FAQ

Who do I contact if I have a question about an order or general questions?

Please send us an e-mail via our contact form, describe your request as precisely as possible and complete as much information as possible (order number, name, etc.)

How can I make changes to my order if I made a mistake?

Unfortunately, once your order has arrived, we will not be able to make any changes. If you have missed the size selection, we ask you to return the goods and mark them accordingly on the attached returns form.

How does the returns process work?

You can cancel purchases within 14 days of receipt and return them to us. In this case please fill out our returns form completely and put it in the package. You will find the form in your package. If your return slip was not in the package, write us an email to info@theneighbourgoods.de and we will send you a return slip immediately. Already worn or washed items are not accepted for exchange or return. Only returns in original packaging with barcode and attached HangTag will be accepted. The invoice amount will always be refunded in the same way as the payment was originally made.

To which address do I send my return?

Please send your return to:

JUNO Fashion
c/o ztv Zustell-, Transport und Vertriebsgesellschaft mbH & Co. KG
Kimplerstraße 340
47807 Krefeld
Germany

Do I have to ship my package insured?

The consignment does not necessarily have to be insured but must always be traceable. Please make sure your shipping service provider provides you with a tracking link. If a return does not arrive with us, we assume no liability for the loss.

What do I do if my product is damaged or defective?

We want all our customers to receive high quality products. If you have ever received a faulty article, we are very sorry. Please send an e-mail with photo and description of the damage to the goods to info@theneighbourgoods.de. We will take care of it as soon as possible.

How do I exchange articles?

Exchange and return only by post.
Please send the items to:

JUNO Fashion
c/o ztv Zustell-, Transport und Vertriebsgesellschaft mbH & Co. KG
Kimplerstraße 340
47807 Krefeld
Germany

Please note your desire to exchange the item on the returns form.
Already worn or washed items are not accepted for exchange or return, even if it is still in original packaging with barcode.

What do I do if my order lacks one or more items?

It may happen that we can not send all the items of one order in one package. In this case, you will receive a delivery note in addition to the invoice. Also in the mail to the shipping confirmation only the articles of the partial delivery should be seen. We will try to send you the missing items as soon as possible.

What do I do if I receive a wrong article?

We are very sorry if we made a mistake when packing your order and you have received an incorrect article by mistake. Please send us an e-mail to info@theneighbourgoods.de. Our customer service will take care of the return of the wrong and the re-dispatch of your desired article.

Where can I find information about the shipping conditions?

Do I have to pay import duties for orders outside Germany?

Any applicable taxes, import duties and duties are not covered by THENEIGHBOURGOODS. Detailed information on the shipping conditions can be found here: Shipping information