Shipping & Return Policy

Order Processing Time

All orders are processed within 1–3 business days.
Once shipped, you will receive a confirmation email with your tracking number.

Shipping Times

Shipping times vary based on location:

  • Canada: 2–8 business days

  • USA: 5–12 business days

  • International: Varies by destination

Shipping Fees

Shipping costs are calculated at checkout based on destination and service selected.

Incorrect or Incomplete Address Policy

Please ensure your shipping address is accurate and complete when placing your order.

❗ If the customer provides an incorrect or incomplete address and the package is lost, delayed, or returned to us, the customer will be responsible for:

  • Re-shipping fees

  • Any additional carrier charges

  • Delays caused by the incorrect address

If the order is returned to us due to an incorrect address, we will contact you to arrange reshipping at your cost.
Refunds are not issued for orders lost due to incorrect address information.

Lost or Stolen Packages

Once an order is marked as delivered by the carrier, Neck & Lobe is not responsible for:

  • Stolen packages

  • Lost items at the delivery location

  • Packages delivered to mailrooms or safe drop areas

Please contact the shipping carrier directly for claims.

Return  Policy

We want you to love your jewellery. If something isn’t right, we’re here to help.

Eligibility

  • Items can be returned within 30 days of delivery.

  • Items must be unworn, unused, and in original packaging.

  • Sale items and final-sale pieces are not eligible for return.

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged or incorrect.

Damaged or Incorrect Items

If your jewellery arrives damaged or incorrect, please contact us within 48 hours with:

  • Your order number

  • Photos of the item

  • A brief explanation

We’ll send a replacement or process a refund at no cost.

Refunds

Once your return is received and inspected, we will notify you if your refund is approved.
Refunds are issued to your original payment method.
Shipping fees are non-refundable.

Exchanges

Need a different style or color?
We offer easy exchanges as long as the item meets the return conditions.

Contact Us

If you have any questions about shipping, returns, or exchanges, we’re here to help!
📧 Email: info@neckandlobe.com
📦 Support Hours: 9:00 AM to 4:00 PM PST