Refund Policy

You have 14 days from the date you receive your order to request a return. This is in line with EU consumer rights law — and we think it's fair.

To start a return, email us at support@neverlose.at with your order number (a reason is optional). We'll respond within 1–2 business days with instructions.

Your right of withdrawal does not depend on the condition of the items. You can try them on the way you would in a shop. Please send them back unwashed, ideally with the tags and in the original packaging.

You only pay for a loss in value if it comes from handling the items beyond what is needed to check their nature, characteristics and fit (for example wearing them out or washing them).

Once your return is received and inspected, we will process your refund within 5–7 business days. Refunds are issued to the original payment method used at checkout.

You will receive an email confirmation when the refund is processed. Depending on your bank or card provider, it may take an additional 3–5 days to appear on your statement.

If you withdraw within the 14-day period, we also refund the original standard shipping costs (except any extra cost for a more expensive shipping option you chose).

We currently do not offer direct size exchanges. If you need a different size, please return your item for a refund and place a new order. This ensures you get the correct size without delay.

Need help finding the right size before you order? Check our Sizing Guide FAQ or contact us — we're happy to advise.

Return shipping costs are the responsibility of the customer, unless the return is due to a defect or an error on our part.

We recommend using a tracked shipping service for your return. NEVERLOSE is not responsible for items lost in transit on the way back to us.

If you received an item that is damaged, defective, or not what you ordered, please contact us immediately at support@neverlose.at with your order number and a photo of the issue.

We will cover all return shipping costs in these cases and prioritise a resolution — either a replacement, store credit, or full refund.

Something unclear? Reach us at support@neverlose.at. We're a small team that handles every email personally — expect a real answer, not an auto-reply.