What are the available delivery methods?

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

Are there any delivery charges?

Delivery zones

What are the delivery times?

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

Any order placed before midnight, excluding sale periods and special promotions, is generally processed and shipped within 1 to 2 business days, excluding weekends and public holidays.

Colissimo Delivery

France: 2 to 3 business days from the "shipped" status of your order.
Europe: 3 to 6 business 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 collection 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 formalities, 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 package is shipped, you will receive an email containing a tracking link allowing you to track the delivery of your package.

You can track your package 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 receipt of your order to return a product.

How do I return an item ordered on the site?

You must send us a message via our contact form here: Contact us

What are the return costs?

Our team will process 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, return shipping costs are your responsibility.

Which items ordered on the site can be returned?

All products on the site can be returned, unless otherwise stated. Returned products must be intact, in perfect condition for resale, in their original packaging with all original labels attached. They must not have been worn or used, nor have undergone any deterioration, however slight, and must be in a perfectly clean condition. Any product that is damaged, incomplete, or whose original packaging has been damaged will not be refunded.

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