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FAQ's

 

How can I contact a Neeva D London representative?

How do I check the status of my order?

Can I place an order over the phone?

How can I customize a dress to my size?

Will you be able to design especially for me?

If I like a flower girl dress but you do not have it in my colour, will you be able to make a dress in my choice of colour?

How do I cancel or change my order?

What will I be charged?

When will I be charged?

What forms of payment do you accept on neevadlondon.com?

In what currency are the prices displayed on neevadlondon.com?

In what currency will I pay?

What tax will I pay with my purchase?

How is tax calculated?

Is my credit card information safe?

What do I do if my item(s) arrived damaged or defective?

How do I sign up for your email list?

Inaccuracy Disclaimer

Product Information and Orders for Products

When can I expect my order to arrive?

What is the return policy?

How do I return an order including an international order?

What do I do if my item(s) arrived damaged or defective?

How do I exchange after ordering?

How do I get a refund?

How much will shipping cost?

When will my order ship

Can I gift wrap my order?

How do I cancel my order?

What personal information do you collect from your customers

Will my personal information be safe?

How do you use information you collect from me?

I am stylist and work with celebrity, if I am interested using one of your outfits, how do I contact the designer?

How can I contact a Neeva D London representative?

Neeva D London customer service representatives are available 24 hours a day Monday to Fridays (in the UK excluding UK bank holidays and in India during national holidays in India). Please text us on WhatsApp on +44 79866 40448 (UK) or +91 83348 60700 (India) or email us customercare@neevadlondon.com

How do I check the status of my order?

You can check your order status at any time by clicking on the ‘Sign In’ link at the top of every page and logging into your account. You may also call or text us on WhatsApp on +44 79866 40448 (UK) or +91 83348 60700 (India) or email us customercare@neevadlondon.com at for additional assistance.

Can I place an order over the phone?

Neeva D London Customer Service representatives are available 24 hours a day to help you with your purchase. Please call us at +44 79866 40448 (UK) or +91 83348 60700 (India). However, we will also ask you to fill in the form that is on our website just to formalise the order.

How can I customize a dress to my size?

We can make all the dresses (Women and children’s) to the size you require. It is important that you call us at +44 79866 40448 (UK) or +91 83348 60700 (India) to discuss your requirement. If you cannot get through to us for any reason please email us on customercare@neevadlondon.com and give us your WhatsApp number and we will contact you. Please note, all order will be formalised in writing later on. You can also fill in the form that is on our website and give us your WhatsApp number and we will contact you.

Will you be able to design especially for me?

If you wish us to design and make a bespoke outfit for you, then we will be very happy to do that. Please contact our Customer Service representatives at +44 79866 40448 (UK) or +91 83348 60700 (India) or email customercare@neevadlondon.com. You may complete in the form that is on our website and send it to us. We will take it from there.

If I like a flower girl dress but you do not have it in my colour, will you be able to make a dress in my choice of colour?

If you like one of the design of our outfit but want it in your colour we may be able to do that. Please contact our Customer Service representatives at +44 79866 40448 (UK) or +91 83348 60700 (India) or customercare@neevadlondon.com. You may complete in the form that is on our website and send it to us. We will take it from there.

How do I cancel or change my order?

Customers can change their minds or cancel their order within 24 hours of purchase by emailing us. Customers cannot change, cancel or modify orders after this period. Please note that this includes size changes as well as payment, shipping address and shipping method. After 24 hours Neeva D London will consider the order as confirmed and start to process it. You may also call or text us on WhatsApp on +44 79866 40448 (UK) or +91 83348 60700 (India) or email us customercare@neevadlondon.com at for additional assistance.

What will I be charged?

You will be charged the value of the order in the currency of the country/region you selected. If you charged your order to a credit card or account in a different market form the shipping country/region, additional bank fees may apply. Contact your bank for more information. If your credit card is tied to another currency, your bank may apply fees. Please contact your bank for more information on the fees.

When will I be charged?

Most of our products are ‘made to order’. Therefore once we receive the order form from you or formalise the order in writing if a dress is customised to your size, we will take full payment after 24hrs by charging your credit card. This applies if you have multiple items in your order, you will be charged for all items in one transaction.

What forms of payment do you accept on neevadlondon.com?

