What delivery methods are available?

Neo Family offers several delivery methods depending on the destination country: Colissimo, Colissimo International, Mondial Relais and DHL International.

Are there any shipping costs?

Zone	Shipping cost	Delivery method
France, Monaco	€6.90	Colissimo
France, Monaco	€4.90 for orders from €0 to €95 Free for orders over €95	Mondial Relais
Europe	€19.90	Colissimo International
Europe Zone B	€29.90	Colissimo International
UAE	€45	Colissimo International
United Kingdom	€25	Colissimo International
Switzerland	€25	Colissimo International
North America	€40	Colissimo International
China	€50 for orders from €0 to €120 €75 for orders from €120 to €250 €100 for orders from €250 to €400 €150 for orders over €400	DHL International

Shipping zones

Zone	Shipping countries
Europe	Austria, Belgium, Bulgaria, Czech Republic, Denmark, Estonia, Finland, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden
Europe Zone B	Norway, Albania, Montenegro, Serbia, Turkey, Ukraine, Algeria, Morocco, Tunisia
UAE	Saudi Arabia, United Arab Emirates
United Kingdom	United Kingdom
Switzerland	Switzerland
North America	Canada, Mexico, United States
China	China

What are the delivery times?

Once your payment is confirmed, we guarantee a preparation and shipping time of 24 to 48 hours, excluding weekends and public holidays.

Any order placed before midnight, excluding sales periods and special operations, is usually prepared and dispatched on D+1 or D+2, excluding weekends and public holidays.

Colissimo delivery

France: 2 to 3 working days from the “shipped” status of your order.
Europe: 3 to 6 working days from the “shipped” status of your order.
International destinations: delivery times may vary depending on the destination country and local postal services.

Mondial Relais delivery

France and Monaco: delivery times may vary depending on the selected relay point and local logistics.

DHL International delivery

China: delivery times may vary depending on customs clearance and local delivery services.

Please note that delivery times may vary depending on local postal services, customs clearance and carrier operations.

Neo Family cannot be held responsible for longer delivery times due to the carrier, customs procedures or external events beyond our control.

As soon as your parcel is shipped, you will receive an email with a tracking link allowing you to follow the delivery of your parcel.

You can track your parcel on the carrier’s website:

• Colissimo: www.laposte.fr
• DHL: www.dhl.com

 

 

RETURN 

 

What is the deadline for returning a product?

 

You have a legal period of 30 days from the receipt of your order to return a product.

 

How can I return an item ordered on the site? 

 

Simply click on the button below:

 

 

How much are the return costs? 

 

Our team will deal with your request as soon as possible. Returns are free from the following countries:

Austria, Belgium, Croatia, Czech Republic, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain.

 

From abroad, you are responsible for the return shipping costs.

   

Which items ordered on the website can be returned? 

 

All products on the site can be returned, except those with an indication to the contrary. The returned products must be intact, in perfect condition for resale, in their original packaging with all original swing tags attached. They must not have been worn or used, nor have they suffered any deterioration, even slight, and must be in a perfectly clean condition. Any product that is damaged, incomplete, or whose original packaging has deteriorated will not be refunded.

If Neo Family has made an error in your order, the cost of return will be covered. In this case, please contact our customer service department to inform us and we will explain the procedure to you.