Shipping policy
*Neu Neon* ("we" and "us") is the operator of (https://www.neu-neon.com) ("Website"). By placing an order through this Website, you agree to the terms below. These terms ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. *General*
- All products are made to order, and the production location may vary between the UK, Turkey, and the USA based on order volume and operational efficiency. The current production time is stated at checkout in the delivery section. Seasonality, order complexity, and other factors may impact these times slightly, in which case we will notify you via email.
2. *Shipping Costs*
- Shipping costs are calculated during checkout based on the weight, dimensions, and destination of the items in the order. Payment for shipping will be collected with the purchase.
3. Delivery Terms
- 3.1 Delivery times based on geographic location:
- United Kingdom: Next day delivery
- Europe: 3-5 working days
- United States & Canada: 4-6 working days
- Australia: 5-10 working days
- Rest of the world: 6-15 working days
- *3.2 Dispatch Time*
- All products are made to order, and the current production times are listed on the checkout page. We operate Monday - Friday during standard business hours, except on national holidays when we will be closed. In these instances, we take steps to ensure shipment delays are kept to a minimum.
- *3.3 Production Speed*
- Production speeds such as Standard, Rush, and Super Rush services are not a guarantee of delivery but an expedited production speed. Please ensure orders are made with enough time to cater for potential external delays outside of our control.
- 3.4 Change Of Delivery Address - For change of delivery address requests, we can change the address at any time before the order has been dispatched, provided the substitute delivery address is located in the same country as the original address.
- *3.5 Delivery Time Exceeded*
- If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
4. *Tracking Notifications*
- Upon dispatch, customers will receive a tracking email containing a tracking code from which they can follow the progress of their shipment based on the latest updates made available by the shipping provider.
5. *Parcels Damaged In Transit*
- If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with the next steps.
6. *Duties & Taxes*
- *6.1 International Order Import Duties*
- Import duties for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and Neu Neon encourages you to be aware of these potential costs before placing an order with us.
7. *Insurance*
- Parcels are insured for loss and damage up to the value stated by the courier.
8. *Process for Parcel Damaged In Transit*
- If your item arrives damaged, you must report this to us within 24 hours of delivery for us to make a claim against the courier for the damage. If this is not reported within the given timeframe, we may not be able to cover the damage to your item.
9. *Process for Parcel Lost In Transit*
- We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
10. *Customer Service*
- For all customer service inquiries, please email us at info@neuneon.com
Feel free to adjust any part of this policy to better suit your specific needs or preferences.
