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Preguntas Frecuentes

FAQ

Exchanges and returns

Size change

Going to a neck&neck store

It's easy! Bring the item you want to change the size with the packing slip enclosed with your order (where the order number is included). Once in the store, one of our advisors will help you change your size.

This method of size exchange is completely free of charge.

Size exchange via courier company

You can also change the size of the items in your order by sending us the package with the garments you want to change the size through any courier company of your choice.

Go to our website www.neckandneck.com and at the bottom click on "I want to make an exchange or return".

Enter your order number and email, phone or zip code associated with that order.

Select the item(s) you want to exchange and click next.

Select "exchange for new size" and also select the new size you want.

You must also select the reason for exchanging the item and confirm.

You will then receive an email with instructions on how to ship the item(s).

The package must be sent to the following address:

Neck&neck

Avenida de Castilla 33

San Fernando de Henares. Madrid 28830.

Spain

Remember to include in the package the delivery note of the order.

Deadline: From the moment you receive the size change confirmation email, the garment will be reserved in our warehouse for a maximum period of 7 days. For this reason it is necessary that you take the item to be exchanged to the courier company of your choice
or one of our stores before these 7 days have elapsed. If
exceeds this period, your size exchange request will expire and you will have to go through the exchange process again on the website.

Once we have received and validated the garment in our warehouse we will send you the new size to the delivery address of your original order. The shipping cost for the new size is completely free!

Did we help you?

If you still have doubts, Contact us
at contact@neckandneck.com or
at Customer Service : 91 626 86 32

What products can I return?

Some items require special conditions to be returned:

Swimwear: must include the hygiene sticker.

Underwear and hair accessories cannot be returned for hygiene reasons.

Did we help you?

If you still have any doubts,
Contact us at contact@neckandneck.com or Customer Service: 91 626 86 32

What is the repayment term?

If after your purchase at www.neckandneck.com you are not satisfied with an item, you have 30 days from the time of purchase to exchange it for another size or request a refund.

Did we help you?

If you still have any doubts,
Contact us at contact@neckandneck.com or Customer Service: 91 626 86 32

Where can I make a return?

Returning an item at neck&neck is easy! You can do it in one of our neck&neck stores or by sending us the garments you want to return by any courier company of your choice.

Returns cannot be made for online orders at El Corte Inglés corners.

Did we help you?

If you still have any doubts,
Contact us at contact@neckandneck.com or Customer Service : 91 626 86 32

How can I return an item purchased on www.neckandneck.com?

Returning an item is very simple.

Go to our website www.neckandneck.com and at the bottom click on "I want to make a return or exchange".

Enter your order number and email, phone or zip code associated with that order.

Select the item(s) you wish to return and click next.

Select "return your item".

You must also choose the reason for returning the item and confirm.

We then offer you two options:

"Return to store location" if you want to return the garments in person at one of our stores.

Just go to your nearest store and one of our advisors will arrange the return. Remember to bring the item you want to exchange in perfect condition and the purchase receipt. You can find the list of points of sale where you can make the exchange in the "stores" section of our website. Remember that we cannot accept returns in corners of El Corte Inglés.

If you wish to send the garments back to our warehouses, please click on"Send with any carrier" .

The package must be sent to the following address using a carrier of your choice:

Neck&neck

Avenida de Castilla 33

San Fernando de Henares. Madrid
28830.

Spain

Remember to include the delivery note inside the package.

Then you will receive an email with the instructions to follow.

When the order arrives at our warehouse we will send you an email to confirm that the return is correct and we will make the refund. From that moment the time until the refund is made effective in your account always depends on the bank. The customer will be responsible for the costs of this shipment.

Did we help you?

If you still have any doubts, please contact us at contact@neckandneck.com or Customer Service: 91 626 86 32

Reimbursement

How will I receive the amount of my return?

Once we receive the order in the warehouse and the return is confirmed, we will refund you the amount of your purchase in the same payment method you used to make it (credit card or Paypal).

When will I receive my refund?

When the order arrives at our warehouse we will send you an email to confirm that the return is correct and we will make the refund. From the moment we make the refund, the time until the refund is made effective in your account always depends on the bank, being a maximum of 10 working days.

What should I do if the amount of my refund is incorrect?

Please contact our Customer Service Department by e-mail at contact@neckandneck.com or by phone at 91 626 86 32, Monday to Friday from 9 am to 7 pm, and we will solve the problem as soon as possible.

Did we help you?

If you still have any doubts, please contact us at contact@neckandneck.com or Customer Service: 91 626 86 86 32

Shipping questions

Shipping

Shipping methods, time and costs:

SPAIN

2 to 5 working days.

Pick up at neck&neck store. Free shipping.

Home delivery: 4,95 eur (free from 60 eur purchase).