If you are purchasing from the UK and from rest of the world except India. You can pay by credit card i.e. Visa, MasterCard, Visa Debit, AMEX, Visa Delta, Electron cards, through our ‘PayPal’ gateway. If you are purchasing from India, please use ‘PayU Money’ and you can pay by any major credit cards including AMEX and by Indian domestic debit cards, Net Banking, Wallets and UPI with the shipping process. Please note we are not liable for the bank charges applied on your card and the currency your bank used to convert the purchasing price. Don't have a PayPal or PayU Money account? You can sign up for one on the PayPal website or https://www.payumoney.com/

In what currency are the prices displayed on neevadlondon.com?

No matter from which country you are purchasing you can view all prices of merchandise on neevadlondon.com in U.K Sterling (GBP) or U.S. Dollars (USD) or Indian Rupee (INR) or European Euro (EUR) currency. Please note the final checkout price will also be in your chosen currency.

In what currency will I pay?

If you purchase from India you will be charged in Rupees and if you purchase from UK and other parts of the world you will be charged in UK sterling (with conversion charge where applicable).

What tax will I pay with my purchase?

Price quoted does not include VAT/GST. 20% VAT in the UK and 12% GST in India will be charged at the checkout.

How is tax calculated?

State laws require that we charge applicable sales tax on orders shipped to the following states, where Neeva D London has an On-line retail presence: UK, India, US, Europe, Australia. Orders for delivery outside the United Kingdom and India, may be opened and inspected by customs authorities and may be subject to import duties, custom tariffs and value added taxes which are levied when the delivery reaches the specified destination. All orders delivered outside the European Union are dispatched on a 'delivered duty unpaid' basis. This means that any local charges incurred must be met by the recipient of the Products. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.

Is my credit card information safe?

Neeva D London uses secure server software over a Secure Socket Layer (SSL) line to protect credit card information. All personal and credit card information is encrypted so that that it cannot be read as it travels to an ordering system. Once it is received, it is stored in a location not accessible via the Internet.

What do I do if my item(s) arrived damaged or defective?

Neeva D London stands behind the quality and craftsmanship of all of our products. If you believe your item is defective or has been damaged en route, please contact a customer service representative on WhatsApp +44 79866 40448 (UK) or +91 83348 60700 (India) or email us customercare@neevadlondon.com available 24 hours a day.

How do I sign up for your email list?

You can subscribe to our email list by entering your email address in the ‘subscribe’ field at the bottom of the page. Sign-up for all things Neeva D London - news, exclusive events and insider sales - straight to your inbox

Inaccuracy Disclaimer

From time to time there may be information on our Site(s) that contains typographical or visual errors, inaccuracies or omissions that may relate to product descriptions, pricing or availability. While we endeavour to display our products and their colors as accurately as possible, the displayed colors of the products will depend upon the technical specifications and settings of the computer and monitor of the user, and we do not guarantee that the actual colors of the products will be accurately displayed on the user’s monitor. Products displayed may be out-of-stock, discontinued or otherwise unavailable, and prices are subject to change. Neeva D London is not responsible for, and reserves the right to correct, any errors, inaccuracies or omissions and to change or update information at any time without prior notice (including after you have submitted Your order).

Product Information and Orders for Products

We endeavour to describe every item in detail as accurately as we can. You may only order products if, and you hereby represent and warrant that, you are 18 years old or older. You agree to pay in full the prices for any purchases you make either by credit/debit card concurrent with your online order or by other payment means acceptable to MJI. You agree to pay all applicable taxes. If payment is not received by Us from Your credit or debit card issuer or its agents, you agree to pay all amounts due upon demand by Us. You agree that you are not permitted to resell any products purchased through or via any of the Site(s) for commercial purposes.

When can I expect my order to arrive?

Since most of our products are ‘made to order’, we will have specified on our website what is the estimated time of delivery. We endeavour to keep to the delivery time. You will receive an email when your order ships. After your order ships, it will arrive to the shipping address within 3 to 6 business days. Please note that in some rare occurrences, the delivery timeframe could be extended. However, you will be able to track your order throughout the time by using the tracking number we provide you. Business days are Monday through Friday, excluding U.K and India national holidays.

What is the return policy?

Every Neeva D London pieces will be packaged into a secure Neeva D London distinctive package before packaged into a non-branded secured postal pack. Therefore we make every effort to ensure every item is secured and quality checked before dispatched.

