Do I have to pay for customs charges on my orders? 

Unfortunately, De-Neck™ is unable to determine what customs charges may be applied to overseas shipments. All customs charges (if any) are applied at the discretion of the carrier and local laws. All customs charges will be payable by the customer and will not be covered by De-Neck™. For more in depth information, we would suggest contacting your local customs office. 

What if I have not received my order? 

If an item from your order is yet to arrive, please be patient as it is more than likely being shipped from one of our global warehouses in. Feel free to contact us at for an update on the status of an order. 

How can I pay for my order? 

De-Neck™ has got your back! We accept the following payment cards: Visa, Visa Debit and MasterCard. We also accept PayPal payments. 

Is it safe to order online? 

You can rest assured that shopping with De-Neck™ is safe. We use the most up to date security systems and encryption software to ensure your personal details such as name, address and bank details are kept safe and secure. 

Can I make changes to my order? 

Unfortunately, once you have placed your order it is not possible to amend any details, our warehouse team receive orders directly and will have already started processing your order. 

What should I do if I receive an incorrect or faulty item? 

We are sorry to hear that you have received an incorrect or faulty item. Please send us a message at with your order number, the name/product code of the item you were supposed to receive and any further details. We will be in touch within 24 hours to resolve your issue. 

Can I exchange an item? 

Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice. Please see our returns policy and follow this process. 

What are my delivery options? 

Deliveries within United States are processed by USPS . All orders in other countries are delivered using local shipping methods. As we stock inventory in various warehouses across the globe, this is the most efficient method of delivery. 

What countries do you deliver to? 

We currently deliver to all countries except for the following: 

  • North Korea 
  • Cuba
  • Iran
  • Sudan
  • Syria 


How long does delivery take? 

  • Standard secured free Delivery typically takes between 10 – 15 business days. 
  • We aim to dispatch our orders within 2 days. but please allow up to 4 business days during peak times

What is your returns policy? 

  • Items must be returned within 14 days of receipt. 
  • Items must be undamaged 
  • Items must have all tags attached and be in original packaging 
  • Item’s must be returned to our returns centre:- 


Returns Centre: 

7225 West North ave River Forest Illinois 60305 United States.

Do you offer free returns? 

Unfortunately, we do not offer free returns. Any returns costs will be at your own expense. 

What if my product is faulty? 

We are sorry to hear you have received a faulty product. No problem! Send our customer service team an email within 30 days of purchase at, with images of the faulty product and we will be in touch to resolve the issue. 

How long does it take to process my return? 

We aim to process your return as soon as possible, but on occasions it may take up to 21 days for your refund to be processed after you have returned your item(s) to us. If you have not been refunded after 30 days of returning the item(s), please contact us at with the proof of postage information from your return carrier receipt and we will investigate this further. 

How can I track the status of my return? 

As soon as your return has been received by our warehouse team you will receive an email notification. You will then also receive an email from us to say your refund has been processed. Please note it can take 3-5 working days for the payment to show in your account, depending on the card issuer.