Find out more in our FAQs
Here you will find solutions and answers to many of your questions.
If your question isn't among the following, don't hesitate to contact us; we'll be happy to help.
General questions
Is it possible to receive periodic email updates with the latest news and offers?
Is it possible to receive periodic email updates with the latest news and offers?
You can subscribe to our newsletter by entering your email address in the Newsletter section of the website. You'll receive the latest news, lookbooks, promotions, and events from neudecoto.com.
Where can we see your clothes in person?
Where can we see your clothes in person?
You can come visit us in our shop, in the same workshop where we produce and offer sewing classes.
You can see more in the Stores section.
We also participate in events; follow our Instagram to check out upcoming ones.
Can we come visit the workshop?
Can we come visit the workshop?
Yes, we are open to visitors, always during our business hours from 9:30 a.m. to 2:30 p.m.
Due to our heavy workload and event attendance, if you want to ensure proper service, we recommend making an appointment with us.
Shipping and returns
How long will it take for my order to be delivered?
How long will it take for my order to be delivered?
You will receive your order within 1 to 5 business days of placing your order. Please note that delivery times may be longer during peak season.
If you're in the area, you can also pick up your order.
How much does shipping cost?
How much does shipping cost?
All domestic shipments cost €6.95. Shipping costs are free for orders over €100.
What if it's not my size or I've changed my mind?
What if it's not my size or I've changed my mind?
Don't worry, you have 15 days to exchange the item from the date you receive it.
You must contact us at shop@neudecoto.com or via WhatsApp at +34 608 790 966. The buyer will be responsible for the shipping costs of €4 for the collection.
If the return is finalized, and everything is correct, the payment will be refunded.
If you want to exchange an item, you'll have to pay the shipping fee of €5.95 again, unless you add more items to your purchase worth more than €50.
The original shipping cost is non-refundable.
Do you ship internationally?
Do you ship internationally?
Yes, the rates are in the Shipping section. If you have any questions or the platform won't let you buy, please contact us by email at shop@neudecoto.com or WhatsApp at +34 608 790 966 and we'll find the best option.
Can I track my shipment?
Can I track my shipment?
With shipping confirmation, you'll receive a link to check the detailed status of your package, so you can track your order online.
Please don't forget to check your spam or junk folder.
Purchase and payment
How can I make the payment?
How can I make the payment?
We accept the following payment methods:
- Credit and debit cards: Mastercard, VISA, Unionpay, American Express.
- Paypal
- Klarna
- Apple Pay
- Google Pay
- Shop Pay
- Bizum
You can also pay by POS, Bizum, or cash if you come to our store.
How do I know that my purchase was successful?
How do I know that my purchase was successful?
Once you've placed your order, you'll receive an "order receipt" email within the next few minutes, or within 24 hours at the latest. If you don't receive it, please contact us at shop@neudecoto.com.
I have a discount code, how do I use it?
I have a discount code, how do I use it?
If you have a discount code, you can apply it to your purchase before confirming your order and checking out. Make sure you enter your code in the appropriate box and click the "Apply Code" button to apply it to your order.
Please note that only one discount can be applied per order.
Always check the terms and conditions.
Product
Is it advisable to wash our clothes before wearing them?
Is it advisable to wash our clothes before wearing them?
It is not necessary since our products are treated in our factories with the highest standards of quality, cleanliness and sterilization of parts and work stations.
What type of leather is used for Neu de Cotó products?
What type of leather is used for Neu de Cotó products?
All our garment labels and embellishments are made from Jacron ECO, a material made from cellulose, water, and some natural rubber particles.
100% Vegan and cruelty-free
How should clothes be washed?
How should clothes be washed?
All garments have a label with washing instructions.
The recommended temperature on the label should not be exceeded. We recommend washing most of our garments at temperatures above 30 degrees Celsius and not using a dryer, as both practices can damage the product over time.
We recommend you visit the blog and discover how to wash properly without harming the environment, along with some tips that will help you.
