Returns & Exchanges

If you would like to return your NeoCurly purchase for any reason, please remember this one rules: You have 15 DAYS to make your return request online following the delivery date. After requesting your return, you have 7 DAYS to mail the items back to us. NeoCurly reserves the right to withhold the refund or return of items shipped outside of the return window.

Email us at customercare@neocurly.com and request to return an item. Once your return is authorized, you'll receive step-by-step instructions and on how to send the items back to us via email.

* Gift cards

* Items marked as final sale.

* Discontinued (Sale) items.

* Partial return of gift sets.

* Free gifts or promotional items with retail value.

* Used, scratched, stained or torn items.

Important Note: Bonnets, Silk Scarves, Satin Lined Caps, and Scrunchies will only be accepted for refund if they are in brand new, unused condition, and still in the original packaging. Before submitting your order, please consult the product description to determine if the item you're purchasing can be returned.

Items purchased in the last 15 days for our US customers only.

NeoCurly 15 days Return is only available to customers within the 48 contiguous United States.

We regret that we are unable to refund your original shipping charges unless the return was the result of our error.

Once received, returns may take up to 5 days to process. Once processed by our return specialist it may take 3-10 days depending on your banking institution to reflect your statement.

Shipping Policy

COVID-19 Impacts Delays
We are experiencing a 2-3 day delay in processing and shipping some orders including orders with domestic or international expedited shipping. Our top priority is maintaining the health and safety of our NeoCurly team and If you have any questions or concerns, please contact our customer care team member at: customercare@neocurly.com

Order processing time is between 1-2 business days, Monday - Friday during normal business hours excluding federal holidays within the United States. Orders placed after 12:30 PM CST will be processed and shipped the next day. If your order is placed on Saturday, Sunday or a Public Holiday, the first handling day will be the next business day. Expedited Orders: For same-day processing, expedited and overnight orders must be placed by 12:30 PM CST for same-day processing

NEOCURLY is pleased to offer direct shipping to many of our customers outside of the United States. For all international destinations, details are provided here. If your country is not included in the list, this only means that we do not have an estimate, yet. Send us an email at customercare@neocurly.com and request us to add your country.

When you place an order, a shipping confirmation email or an SMS with the shipping tracking number is automatically sent to your email or phone number. If you still have a question, email us at customercare@neocurly.com, and we’ll be more than happy to help! Download Route’s mobile app for iOS from the App Store to visually track your package and receive real-time notifications on its estimated delivery Route Order Tracking

Contact customercare@neocurly.com immediately. In some cases, we may be able to change the address for you if your order hasn't already been processed.

You may return or exchange your item(s) for any reason within 15 days of purchase if the original purchase was made on neocurly.com. Please note that return shipping fees are non-refundable and are the responsibility of the customer. To ensure expeditious delivery, we recommend that you send your return via UPS or insured Parcel Post. For more information please refer to our Returns and Exchanges Policy

Please contact our Customer Care team at customercare@neocurly.com
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Please be prepared to provide photographic evidence of the damage you experienced, and we’ll take it from there!

If you receive an incomplete order, or your package never arrived, please email customercare@neocurly.com and include your order number. If we're unable to locate the order, we'll issue a free replacement order or a full refund.

NeoCurly is proud to partner with Route, the leader in package protection and tracking solutions. We provide free shipping insurance, via Route Package Protection on all orders placed through our website against damage, loss, or theft. If you need any assistance with filing a claim, please reach out to our customer service team by email at customercare@neocurly.com

We're so sorry to hear you want to cancel your order with us. We can only cancel orders that have not yet been processed for shipping and are still in our warehouse. Please contact customercare@neocurly.com

Properly package your return to prevent damage in transit. Use the original NEOCURLY packaging if available and include a copy of your invoice.

Send via UPS, FedEx or USPS to:
NeoCurly Co.
Attn: Order Returns
701 N Glenville Dr. Suite 500. Richardson, TX 75081

Please allow 7-10 business days from the receipt of your returned package for your return credit to be processed. A confirmation email with your refund details will be sent to you. Please note, Refund may take 3-5 days for the funds to post to your account depending on your banking institution.

No - We regret that we are unable to refund your original shipping charges unless the return was the result of our error.

Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the top status bar on secure pages. Look for this icon on any web page that asks for your personal information. To further ensure your security, we use state of the art SSL (secure sockets layer) encryption to protect your personal information from unauthorized use. NEOCURLY does not store credit card information on our site. For more information, view the privacy policy here

Product Information

NEOCURLY products are proudly formulated, filled packaged in the USA utilizing domestic and imported components. Our Tool & Accessories are made in China.

Yes - All of our products are safe on color treated hair.

Yes!
NEOCURLY is a cruelty-free brand, no animals are ever harmed during the production of our products. We make certain all ingredients we use are never tested on animals or derived from their by-products.

NEOCURLY products are free of cyclic silicones. Additionally, we may use silicones in some formulas where these particular silicones enhance the products’ effectiveness, don’t compromise on performance and are water-soluble, meaning they will not build up on hair and are non-toxic.

The key to discovering the best products for your individual curls is understanding your curl type and condition.
Visit the Insights page to identify your curl type and needs, and for guidance on finding the best products for your unique curls.

Our formulas were not designed for children, and we recommend products be used only by children 6 and up.

Some of our formulas contain Honey which is known for its moisturizing properties, so no—we're not a fully-vegan line.

The one thing you should always do before using a new skin/hair care product is perform a spot test prior to use if you feel you may have a heightened level of sensitivity to certain ingredients. If some allergic reactions have occurred, please discontinue use and consult your physician or medical care provider immediately. Also reach out to us and let us know what product gave you the allergic reaction. Contact us at: customercare@neocurly.com

Yes! We only use 100% natural fragrance or essential oil blends in our products. A blend of essential oils, fresh petals physically extracted by steam or cold pressing from plants (almost always organically grown), not chemically altered from their natural state or derived with solvents.

Afterpay, Shop Now, Pay Later

Afterpay allows us to offer our customers the ability to make purchases now and pay for them in four equal payments made every 2 weeks without any interest.

Just shop neocurly.com and check out as usual.

At checkout, choose Afterpay as your payment method.

You will be directed to the Afterpay website to register and provide payment details (Visa or Mastercard).

If you’ve used Afterpay before, just log in to your Afterpay account. Then complete your order – it’s that easy!

Please note, all items in your shopping bag must be eligible for Afterpay, and the bag value must be between $35 and $1,000

All Afterpay customers are required to make their first payment at the time of purchase. The remaining three payments are deducted automatically every 2 weeks in equal installments from your selected payment method. If you would like to make additional unscheduled payments before they are due, you may log in to Afterpay to make your payments early. Afterpay will then adjust the amount owed accordingly. You can log in to your Afterpay account anytime to view your payment schedule or make a payment before the next due date.

Afterpay orders are delivered within our standard shipping timeframes like any order from www.neocurly.com. Free standard shipping is available for orders over $75.00. Visit our Shipping page for more information.

Payment Methods & Taxes

We accept PayPal payments, Discover, Mastercard, Visa or American Express.

We collect State sales tax on orders shipped to the following states: Texas (list is subject to change as we open new locations)
Tax is estimated at the time an order is placed and a final calculation of the actual sales tax will be reflected on your order confirmation email!

(1) Add your favorite NeoCurly product to cart.
(2) Click "checkout"
(3) On the right hand side click on the promo code option

Unfortunately NO; you can only use one special offer per order.

If your promo code isn't working, try these troubleshooting steps.
Some of our promotions only apply to specific products, sizes, or must meet a min purchase amount. Please check the restrictions of the promotion code.
Most promotions have an expiration date, make sure you check the details of the promo code to see if it’s still valid.
Some promo codes require you to be logged into your account, use your account email and password to log into your account.
Clear the browser cache - Clear the Cache and Cookies in your browser to remove old promotion codes that might be saved.

Damaged, Lost, Stolen Package

NeoCurly is proud to partner with Route, the leader in package protection and tracking solutions to provide free shipping insurance, via Route Package Protection on all orders placed through our website against damage, loss, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed.

Route is premium package protection that ensures protection of customers shipment in case of lost, stolen, or damaged for all NeoCurly orders. You are protected every time you place an order with us and you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.

If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim.
You can also file a claim here: https://claims.route.com/
Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.

Yes.
Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/