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FAQS


  • CAN I WASH MY LIGHT UP CLOTHING?

    Of course! Each style is different for more information on how to wash your item see our click here to view our washing instructions page.

  • WHAT IF MY ITEM BREAKS?

    We test all items before shipping to insure no defects but in the rare case of an issue your purchase comes with a 30 day warranty. If your item breaks due to normal wear & tear we will replace it for you.

  • WHAT IS KLARNA CHECKOUT?

    Klarna is one of Europe's fastest growing payment solution companies, and offers safe and easy-to-use payment solutions for online stores. At the core of Klarna's services is the concept of after delivery payment, which lets buyers receive ordered goods before any payment is due. For more information visit Klara.com.

  • MY ORDER WON’T GO THROUGH. WHAT SHOULD I DO?

    Please review your payment & shipping information for possible errors. If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser. If you continue to receive error messages, please contact Customer Care at: (347) 460-NEON or via email : info@neonnancy.com

  • I NEED TO CHANGE SOMETHING ON MY ORDER. HOW CAN I DO THAT?

    If you need to change or cancel your order, please contact us immediately. We will assist you with the change as long as the order hasn’t already shipped out.   

  • I JUST PLACED MY ORDER.  CAN I ADD ANOTHER ITEM TO IT?

    Yes, please place a new order for the item and contact us. We’ll be happy to waive shipping on this additional order if it was placed within 24 hours of the original order. 

  • I’M UNSURE ABOUT A SIZE OR I HAVE A FIT QUESTION.  HOW DO I FIND THIS INFORMATION?

    Please see our Size Guide for general information on sizing.  If you still have specific questions about a fit of an item or measurement guidelines, please email our Customer Care department.

  • I’M IN LOVE WITH SOMETHING THAT’S OUT OF STOCK IN MY SIZE! WHAT CAN I DO?

    New items can sell out quickly, but we may get more soon!

  • CAN I RETURN OR EXCHANGE ITEMS THAT WERE PURCHASED ON SALE?

    All final sale items cannot be returned or exchanged. For our full Return & Exchange Policy, click here.

  • HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

    Once we have received your package, your refund will be processed within 7 business days.

  • WHEN WILL MY ORDER SHIP?

    Most orders ship within 2 business days of purchase. Shipping times may vary due to availability of merchandise. Orders are not shipped on the weekends or holidays, unless authorized by a Neon Nancy representative.

  • WHERE IS MY ORDER CONFIRMATION?

    As soon as your order ships, you will receive an email confirmation to the email address you entered on your order.  If for some reason, you did not receive an email, please check your spam folder and add info@neonnancy.com to your safe sender list. You can also check your order status by signing into your account on our website.

  • WHY WAS MY ORDER CANCELED?

    Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will be contacted within 24 to 48 hours about the cancellation. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order. 

  • WILL I HAVE TO PAY INTERNATIONAL TAXES & DUTIES?

    Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages. Neon Nancy Inc. cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance.

  • DO YOU HAVE ANY STORE LOCATIONS?

    We’re an online-only fashion store, which means you can shop with us 24/7 from anywhere in the world! 

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