due to the summer break some orders might be delayed, thanks for your understanding.
What delivery methods are available?
Neofamily offers the following delivery methods: Colissimo, DHL Europe and DHL International.
Are there any shipping costs?
Delivery is free for all orders over 50€ in France, 75€ in Europe and 150€ abroad.
Orders under 50€: 5€.
Orders over 50€: Free
Orders under 75€: 10€.
Orders over 75€: Free
Orders under 150€: 20€.
Orders over 150€: Free
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). You then need to add the time for delivery.
Any order placed before midnight, excluding sales and special operations, is therefore prepared and dispatched on D+1 or D+2, excluding weekends and public holidays.
2-3 days from the "shipped" status of your order.
DHL Europe delivery
3-5 days from the "shipped" status of your order.
DHL International delivery
4-8 days from the "shipped" status of your order.
Please note that delivery times may vary depending on local postal services.
We cannot be held responsible for longer delivery times due to the carrier.
As soon as your parcel is shipped, you will receive an e-mail with a link allowing you to track the delivery of your parcel.
You can follow the progress of your package on the website http://www.laposte.fr or www.dhl.com.
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.