes ordering from our site quicker and easier for future visits as we can retain your billing and delivery details, saving you the hassle of inputting this data each time.

By registering to join Neon Collective you will also have access to discounts for other vegan/ethical retailers and receive up to the minute information on related events campaigns and organisations. Not to mention details of our new lines, special offers and sales. 

4. Payment

Here you can choose to pay by credit/debit card or via Paypal. It’s really important when completing this form, you give us precise contact information as incorrect details may delay your order.

We are happy to deliver goods to an alternative address like your work place, although your billing name and address must exactly match the information on the credit or debit card used for payment. If these details do not match, then we may contact you by phone to verify your order and card payment.

We may also contact you by phone if it’s your first order with us, where the billing and delivery addresses are different. This is will be to verify your order and card payment so that we can minimise any fraudulent credit cards transactions.

Please note that for your security, we will never ask you to confirm any account or credit card details via email.

Once you have completed the checkout process a confirmation e-mail will be sent to you containing your order reference number. If you do not receive this confirmation email, please check your junk folder as these e-mails are sometimes mistaken for spam.

If you have any questions please email via the contact us page and we can confirm if your order has been received.

By ordering with us you will be deemed to have read, understood and agreed to the Neon Collective Ltd Terms & Conditions.

At Neon Collective we firmly believe in providing a safe environment for you to shop. We accept all major credit and debit cards such as Visa, Mastercard, Maestro and Solo. There is no extra charge for using a credit card.

Your payment will be handled directly through Lloyds TSB’s Cardnet and PROTX who use the latest encryption technology to keep your credit card and personal information safe. We also accept payments via Paypal.

When you choose to pay by debit or credit card, you will be transferred to the secure Protx payment system. Your details will be collected by their encrypted servers and will always be protected in a secure environment.

For payments processed through Paypal you do not need to open a Paypal account. On choosing the Paypal option at the checkout you will be automatically transferred to Paypal's secure system to complete the payment process.

Alternative methods of payment by credit or debit card can be made by telephone, if you prefer not to enter your card details online.

Notes for international members

The prices shown on our site are in GBP and are all inclusive of Value Added Tax. Orders made from outside the EU will automatically be deducted VAT (17.5%) at the checkout.
The total payment amount will be converted to your native currency by your credit card company using the exchange rate on the day of transaction.

All prices on our website are inclusive of VAT (17.5%) but do not include delivery charges. For our full shipping and returns procedures please go to the shipping & returns section of our website.

Many of our items are unique in their nature. They may be made from recycled or re-used fabrics and produced by individual designers in small runs. We think that this adds to their exclusive nature but it also means that we may only be able to offer limited quantities and may occasionally run out of stock. If an item you desire is not currently available in your size or colour, please contact us and we will inform you of if a special order may be made.

We will always attempt to honestly describe and accurately photograph an item, but again due to the individual and unique nature of some products especially those finished by hand or made from recycled elements, the item you receive may be slightly different to the product photographed. If this is likely to be the case we will inform you in the product detail description.

Please note if you have placed an item in your shopping bag but have not purchased it, it can still be bought by another customer and as such may go out of stock.

At Neon Collective we are committed to providing the highest possible service and quality to our members. However, occasionally mistakes are made or goods may prove to be faulty or defective. If you are not completely satisfied with our service, please contact us by using the contact form provided.

We will endeavour to deal with all complaints promptly.