Customer Care

FAQs

What payment methods does Neosneakers accept?

Currently, we accept Secured Credit Card Payments via Stripe PayPal. If you would like to arrange payment via another method, we are happy to try and assist your request!

Please contact us directly at enquiries@neosneakers.com to arrange this.

What size should I order?

All sizes are registered in Euro size.

Does Neosneakers deliver worldwide?

Absolutely. We ship all over the world!

How can we contact you?

You can email us at enquiries@neosneakers.com and we will get back to you within 24 hours.

Is it safe to buy on neosneakers.com?

Absolutely! Neosneakers is based in London, managed and run by French. Neosneakers uses GeoTrust Secure Socket Layering (SSL), an encryption technology that ensures safe Internet transmission of your personal information. We do not store any credit card details nor do we share your personal information with any third party.

However, if you are still concerned with placing your order, please contact enquiries@neosneakers.com and we will contact you regarding an alternative method to place your order!

Returns & Exchanges

What is our return policy?

Items can be returned within 7 days of receipt of delivery. Once the item is received at our fulfilment centre, it takes 2 business days for the refund to be processed and 3-5 business days for the refund amount to show up in your account. Returning the item is at your own expense. If you return a defective, damaged or incorrect item, the item will not be refunded.

Shipping

How much is shipping?

We offer DHL Express Shipping at a flat rate of £ 12.99 per order delivered in the United Kingdom and £ 19.99 for international order.

When will I receive my order?

Orders are dispatched from our warehouse based in London and are usually delivered within 7-15 working days in UK and 15-20 days for international delivery.

There can be the occasional customs or courier delay which may affect your delivery timeframe from time to time. If that’s the case, we will keep you informed via email or you can contact us at enquiries@neosneakers.com.

Will I get a tracking number?

An email will be sent to your provided email once your order has been dispatched.

If you do not receive one, please email us at enquiries@neosneakers.com and provide us with your order number.

All orders require a signature on delivery, make sure your supplied address is attended during business hours.

We cannot send to PO BOXES, please ensure a street address is supplied.

Which courrier do you use?

DHL Express.

Will I have to pay any additional duties & taxes?

You will be liable for all import duties, customs and taxes. These will be due at the point of, or after delivery.

Please be aware that Neosneakers does not have any control for any duties, customs and taxes levied by the country your order is being shipped to. We cannot advise you what the cost will be as these charges can vary according to the country.  

Since these fees are not computed nor applied to orders by Neosneakers, please contact your local customs office to receive more information if you are unsure of the charges.