FAQ
My order
Is it possible to modify my order?
Your orders are usually prepared on the day of validation, which leaves you a few hours after placing your order to contact us by email or telephone to send us the information to be modified:
- Change of address
- Addition of a product
- Change of size ( depending of the available stocks)
- Cancellation of a product
It is not possible to change the payment method.
Our customer service is available from Monday to Friday from 9:30 am to 6 pm.
What should I do if I have received an incorrect // defective item?
Upon receipt of your package, if an item is incorrect we invite you to contact us by email.
In order to be as efficient as possible, we ask you to provide in your email :
- Name
- Order number
- A photo of the order summary sheet
- A picture of the incorrect/defective product
We will then tell you how to send the product back to us.
Devlivery & return
How long does it take for my order to arrive?
Orders are prepared from Monday to Friday in our warehouses in compliance with health standards.
The processing time of an order is 1 to 3 days.
Once shipped the delivery time is :
- Metropolitan France : 3 to 5 days
- France overseas : 3 to 10 days
- Europe : 3 to 7 days
- International : 3 to 10 days
Note: Delivery times may vary due to weather, customs or any unforeseen variables.
How to return an item?
You will find at the bottom of our site the tab "deliveries and returns" which will indicate you all the procedure to follow to return your orders.
Can I get my order through Click & Collect ?
When ordering on our website you can select the "click & collect" option in our three points of sale:
- Un ours à la mer by Neo Family // 69rue Francis Davso - 13001 Marseille
- Zabou by Neo Family // 20 rue des Ponts de Comines - 59800 Lille
- Le Pop Up by Neo Family // 251 rue Saint-Martin - 75003 Paris
How does your delivery service work?
We use several carriers in order to best deliver anywhere in the world.
- France - Colissimo - 3 to 5 days
- Europe - DHL - 3 to 7 days
- International - DHL - 3 to 10 days
- Switzerland - DHL or Colissimo international - 3 to 10 days
Payment, Refunds, Promotions & Gift Cards
What payment methods do you accept?
We accept all major credit cards (Visa, Amex, Mastercard) Apple Pay and PayPal.
How to order and use a gift card?
Gift cards are available on our website in the "Gift Card" tab at the bottom of the site as well as in our boutiques.
Please note that gift cards purchased online can also be used in stores and vice versa. All you have to do online is add the code provided at the time of payment.
In store, you can also give your code to our sales consultants who will add it at checkout.
How can I get a discount code?
By subscribing to our newsletter you get a 10% discount code.
You can also receive discounts through our newsletters.
Please note! Some codes received by e-mail are exclusively linked to the accounts which they are sent to and cannot be used by other customers.
Customer service
Can I contact customer service by phone?
You can reach us at 01.58.59.00.81, between 9:30 am and 6 pm (French time) from Monday to Friday.
We are also available on several platforms:
- Mail : contact@neofamily.eu
- Instagram : @neofamilystore