Exchange and return policies

I want to make an EXCHANGE, how do I do it?

• General policies

  • Only 2 changes can be made per purchase.

  • Change request must be made within 30 days of receiving the product or picking it up from our store.

  • Once the first change has been made, a refund can only be requested through a voucher.
  • Items to be returned must be in perfect condition nad unused, with the original packaging and tags.
  • Items that have been modified at the customer's request cannot be exchanged.
  • We recommend contacting us through WhatsApp, Instagram, or by email at [email protected], indicating that you would like to exchange one or more items and providing the purchase number, for more information.

• Values and differences

  • The value you paid for the product at the time of purchase will be credited to you. That is, if you received a discount or promotion, that value will be credited, not the list price. The shipping cost paid will not be credited.
  • For the new item you are taking, the value at the time of exchange will be debited to you.
  • There will be no differences in case of size changes.
  • If you exchange for a higher-value item, you can pay the difference using your preferred payment method. If you exchange for a lower-value item, we can refund your money or give you a voucher for the difference to use in our store whenever you want (no expiration date).

• Pickup and shipping

  • We recommend contacting us in advance to ask about the item(s) you wish to take, to ensure you don't run out of stock.

  • If you're in Buenos Aires City, you can exchange your item free of charge directly in our showroom located at Av. Callao 1490, 3rd floor (C.A.B.A.). If you already know which item you want, we can also exchange it at your home with our own delivery service (Neratta Express). In this case, we will be responsible for shipping cost the first exchange, and the customer will be responsible for the second.

  • If you're outside of Buenos Aires City and received your purchase by mail, we'll process the exchange through ShipNow/OCA, depending on the location. You'll need to repackage the item and wait for our pickup instructions while we send you the item you want. Shipping and pickup costs will be our responsibility.

  • All shipping costs for a second exchange will be the customer's responsibility.

I want to make a RETURN, how do I do it?

• General policies

  • Return requests must be made within 10 calendar days of receiving the product or collecting it from our showroom.

  • Returned garments must be in perfect condition and unused, with their original packaging and tags. If Neratta determines that the garment has not been returned in the appropriate condition, we reserve the right to deny the refund and will return the item to the customer along with an explanation.

  • Items purchased through 2x1 or 3x2 promotions are not eligible for returns.

  • Refunds cannot be requested for garments that have already been exchanged; however, the amount paid may be kept as store credit for future purchases (with no expiration date).

  • Garments that have been customized or altered at the customer's request (for example: hemmed, tag removed, button changed, etc.) cannot be returned.

  • We recommend contacting us via WhatsApp or by email at [email protected], indicating that you wish to return one or more items and including your order number, to receive further information.

• Refunds

  • Refunds will be based on the price paid at the time of purchase. If the item was bought with a discount or promotion, that discounted price will be considered, not the regular list price.

  • A 100% refund of the amount paid for the garment (excluding shipping costs paid by the customer) will be issued within 48 hours after the item is received.

  • If payment was made by credit or debit card, the refund will be issued to the same card. If payment was made by bank transfer, deposit, or cash, the refund will be made by bank transfer to the account indicated by the customer.

  • If payment was made in a foreign currency (USD, EUR, BRL, etc.), the refund will be made in Argentine pesos, using the exchange rate valid on the date of purchase (not on the date of return).

• Returns and Shipping

  • You may return the item in person at our showroom located at Av. Callao 1490, 3rd floor (Buenos Aires City), during our business hours.

  • You may also return the product by mail, courier, or any shipping method that ensures the proper care of the garment. In all cases, return shipping costs are the customer’s responsibility.

  • You can also choose to have the item picked up by our delivery service in Buenos Aires City, or by a courier service in the rest of the country. In such cases, the shipping cost will be deducted from the refund amount (please check the rate beforehand).