SHOP ALL

FAQS

We’ve compiled answers to some of your most frequently asked questions below. Can’t find the answer you’re looking for? Please do contact Customer Care for further help.

ORDERING

Can I cancel/modify my order after it has been placed?

If you need to cancel or modify an order, please contact us as soon as possible after order placement. Given that the lead time on custom orders is a bit longer, we do our best to start the painting, embossing and leather hole-punching process immediately after the order is placed. If the customization process has already begun prior to us receiving your request, we cannot guarantee we’ll be able to cancel or modify the order but will do our very best to meet the needs of our customer.

To contact our customer service team, please send an email with your name, order number and modification request to sales@neelyandchloe.com. A customer service representative will respond to you within 24 – 48 hours.

How do I place an order?

Add the items you would like to purchase to your cart. When you are ready to checkout proceed to the checkout page where you will need to enter your billing details. If your shipping address is different from your billing address you will be prompted to supply this.

You will also be given the option to create an account during the order process. Creating an account will allow you to checkout faster next time you shop.

SHIPPING

How do I track my shipment?

You will receive an email immediately after you have placed your order with a receipt and an email confirmation. Once your order has shipped, you will receive a second email with tracking information. If for any reason this email doesn’t come through or you are unable to track your shipment, please email us at sales@neelyandchloe.com.

How soon after my order is placed will my product ship?

All orders placed before 3pm EST will be processed within 24 hours after the order is placed (with the exception of custom orders). Please be advised that we do not process or ship orders on weekends or national holidays.

What shipping options do you offer?

Ground (5-7 business days): $8.00 if total is under $100.00 $12.00 if total is $101.00 to $300.00
3 Day: $17.00 if total is under $100.00 $20.00 if total is $101.00 to $300.00
Express Saver: $25.00 if total is under $300.00
Please note – we offer free shipping on orders over $300

For Priority and International shipments, standard Fedex rates apply.

Please email inquiries@neelyandchloe.com with any questions. We’re happy to help!

PAYMENT

When will my credit card be charged?

Your credit card will be charged as soon as your order has been processed.

What forms of payment do you accept?

We accept all major credit cards. At this time, we cannot accept PayPal, personal checks or money orders.

RETURNS

What do I do if I received a damaged or wrong product?

If you received a damaged product or one that is different from what you ordered, please contact us as soon as possible at sales@neelyandchloe.com and we will sort out the issue for you!

How can I return an item I ordered online?

Please send an email to sales@neelyandchloe.com with your name and order number. A customer service representative will respond to you within 24 hours to advise you on which location to ship your return to.

What is the return policy?

All returns must be processed within 14 days of receiving the order. If product is unused and unworn, you will be refunded in full to your original form of payment within 3-5 business days. Once the transaction has been processed, you will receive a receipt via email to the address you specified at checkout. Shipping and handling charges are non-refundable.

PLEASE BE ADVISED:

*If we receive a return with product that appears to have been worn or damaged, we can only offer store credit. If the item is too severely damaged, product will be returned to the customer and no refund or credit will be issued.

*There are absolutely no returns or exchanges on product that is customized specifically to you (gold foil embossed monogram or leather hand painted monogram).

CUSTOMIZATION

How much does customization cost?

Leather Hand Painting: The cost of the hand painting is $75 for a 3 letter monogram, $75 for a solid stripe with stripe. If you wish to do the both in combination with one another, the price is $125.

Gold Foil Embossed Monogram: Gold Foil Embossing costs $12 for a 3 letter and/or symbol monogram or $4 per letter/symbol on all leather goods. At this time, we offer as few as 1 and as many as 5 letters/symbols on any item.

Ornaments: There is no additional charge for the application of the ornament, only the price of the ornament itself. Please note, once an item is leather hole punched, the bag will appear damaged unless an ornament is secured in place.

How long does customization take?

Leather Hand Painting: Leather Hand Painting takes an additional 1-3 weeks from the date of order placement.

Gold Foil Embossed Monogram: Foil Embossing adds an additional 3-5 business days for processing. Your product will ship within 3 business days from the date of order placement.

Ornaments: An additional 1-2 business days from the date of order placement.

What products can be customized?

Leather Hand Painting

All leather handbags and small leather goods may be hand painted with a monogram, stripe or monogram/stripe combination. At this time, hand painting is NOT offered on leather accessories (i.e. tiered tassel or luggage tag). Customizing your bag with leather hand painting will add 1-3 processing weeks to your order, regardless of whether or not expedited shipping was selected.

Please be advised-

*All hand painted items are FINAL SALE

*For best results, opt for hand painting on items in soft or saffiano leather qualities as they appear more polished than those done on pebbled leather.

Gold Foil Embossed Monogram

All leather handbags, small leather goods and accessories may be monogrammed with our gold foil embossing machine. Customizing your bag with a monogram will add an additional 3-5 processing days to your order, regardless of whether or not 3 day or express saver shipping was selected. If you would like to request a custom placement on your item, please email inquiries@neelyandchloe.com

Please note, all monogram embossed items are FINAL SALE.

Ornaments

Many handbags and small leather goods may be adorned with an ornament, such as the large and small totes, the shoulder bag, the satchel, the oversized clutch, the flat clutch and the large wallet. At this time, ornaments are NOT offered on bags that are already ornamented with gold hardware (i.e. The Backpack, The Crossbody and the Lady Bag) or leather goods that are too small to hold the weight of the ornament, such as the card case and the mini wallet.