SHIPPING AND DELIVERY POLICY

We (www.shopneoluxe.com) know that your order arriving on time for your event is VITAL. You shall order with our free standard turnaround time, we never take an order unless we are 100% sure that we can guarantee your deadline. The total delivery time is: Processing time + Delivery Time. The Shipping Fee will depend on the weight and size of the item(s).

We deliver our products through our courier partners via FEDEX, UPS and USPS.

Our Standard/Regular Delivery: 7  working days

During busy times or because the item might be in high demand, the delivery time could take around 9 to 14 days.

If you’re in the South Florida area and prefer to pick up your items instead, this can be arranged with customer service. Prior to placing an order please give us a call to inform us you would prefer to pick up your items.

Every order receives a tracking number before it leaves our facility. From the time it leaves our doors to the time it gets to yours, you’ll always know where your package is. All orders made on shopneoluxe.com are insured from the time of dispatch until they are delivered to your specified delivery address. 

• LATE DELIVERY: As per our policy, for the late delivery of an order, if the time delay is unreasonable you can be entitled for a refund of cost the shipping as per our Return/Refund Policy.

• SIZE MISMATCH: If you place an order and the item does not fit then you can request to return the product within 24 hours from the delivery date (excluding Sundays and holidays) by contacting us through phone or email. The product shall be returned as per our return policy. The credit from the return will be applied as a store credit towards another size or item online.

• SOMETHING MISSING IN THE DELIVERY:

We often send out orders in several different packages, so these may arrive at different times. Please note that this does not mean you will be charged any additional delivery cost. However, if you are still concerned about your missing item(s), please go to late deliveries to track your missing item(s).

• ORDER CANCELLATION: 

Please accept our apologies, occasionally we have to cancel orders for a number of reasons:

Product unavailability: We try to get as much options as possible onto our website, and occasionally we have to cancel orders when the ordered product is unavailable.
Failed security checks: Orders may also be cancelled if security checks are failed; there are multiple reasons this can occur. Please contact our Customer services team for further details.
Customer cancellation: If you have requested to cancel part or all of your order.

If your order has been cancelled you will be sent one of three emails:

Part of your order is cancelled

Sorry, we were unable to deliver all the items in you ordered. You will receive a full refund to the original payment method used for the cancelled items.

We've received your request to cancel part or all of your order

We are sorry to hear you've cancelled your order with us. Your request has been processed and you have not been charged for the item/s in your order.

You order has failed our security checks

Sorry, the order you recently placed with us has been cancelled because the details associated with the order have failed our internal security checks. You will not be charged for your item/s. Please contact our Customer services team for further details.

EXCHANGE, RETURN AND REFUND POLICY

• EXCHANGE POLICY

When the received product is incorrect from the one that the customer ordered or when item is damaged, the customer has to send photos or a video within 48 hours after delivery that shows the item is incorrect or damaged.

In this case, we will reship a new item and the customer shall return the product as per our return policy.

Note: Due to different batches of the products, it may come from different lots, the item logo or packaging the customer received may vary from shipments or from the photos displayed on our website. 

If all the physical appearance or the functions of the item are correct, this case will not be included in the free re-shipping policy of incorrect item.

• RETURN POLICY

For returning the product/order:  we will ask the customer to send the product back to us (full address will be provided to customer via email). In this case, the customer shall be held responsible for all the shipping fees. 

• The customer must ensure to return the item with its original packaging and all accessories in the same condition as received.

• All customers must contact Neo Luxe for approval before sending or returning any item to us. 

• Neo Luxe will not be responsible for the returned item without prior notification to us.

Note: Neo Luxe reserves the right make changes to our return policy. Any changes will be updated on our website

• HOW CAN I GET MY REFUND?

Our refund policies are simple. Please note a refund is ONLY issued if there was an issue with the item on our end. You can claim refund by:

1. Call us at our customer care number 305-741-2027 or;

2. Send us an email at info@shopneoluxe.com                                        

• METHODS OF PAYMENT AND REFUND

Credit / Debit Card – Your refund will go back to the same card you purchased on.

PayPal – This will be debited into your PayPal account straight away.

• REFUND CYCLE:

Complete refund process normally takes about 10-15 working days from the date of confirmation of refund. No credit until product has arrived.