FREQUENTLY ASKED QUESTIONS
E-mail:
shop@neocouture.com
Mobile: +48 535 083 747
(Mon.-Fr., 9:00am-17:00pm, local time)
Fast and free shipping worldwide!
Quick and easy returns!
Do I have to register to place my order?
Yes. If you are a registered user you can track order statuses, view the history of your orders and take advantage of special deals and promotions in our online shop and traditional shops.
How can I contact neocouture.com?
Neocouture.com remains at your disposal from Monday to Saturday between 9:00am and 17:00pm (local time) Telephone number: +48 535 083 747 and e-mail: shop@neocouture.com
When will my order be processed?
We will process your order in our database on the day we receive the payment.
How is my order shipped?
All orders are sent via a courier. Customer should check the shipment upon delivery. In case of any loss or damage fill a damage report that should be signed by you and the courier, and let us know immediately.
Who will bear costs of return shipping, complaint or exchange?
Customer will bear all costs of exchange made by him. Neocouture.com will bear all costs of return shipping and will reimburse the cost of goods. In case of any complaint, Neocouture.com will reimburse the costs of return shipping immediately after acceptance of the complaint.
What is your delivery time?
Delivery time depends solely and exclusively on a date a due payment is made to our account. Orders ship within 24 hours after preparation. Customer receives information about shipment and delivery date to the e-mail address specified in the Order. Delivery time depends on the place of delivery, usually it will not exceed 7 working days after payment has been credited to our account.
Do I receive VAT invoice for my order?
We will issue VAT invoice based on data you have specified in your account and will attach it to your shipment, if you request it instead of a receipt. It refers both to natural and legal persons. Please note that billing address and shipping address may differ.
How secure is shopping in the online shop? Is my data protected? Is payment secure?
Safety is our priority. Your data will be handled confidentially. We provide top quality solutions and system protections. A team of our experts is constantly monitoring safety of our systems to ensure security of all data and operations.
What documents should be included in the shipment package?
All shipment packages include a receipt or VAT invoice upon request of a Customer. All products are secured with a seal and a return label. Products without a return label cannot be returned.
How is money refunded? In what time?
The money will be refunded within 14 days after completion of return/complaint procedure, to the customer’s bank account specified in the return/complaint. If your return is successful, Neocouture.com will send you a confirmation of your return status to your e-mail address. In case of complaints, we will contact you personally.