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 against the design for the perfect fit and finish.
We also carefully select a few complementary pieces to add to the collection from our trusted wholesalers to further enhance the great range we can offer our customers.
No photos we use are EVER re-touched as our clothes are made for real women.
 
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.
 
 
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?
 
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.
  

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 to avoid shipping & warehouse service cost.
 
Once the courier has been assigned the order, 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?
 
Our main concern is making sure our lovely customers are completely happy!
 
We offer a hassle free five-day return 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 neonstarfish@gmail.com within five days of receipt.
 
Our courier will then contact you to schedule a returns collection. Please make sure to hand over all items to be returned to the courier at your chosen location and time once they contact you so there is no charge if the courier has to visit you more than once.
All item(s) should be returned in the original packaging, unworn, with all tags attached and have no damage or usage. Once inspection is complete you will receive a returns confirmation email with a voucher code to redeem against any future purchase from Neon Starfish. Your voucher will cover the value of the items returned minus the return shipping charge at cost.
 
Bespoke orders, personalised items and sale items are excluded from this return policy.
Unfortunately, we cannot offer cash back or credit card refunds.