Delivery & Returns

Neighborhood maintains full ownership of the products until full payment has been obtained.

It is possible to cancel your order if it hasn’t been sent. Contact us and we will help you. If your order has been sent, you will have to return the products in order to receive a refund. The freight will not be refunded. It is not possible to change your order once it has been submitted. This also includes changing the size or color of a product, removing an item, changing the delivery address or payment method. All packages are sent via UPS from our warehouse in New York. Your order will be sent within 3 working days after it has been placed.

If nobody is at the address when UPS makes the delivery, a note is left in the mailbox and UPS leaves with the package. Another attempt to deliver will be made the next day. If delivery is not possible, the package will be returned to us. When you find the UPS note in your mailbox, contact them to arrange another delivery address,time or tell them the package can be left in your back yard etc.

You can have your package delivered to your work address if this is more convenient for you. This should just be included as Delivery Address. Please note that it is not possible to make a delivery to a PO box.

Returns policy

We want all our customers to receive high quality products. If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact our customer service. If you send us a mail, please include as many details as possible including your order number as well as a picture if there is something wrong with one of the products.

We do our best to ensure the product you ordered arrives perfectly but in the rare instance that is not the case we will gladly do what we can to ensure you are satisfied.
If any of your orders arrive damaged, broken/defective or are the wrong item(s), We will be pleased to process a credit on your account once you have followed the guidelines below:
– You must contact our customer care team at info@coutureofftherack.com to report the problem within 15 days of receiving the product.

All products must be returned in their original packaging with all enclosed documentation and the packaging cannot be broken or in any other way damaged – neither can the product. Otherwise it will not be possible to obtain a refund.
– Depending on the order, please keep in mind that we may ask you to send us a picture and/or ship the product back to us along with the original packing slip included in your package.
– Once we’ve processed your returned product, a full credit to your account or a refund to your credit card will be processed.
Please note, if you return an item the return shipping costs will be deducted from your total refund amount.

You must pay for the freight to return the goods and this must also be arranged by yourself. The goods are your responsibility until they reach our warehouse. Please ensure you pack the return safely to prevent any damage to the products or boxes.

You always have a 24 months warranty period if something is wrong with the product. Your claim should be send to us as soon as possible.If your claim is justified we will refund your reasonable freight expenses.

Return Eligibility

Please note that when you return a product it is very important to state the order number as well as your name and address. Without these details we will not be able to process your refund. Furthermore, a detailed description of the problem is necessary – if you have a claim. Remember to provide us with a receipt for your freight charges if we have to reimburse them.

All returned products must be unused (e.g. items cannot be worn, washed, damaged or altered), must be in new condition and in their original packaging, product must be unassembled and unmodified. We cannot accept returns of goods that are not in their original packaging. All returns must be sent back with the packing slip included in your original order.

Products marked as Final Sale – cannot be returned.

Our return address is:

Couture off the rack Store

Brooklyn, NY 11210

It can take up to 14 days for us to receive your return, depending on which postal service you use. Once we have received the returned products, we will inspect them and process the refund within 48 hours.

Cancelling orders

Orders can be cancelled until they are sent for fulfillment. All orders will have a minimum of two hours in which they can be cancelled. To cancel your orders, please contact our customer care at info@coutureofftherack.com, or visit our Contact Us page for further modes to contact us. For refunds after this point, please follow the “Return Procedures” that we’ve set out above for guidance.