Frequently asked questions

Ordering

Do I need an account?

No. You can check out as a guest. An account only saves your address and lets you see past orders.

What currency am I charged in?

Pounds Sterling (GBP), always. Your bank converts if your card is in another currency. See Payment and security.

Can I change or cancel an order?

Email support@neurovai.shop straight away. If it has not gone to dispatch we will stop it. See Cancelling an order.

Delivery

How long will it take?

Dispatch takes 1–3 business days. UK standard then takes 7–14 business days; tracked takes 5–9. International is 10–21. Full table on the Delivery page.

Where does my parcel come from?

From our supply partners, and sometimes from outside the United Kingdom. We say so plainly because it affects both the delivery window and the chance of an import charge.

Will I pay customs charges?

Possibly, if the parcel crosses a border. Those charges are set by your customs authority and are payable by you. See Import duties and restrictions.

Sizing and fit

What size am I?

Measure yourself and use the table on the Size guide. If you are between two sizes, take the larger — tweed has no stretch.

Can I buy a set in two different sizes?

Not as a set; sets are cut and sold in one size. Where we also list the jacket and the skirt separately, buy them separately.

Returns

How long do I have?

14 days to cancel under UK distance selling rules, and 28 days in total to send something back unworn. See Returns and refunds.

Who pays the return postage?

You do if you changed your mind. We do if the piece is faulty, damaged or not what you ordered.

Where do I send it?

Email support@neurovai.shop first. We reply within one business day with the return address and a reference number to put in the parcel.

When will I get my money?

Within 14 days of the goods reaching us, to the card or account you paid with.

The pieces

Is the tweed wool?

Mostly not. It is a polyester and acrylic blend, with wool in some of the heavier cloths. The exact content is on every product page and on the label.

Are the pearls real?

No. Every pearl on this site is a glass pearl. None is natural, cultured or freshwater.

Is the gold real gold?

No. Chains, clasps and buttons are plated alloy with a gold-tone finish.

Is the jewellery safe for sensitive skin?

We cannot tell you that. We buy costume jewellery without independent test reports, so we make no claim about metal content. If you know you react to a metal, take advice first.

Everything else

Do you have reviews?

Not yet. We would rather show none than show any we did not receive from a real customer.

Do you have a shop I can visit?

No. NEUROVAI is online only and everything is handled by email at support@neurovai.shop, Monday to Friday, 09:00–17:00 UK time.

Do you sell subscriptions?

No. Every order here is a single one-off purchase. Nothing on this site renews or recharges.