PORTUGAL

From 2 to 5 working days.

Home delivery: 4,95 eur (free from 60 eur purchase).

REST OF EU

From 3 to 8 working days.

Home delivery: 15 eur (free from 200 eur purchase).

When you make a purchase at neckandneck.com we will send you an email so you can track your order. During sales and promotions the delivery time may be longer than usual.

If you choose the store to ship your order to, remember to present the confirmation delivery note that is included in the order when you pick it up.

Did we help you?

If you still have any doubts,
Contact us at contact@neckandneck.com or Customer Service: 91 626 86 32

Countries

From which country's website should I make my purchase?

The neckandneck.com website has a version for Spain and another for the rest of the EU. All orders for Spain must be placed from the Spanish version of the website and all orders for the rest of the European Union must be placed from the website for the "rest of the European Union".

When you enter the website for the first time you can choose the version for the country or group of countries in which you want to receive your purchase.

If you want to change the country of purchase, you can do it at the bottom of the main page of the website.


does neck&neck send orders to all countries?

We ship orders to all European Union countries except the Canary Islands, Gibraltar, Ceuta and Melilla.

Did we help you?

If you still have any doubts,
contact us at contact@neckandneck.com or Customer Service: 91 626 86 32

Order tracking

When your order leaves our warehouse, we will send you an email with the tracking number. By clicking on this number, you will be able to access detailed information on the status of your shipment.

You can also check the status of your order at any time by clicking on the tracking number in your Orders section.

If you have selected store delivery, we will inform you by email as soon as your order arrives at the selected store.

Orders

The items received are incorrect or have a defect, what do I do?

If the items received have a defect or are different from the one purchased, please contact Customer Service by email at contact@neckandneck.com or by phone at 91 626 86 32 and we will give you an answer as soon as possible.

Can I cancel or modify my order?

Once you receive the order confirmation it is no longer possible to cancel or modify your order. If you change your mind, you can return the garments once you have received your purchase.

Order Confirmation

Once your order is confirmed you will be able to view it in your account under "My Orders".
You will also receive an order confirmation email.

Did we help you?

If you still have any questions, please contact us at contact@neckandneck.com or Customer Service : 91 626 86 32

Gift and gift voucher

Can I gift wrap my order?

You can gift wrap most of the products in your order.

Boots and coats from the baby and junior collection cannot be gift wrapped due to size.

You will be able to choose this option on the shopping bag page before choosing the shipping method.

When giving a neck&neck gift, can I request a gift voucher?

What is a gift voucher? A gift voucher is a purchase ticket that allows you to send an order to the person of your choice without the amount being shown.

You will be able to select it in the shopping bag when you go to checkout.

How do I return a gift?

If you have a gift voucher and you want to return it you can do it in two ways: go to one of our stores and we will exchange it for another item or for a gift voucher. If you want to do it on our website please write us at contact@neckandneck.com or
call us at 91 626 86 32 and we will give you a personal code that you can redeem on our website.

Did we help you?

If you still have any doubts, please contact us at contact@neckandneck.com or Customer Service: 91 626 86 32

Payments

What payment method can I use to make my purchase?

We have the following payment methods: Visa, Visa Electron, Mastercard, American Express, PayPal, Gift Card.

Can I apply for Tax Free?

Neckandneck.com is not adhered to any entity collaborating with the Tax Free Service.

But you can apply for it on purchases made in our physical neck&neck stores if you live outside the EU, or in the Canary Islands, Ceuta or
Melilla.

Did we help you?

If you still have any doubts, please contact us at contact@neckandneck.com or Customer Service: 91 626 86 32

Registration and newsletter

Is it possible to receive information
periodically by email with the latest neck&neck news?

To be always up to date, neckandneck.com users can subscribe to our newsletter where you can enjoy news, raffles and exclusive promotions. You can subscribe here.

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And also...

Add an item to Favorites

Add the items you like the most to your Favorites list so you don't lose track of them.

Log in or create an account if you want to access them from any device.

Change your details

You can change your password, address and phone number at any time. To do this, go to the My Profile section in My Account.

And if you have forgotten your password...

You can easily retrieve it in My Profile and we will send you a message with a link that will allow you to create a new password.

Did we help you?

If you still have any doubts, Contact us at contact@neckandneck.com or
at Customer Service : 91 626 86 32

Customer service

Does neckandneck.com have a customer service department?

If you want to contact us you can do it through our email contact@neckandneck.com or our phone number 91 626 86 32.

What is the privacy policy of the neck&neck online store?

You have all the information in the link Privacy Policy.

Secure transactions

Transactions are handled with bank-grade security.

Simple check-out

Our secure checkout is quick and easy to use.

Get in touch

Have questions? Get in touch with us at any time

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