FAQ

Frequently Asked Questions

Welcome to our frequently asked questions, here are all the important questions that often come from customers or are likely to answer your questions.

SHIPPING & DELIVERY

How soon can I expect my package?

Basically, the processing time of your order takes between 1 and 3 days.

The delivery time of the products is on average 6 to 10 working days. All announced deadlines are calculated in working days. Deliveries are made by the La Poste service.

In the event that the delivery time exceeds 5 weeks, we will refund your purchase and you can keep the package on the day of effective delivery.

Can I track the progress of my package?

We offer package tracking for all our products, so our customers can follow the processing and full delivery of their order.

All you need to do is contact us through the designated tab or by writing to us directly at the following email address: support@neo-smart.com. We will then tell you the progress of your package and the delivery date. We will do our best to deliver the ordered products as soon as possible.

How to receive the package in case of absence?

Our packages are optimized to be easily left in mailboxes. If this is not the case, you should keep the delivery notice from the delivery person and go to your local post office to pick up your package.

I made a mistake in my contact information (address, name, etc.)? What to do?

Please contact us immediately so we can update your information as soon as possible. Please provide us with your order number and the contact information you would like to update. We will take care of the change.

Change of address after receipt of confirmation of delivery

In accordance with our terms and conditions (see general conditions of delivery), once an order has been shipped from our warehouse, no changes can be made to the order and is the sole responsibility of the buyer.

RETURNS, EXCHANGES AND REFUNDS

Return conditions:

You have 14 days after receipt of the package to return the items to us. Of course, the products must be returned in their original packaging in their original condition. For any request for a refund, you must return the product to us and send us a letter (with proof of shipment). Your request will then be processed upon receipt of the items. The refund will take place within 14 days.

Can you refund me the shipping costs?

The company agrees to reimburse you for the costs incurred in purchasing the product. However, you are responsible for the return costs.

ORDER CHANGES

I have already ordered, but I want to withdraw, what should I do?

If you have changed your mind about your order, you can send us an email to indicate the item to be changed and we will do what is necessary. However, please note that any request made after your package has been shipped cannot be processed.

REFUNDS AND CANCELLATIONS

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All purchased items may be returned and/or refunded, subject to appreciation and management approval, under the following conditions:

Return requests will be accepted within 14 business days of delivery.

All items must be returned in original condition, complete with all parts and tags. Damaged/defective/incorrectly received products may be exchanged.

Cancellation of an order may be made before orders are shipped. Management reserves the right to refuse cancellations after items have shipped.

Any refund is subject to the sole discretion of the company.

The company is not responsible for any typographical errors in the delivery address provided by the customer.

Any change of address is subject to management approval. Sent/completed orders can strictly not be changed.

I still have not received my refund?

Please notify us immediately by email if you have not received a refund from us within 14 days of receiving your email.

DAMAGED ITEMS

What should I do if I have received a damaged item?

If you have received a damaged item, please let us know immediately by sending us proof of the damage and we will process your request as soon as possible.

OTHER REQUESTS

How soon can I expect a response to my request?

It depends on the request and the processing time it takes, but our teams will make every effort to respond within 24 hours.

I would like to know more about your pricing policy:

Throughout the year, we publish promotions for our products (for example, 2 bought 1 free) or products for promotion and free deliveries.

All these offers are only possible thanks to the partnership we have with our suppliers, which allows us to offer you products at low prices and quality today.

The best advertisement is a satisfied customer.

Did not receive confirmation e-mail

If you have not received an email confirming your purchase, please let us know immediately through the “Contact Us” tab, providing your contact information and the problem you are facing. We will then do what is necessary to respond to your request.

Remember to check your junk mail before making a request to our service.

Partnerships and sponsoring

Please do not hesitate to contact us for a partnership or other request. We are constantly looking for new vendors and new companies to partner with.

How can I contact you?

For any other request, please contact us by email at “support@neo-smart.com”