Neeva D London does not give refund or exchange unless it can be proven to be a manufacturing fault. We are happy to replace for the same if any item proven to reach you damaged on arrival, please contact our Customer Service representative s within 24 hours via email customercare@neevadlondon.com or contact us on WhatsApp +44 79866 40448 (UK) or +91 83348 60700 (India). We will arrange a pick up by our courier service free of charge. We will not be able to give you a replacement there after. If it’s a bespoke order, it will take little time to replace the garment if manufacturing fault is proven. We will inform you of the delivery time.

After logging manufacturing fault, you then have 14 working days to return the item by downloading and completing the return form from Neeva D London website. Once the documentations are complete, one of our courier companies will contact you to arrange a time for pick up. Please note, item(s) must be returned to the original shipping country with the original returns form. Item(s) should be returned, unused, unwashed and with all garment tags, branded boxes/packages, instructions and authenticity cards as these are considered to be a part of the product. This is also to ensure that item(s) return(s) to Neeva D London in a suitable and undamaged state. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or replacement refused. Also we may not provide replacement where item(s) that are sent without any returns paperwork. Neeva D London reserves the right to refuse return of any item(s) that does not meet the above return requirements.

How do I return an order including an international order?
  1. Please log in to My Account at NeevaDLondon.com and click on ‘Orders’. You will see the Return option against orders purchased within 14 working days.
  2. Download the return form and complete it.
  3. Enclose the returns form with the item(s) you wish to return in the original box.
  4. Attach the returns label provided to the outside of the box.
  5. Contact us on the contact details below to arrange pick up.
  6. Your item will be collected by our courier service on your requested day.
  7. You must return to the country from where it was initially dispatched.

UK
Neeva D London,
133 Moorside Crescent,
Derby DE24 9PT,
UK. India
Neeva D London,
AL 189, Sector 2, Salt Lake,
Kolkata 700091,
West Bengal,
India.

What do I do if my item(s) arrived damaged or defective?

Neeva D London stands behind the quality and craftsmanship of all of our products. We will take photograph of the ordered item before packing it. If you believe your item is defective or has been damaged en route, please take a photograph of the item immediately and contact our Customer Service via email customercare@neevadlondon.com or ring us on WhatsApp +44 79866 40448 (UK) or +91 83348 60700 (India). immediately within 24hrs. Item must be used or worn if you are thinking of returning it. Please note we cannot give refund but can exchange item if manufacturing fault can be proven.

How do I exchange after ordering?

We make every effort to ensure all items are secured and quality checked before dispatched. Most our item(s) are made-to-order to UK sizes. Therefore, we strongly advise you to refer to our measuring guide and order your correct size. Once you have purchased we are unable to give you an exchange. However, product can be replaced for the same if it’s found to be a manufacturing fault. See above ‘Return Policy’.

How do I get a refund?

Neeva D London does not give refund once the order has been processed. Customers are requested to check their sizes carefully and if in doubt please contact us by email. However, customers have 24 hours to change their mind or cancel their order after making payment by sending an email to customercare@neevadlondon.com immediately. Neeva D London will consider the order as confirmed after this period and customers cannot change, cancel and modify orders after this period. Please note that this includes size changes as well as payment, shipping address and shipping method. However, replacement will be made if there is a proven manufacturing fault with the product. See above ‘Return Policy’.

How much will shipping cost?

If you purchase from India you will be charged in Rupees and shipping and delivery will be from India. However, if you purchase from UK and other parts of the world you will be charged in UK sterling (with conversion charge where applicable). Price quoted does not include VAT/GST. 20% VAT in the UK and 12% GST in India will be charged at the checkout. Delivery charges will be applied as follows:
UNITED KINGDOM: All orders over £100 qualify for free UK delivery. £4.95 when order value is under £100.
INDIA: All orders over £100 qualify for free delivery to certain cities in India (see below). Rs.500 when order value is under £100.
EUROPEAN UNION: £9.95
UNITED STATES & CANADA: £19.95
REST OF THE WORLD: £19.95

