How do I know if my order has been placed successfully?

Once your order has been placed, you will receive an order confirmation email with your order details. Please check your inbox and spam folder if you do not see it shortly after checkout.

Can I change or cancel my order after placing it?

If you need to change or cancel your order, please contact us as soon as possible.

As we aim to process orders efficiently, we may not be able to make changes once your order has been packed or shipped.

I entered the wrong shipping information. What should I do?

Please contact us immediately with your correct shipping details.

If your order has not yet been shipped, we will do our best to update the information. Once an order has been dispatched, we may not be able to amend the delivery address.

How do I choose the right size?

Please refer to the size guide provided on each product page before placing your order.

As sizing may vary slightly between different styles and fabrics, we recommend checking the measurements carefully and comparing them with a similar item you already own.

Are your products true to size?

Most of our pieces are selected with everyday comfort and wearability in mind. However, the fit may vary depending on the cut, fabric, and style of each item.

Please refer to the product description and size guide for the most accurate information.

Will sold-out items be restocked?

As NEUTRL HK is a small independent store, many of our pieces are available in limited quantities.

Some items may not be restocked once sold out. If a restock is planned, we may announce it on our website or social media.

Why are some items only available in limited quantities?

We curate in small batches to stay intentional with what we bring into the store and to avoid unnecessary overstock.

This allows us to focus on pieces we genuinely believe in, rather than releasing large quantities without purpose.

Where do you ship?

We currently focus on serving customers in Hong Kong.

If you are located outside Hong Kong and are interested in placing an order, please contact us before checkout so we can see whether special arrangements are possible.

How long does delivery take?

Delivery times may vary depending on the shipping method and order volume.

Once your order has been processed and shipped, you will receive the relevant delivery information where applicable.

Do you offer free shipping?

Free shipping offers, if available, will be shown on our website or during checkout.

Please refer to the checkout page for the most accurate shipping fee before placing your order.

Can I choose my delivery method?

Available delivery options will be shown at checkout.

We are a small store and are continuously working to improve the delivery experience for our customers.

Do you accept returns?

We currently do not accept returns for change of mind, personal preference, or items that do not suit after purchase.

As a small start-up, we are unable to support returns based on preference. We kindly ask customers to review product details, measurements, and photos carefully before placing an order.

Do you offer refunds?

Refunds are only offered for defective products, subject to review and approval.

If you believe you have received a defective item, please contact us as soon as possible with your order number, photos of the item, and a clear description of the issue.

Can I exchange an item if the size is not suitable?

We may offer size exchange for eligible clothing items, subject to stock availability.

Items must be unworn, unused, unwashed, and in their original condition with all tags and packaging intact.

Please contact us as soon as possible if you need assistance with sizing after receiving your order.

Are jewellery and styling pieces returnable?

For hygiene reasons, jewellery, hair accessories, and selected styling pieces are not eligible for returns, refunds, or exchanges unless they are defective upon arrival.

How should I care for my clothing?

Please follow the care instructions provided with each item.

To help preserve the shape, colour, and texture of your pieces, we generally recommend gentle washing, avoiding harsh detergents, and air drying where possible.

How should I care for jewellery and accessories?

To maintain the finish of your jewellery, please avoid direct contact with water, perfume, lotion, sweat, and chemicals.

Store your pieces separately in a dry place when not in use to help reduce tarnishing and scratches.

How can I contact NEUTRL HK?

You can reach us through the Contact Us page on our website.

For order-related enquiries, please include your order number so we can assist you more efficiently.

As a small independent store, every message is personally reviewed, and we will do our best to respond as soon as possible.