About NEO
Service
Backpack products
Products Fly
FAQ
FAQ Orders
I made a mistake on my delivery and/or billing address, how can I change it?
Delivery address: for security reasons, we cannot change your delivery address. Once your order has left our warehouse, you will receive an e-mail with your tracking information. You will then be able to contact the carrier concerned and give them further information about the delivery of your package.
Billing address: we cannot change your billing address. Due to fast processing times, we cannot change any information in your order once it has been sent for packing to our warehouse.
Will unavailable items in my order be charged?
Despite our efforts, it is always possible that our stock is wrong (e.g. waiting for a product return). You will not be charged for the missing item.
For payments by bank transfer with full payment of the order, the missing item will be refunded. The refunded amount should appear in your account within 3 to 10 working days.
For orders where payment by credit card has been authorised, we do not withdraw the funds until the order has been shipped. If an item is missing, we will only deduct the amount of the item(s) sent.
Can I cancel/change my order after receiving the confirmation email?
We cannot cancel/change your order once it has been placed on our website.
For more information, you can contact our customer service who will answer you as soon as possible.
FAQ Returns
How to return an item?
If you are not satisfied with an item or have changed your mind, please follow the mandatory steps on our Returns page.
How to exchange an item?
To exchange an item, you must first return it for a refund and place a new order.
Unfortunately, we are unable to offer you direct exchanges.
Do items need to be returned in their original packaging?
New items for exchange or return must be returned in their complete original packaging, clean and unworn. We advise you to reuse the package in which your order was sent.
Who pays for the costs of return?
The return will be at your expense and under your responsibility. Please return your items to the following address or drop them off at the workshop:
NEO SAS
ZA des Vernays
74210 Doussard
France
FAQ Refunds
When will I receive my refund?
Upon receipt of your return, we will refund the product(s) within 14 working days.
This period may vary during holiday periods or holidays.
Will I get my shipping costs back if I return a product?
Delivery costs for returns are not refunded unless the return is due to a preparation error by our team.
FAQ Lifetime warranty
What is covered by the NEO warranty?
The NEO warranty is a lifetime warranty.
Which products are covered by the NEO lifetime warranty?
Our lifetime warranty applies to backpack products and accessories only.
It doesn’t cover clothes and caps which are subject to the legal warranty of conformity.
To avoid unnecessary processing and shipping costs, please fill in the return form and wait for our feedback on the reparability or exchange of your item.
FAQ Lifetime Repair
How much does the repair cost?
Our repair service is free of charge up to the value of the damaged product.
The shipping costs to our workshop will be at your expense.
What are the conditions for lifetime repair?
NEO reserves the right to assess the state of wear of the product before committing to a repair.
If the repair cost is higher than the value of the product, we will offer to send the product back to you without repairing it or to pay the additional costs. to get it repaired.
How long will the repair take?
Upon receipt of your product, we will make every effort to return your items within 15 working days.
Delays may be longer during holiday periods and depending on the repairs to be made. The times indicated do not include the transport time to our workshop. In case of longer delays, you will be informed by email.
If the repair cost is higher than the value of the product, we will offer to send the product back to you without repairing it or to pay the additional costs. to get it repaired.
Who pays for the costs of return?
The return will be at your expense and under your responsibility. Please return your items to the following address or drop them off at the workshop:
NEO SAS
ZA des Vernays
74210 Doussard
France