  1. In the UK we are able to ship to all over the country.
  2. In India we are able to ship to Delhi, Mumbai, Bangalore, Hyderabad, Chennai, Goa and Kolkata.
  3. In Europe we can only ship to UK, Austria, Belgium, Denmark, Finland, France, Germany, Ireland, Italy, Spain, Sweden, Holland and Norway.
  4. Rest of world we deliver to USA, Australia, Canada, Dubai and Tokyo.
  5. We use reputable courier services when shipping out of the UK (i.e. Parcel Force, myHermes and DHL) and from India (DHL, UPS and DTDC). We will notify you which courier service we are using to ship out your goods and you will be provided with tracking numbers to check status of our order.
  6. Products for delivery outside the United Kingdom, may be opened and inspected by customs authorities and may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. All orders delivered outside the European Union are dispatched on a 'delivered duty unpaid' basis. This means that any local charges incurred must be met by the recipient of the Products. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.
When will my order ship

Your order will ship by the date communicated on the item detail page and the order confirmation email. Please note that your order could ship earlier or later than the expected delivery date. Should the product be delayed, you will be notified by email.
We use reputable courier services when shipping out of the UK (i.e. Parcel Force, myHermes and DHL) and from India (DHL, UPS and DTDC). We will notify you which courier service we are using to ship out your goods and you will be provided with tracking numbers to check status of our order.

Can I gift wrap my order?

We can gift wrap only on request only. Please contact our customer service representative on WhatsApp +44 79866 40448 (UK)or +91 83348 60700 (India) or email us customercare@neevadlondon.com available 24 hours a day. There may be additional charge for this service.

How do I cancel my order?

Customers can change their minds or cancel their order within 24 hours of purchase by emailing us. Customers cannot change, cancel or modify orders after this period. Please note that this includes size changes as well as payment, shipping address and shipping method. After 24 hours Neeva D London will consider the order as confirmed and start to process it.
To cancel your order before 24hrs, please contact our Customer Service representative immediately on WhatsApp on +44 79866 40448 (UK)or +91 83348 60700 (India) or email us customercare@neevadlondon.com

What personal information do you collect from your customers

When placing an order with us for the first time, you can register with us and complete certain required fields on an order form. We may provide you with and/or ask you to use passwords and other means for you to be able to access certain areas of the site such as My Account. Where we do so, it is on the condition that you shall be responsible for ensuring that such Secure Access is kept secure and confidential at all times.
Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).
We may collect, use, store and transfer different kinds of personal data about you which we have grouped together follows:

  • Identity Data includes first name, maiden name, last name, username or similar identifier, marital status, title, date of birth and gender.
  • Contact Data includes billing address, delivery address, email address and telephone numbers.
  • Transaction Data includes details about payments to and from you and other details of products and services you have purchased from us.
  • Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website.
  • Profile Data includes your, purchases or orders made by you, your interests, preferences, feedback and survey responses.
  • Usage Data includes information about how you use our website, products and services.
  • Marketing and Communications Data includes our preferences in receiving marketing from us and our third parties and your communication preferences.
  • We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.
  • We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.
  • This website is not intended for children and we do not knowingly collect data relating to children.
Will my personal information be safe?

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

How do you use information you collect from me?

We use your personal information for the processing of orders, payments and to provide you with a personalised shopping experience. We will also use your details to fulfil and deliver your orders as well as manage your online account. Your personal information will also be checked with credit agencies to prevent fraud. Where there is a legal obligation to do so, we may disclose your information to any relevant regulatory body. We may also use your personal information to send you marketing updates but only ever in accordance with your preferences. We do not sell your details onwards to for example third party marketing companies. Finally, we may use your personal information for our internal marketing and demographic studies, together with non-personal data to monitor customer patterns so we can consistently improve our site design and develop our products to better meet our visitors’ needs and grow our business. Where Neeva D London promotes special events, limited edition products or online competitions and email address data is collected, email addresses will automatically be included in our regular newsletter subscription service. Subscribers may however unsubscribe at any time by using the unsubscribe link at the bottom of all email communication.
You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to Neeva D London, 84A Lavender Sweep, London SW11 1HD or email customercare@neevadlondon.com

I am stylist and work with celebrity, if I am interested using one of your outfits, how do I contact the designer?

We love to see any well known celebrity wear our outfits. Please contact our Customer Service representatives via email customercare@neevadlondon.com or WhatsApp Neeva (the Designer) on +44 79866 40448 (UK)or +91 83348 60700 (India) and we will contact you ASAP. Or you can just fill in the form that is on our website, and we will contact you after that.

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