Returns & Exchanges
As of June 1st, 2021, changes have been made to our Returns Policy. NeoCurly will only accept returns within the first 15 DAYS after purchase. After requesting your return, you have 7 DAYS to mail the items back to us. NeoCurly reserves the right to withhold the refund on returned items shipped outside of the return window. Please note that WE DO NOT provide return shipping labels unless the said return was as a result of our error.
Items purchased in the last 15 days for our US customers only. NeoCurly 15 days Return Policy is only available to customers within the 48 contiguous United States. Items must be in original selling condition (NEW, UNOPENED, UNUSED, UNWASHED, AND UNALTERED) and in its original packaging with tags attached to be considered for return. Any item merchandise that appears used will not be accepted. We do not provide return shipping labels unless an item has come damaged or by mistake.
(1) Gift Cards
(2) Sale/Discounted Items
(3) Last call or discontinued items
(4) Gift sets partial returns
(5) Free gifts and gifts with purchase
(6) Used/empty products, scratched, stained or torn items.
(7) Hair accessories for hygiene reasons (Combs, Brushes, Claw & Clips, Bonnets, Scarves, Caps, Scrunchies, Headbands & Hydro Bottles)
NOTE: Products eligible for return must be in original selling condition (NEW, UNOPENED, UNUSED, UNWASHED, and UNALTERED) and in its original packaging with tags attached to be considered for return. Before submitting your order, please consult the product description to determine if the item you're purchasing can be returned.
Email us at firstname.lastname@example.org 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.
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:
Attn: Order Returns
701 N Glenville Dr. Suite 500.
Richardson, TX. 75081
Shipping costs are NON-REFUNDABLE, unless the return was the result of our error. Shipping is a service you purchase from USPS along with your order from us, so any shipping issues must be handled by the currier.
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.
Orders are processed through our system every business day at 11:00 AM CST. All orders placed after 12:30 PM CST will be processed the next business day. Please allow 1-2 additional business days for your order to be fulfilled and shipped.
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 email@example.com and request us to add your country.
Track Order Status Here
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 firstname.lastname@example.org, 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 email@example.com immediately. In some cases, we may be able to change the address for you if your order hasn't already been processed.
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 firstname.lastname@example.org
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.
Some 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 current formulas are developed for adults, we recommend products use only by children 6 and up. Review each product ingredients before use to make sure none of the listed ingredients can trigger allergic reactions.
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: email@example.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.
o Just shop neocurly.com and check out as usual.
o At checkout, choose Afterpay as your payment method.
o You will be directed to the Afterpay website to register and provide payment details (Visa or MasterCard).
o If you’ve used Afterpay before, just log in to your Afterpay account. Then complete your order – it’s that easy!
o 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 other order from NeoCurly. 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 TEXAS shipping addresses (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 provides 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.
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 firstname.lastname@example.org
Please contact our Customer Care team at email@example.com 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 firstname.lastname@example.org and include your order number. If we're unable to locate the order, we'll issue a free replacement order or a full refund.
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.
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.
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/