FAQs

DESIGN

What is the design process?
 
Our collection is designed by our British founder, Holly.
The clothes are then hand-tailored here in Dubai from our excellent Neon Starfish tailoring team from the very best fabrics that have been tried and tested alongside our designs for the perfect fit and finish.

No photos we use are EVER re-touched as our clothes are made for real women and we do not ever retouch.
 
Bespoke orders
 
We offer a special tailoring service where you can order any of our beautiful items, customised to your own specifications. In order to take advantage of this exclusive service, just select “Tailored bespoke order” - the pink tape measure in our “Others” section on the website and add to your cart. When you go to check out, add to the comments underneath your cart what tailoring change you would like making the item precisely as you wish, exclusively for you ♥ ie 2 inches longer, 2 inches shorter.
 
If you wish to tailor more than one item, please add this option to your cart for each item you wish to tailor.
 
Please note that while these items are non refundable as they are made just for you.
 
Personalisation
 
We offer personalisation of certain accessories and home items.
These items are non refundable for obvious reasons so please be sure to enter your personal information carefully and double check the spelling before you submit your order.

Wish List
 
When you see an item you love, why not add it to your Wish List! Perfect for not-so-subtle gift suggestions for your Birthday, Anniversary, Mother's Day, Baby Shower, Christmas, Valentine's Day etc!
View the Wish List at the red heart, bottom right corner.

Gift Wrapping
We offer free gift wrapping & can also hand write a note making it the perfect present at no extra charge ♥

SHIPPING & DELIVERY

Shipping Costs

Shipping within the UAE is only 20 AED. When you spend over 300 AED shipping is with our compliments, and free across the whole of the UAE.
We do not ship outside of the UAE. If you are shopping from internationally, we would recommend that you look at our Stockists list at the bottom of this page so you can buy from a store in your local country.

What methods of payment can I use?
 
We accept cash on delivery as well as payment via PayPal, Visa or Mastercard debit and credit cards. All prices are in AED.
 
How long does delivery take?
 
Neon Starfish delivers right to your doorstep in the UAE and worldwide.
Please allow 2-3 days on orders within the UAE, providing the product is in stock.
Most of items we do not keep in stock so they are hand tailored for you when you place your order. Please allow 7-10 days for delivery within the UAE in this case. Tailoring takes time. We never rush this process.
 
 
What is the delivery process?
 
Soon after you have completed your order, you will receive a confirmation email with your reference number. We will process your order as quickly as possible.
(Note that during peak times this can take up to 2 – 3 working days.)
 
Once the package is ready to leave our warehouse, we will share a tracking number with you, so you can keep tabs on your delivery. You will then receive a call to schedule a delivery time to suit you.
 
When placing your order, it is essential you provide a telephone number that we can reach you on at all times. Please also include your delivery street address, either work or home.

How can I arrange for shipping outside UAE?
 
If you require shipping overseas, then just select your country from the list at checkout. If you cannot see your country listed, please send us a message and we will let you know the cost of shipping, then we can proceed with your order. Please note we do not refund the cost of international shipping in case of any exchange/ returns. Alternatively, if you are shopping from outside of the UAE, we would recommend that you look at our Stockists list at the bottom of this page so you can buy from a store in your local country.
  

MY ORDER

What if I don’t receive an order confirmation?
 
In the event that you don’t receive your order confirmation, please email us within 24 hours of placing your order and we will endeavour to sort it out. Before emailing, please do make sure you check your spam folder and add neonstarfish@gmail.com to your list of safe contacts.
Please keep in mind, any emails following your order will be sent to the address entered when the order was placed.
 
How can I cancel my order?
 
Should you wish to cancel your order prior to receipt, we urge you to kindly send an email to neonstarfish@gmail.com as soon as possible after the order has been submitted.
 
Once the order has been given to our tailor to be made for you, we are not able to cancel it. At this stage, you will need to follow the returns policy below.

RETURNS POLICY

What is Neon Starfish returns/ exchange policy?
 
We offer a hassle free five-day exchange policy. In the event that you are not 100% satisfied with an item, or if you wish to change the size or colour, please send an email to ruth@neonstarfishdubai.com within five days of receipt so you can exchange this for any other item.
 
All item(s) should be returned in the original packaging, unworn, with all tags attached and have no damage or usage. You can arrange to deliver these back to us however is most convenient for you or drop off to any of our Pop Up markets (listed on Instagram) or at our Festival Plaza store location.
Returning the item is at your cost and for you to arrange.

(We do not accept exchanges in any of our other stores, only at the markets or to flagship store address.)
Once inspection is complete you will receive a returns confirmation email with a voucher code/ credit to redeem against any future purchase from Neon Starfish with our thanks.
 
Bespoke orders, masks, personalised items and sale items are excluded from this return policy. International delivery charges are non refundable.
Unfortunately, we cannot offer cash back or credit card refunds. We do exchange only.

MASKS
Neon Starfish are not liable in any way for Masks purchased from our company. Without limitations. 
These are fashion products only. 
A suitable medical mask should always be worn underneath the cotton mask. 
Masks are not valid for any return or exchange due to hygiene reasons.

CARE GUIDE

How do I take care of my product?
 
All of our beautiful clothes are made by hand in Dubai.
We often use a gorgeous light crepe material which needs a little care at the start.
The first wash should be by hand please. After the first wash, you can use a delicate setting on your washing machine. If you are washing more than one item with pom-poms or tassels together, to avoid the trim getting tangled, just put your dress into the washing machine inside a pillow case. 
Iron on low, silk setting.
The colours are made to fade with time.
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