ALL YOUR QUESTIONS

All the answers to your questions
at Néoné. Can't find yours? Email us
at maison.neone.contact@gmail.com—we respond within 24 hours.



ORDERING


How do I place an order on Néoné?

It's very simple. Add your favorite products to the
cart, click on "My Cart" at the top right,
enter your delivery details, choose your
payment method, and confirm. You will immediately
receive a confirmation email with a summary of your
order.


Can I modify my order after confirmation?

As long as your order has not been prepared (usually
within 24 hours of confirmation), we can still
modify it: add a product, change a variation,
or update the delivery address. Contact us quickly
at contact@neone.fr, specifying your order number.


Can I cancel my order?

Yes, if the order has not yet been prepared. Email
us at contact@neone.fr with your order number —
we will process the cancellation and full refund
within 7 days. If the order has already been shipped, wait
to receive it and then use our return procedure
(30 days, free of charge).


Is there a minimum order amount?

No. You can order a single product or several,
with no minimum. Delivery becomes free for orders over
€35 in mainland France.


Can I order as a gift?

Absolutely — many of our orders are baby
gifts. When confirming, add a note
in the "Delivery Instructions" field stating that
it's a gift (we will remove the invoice from the package),
the message to write on the card (handwritten, free),
and the recipient's address. Our packaging is
carefully done enough to be gifted as is.



DELIVERY


What are the delivery times?

Your order will be prepared within 24 to 48 business
hours. After dispatch, allow 5 to 10 business days
for mainland France, 7 to 12 business days for
Belgium and Luxembourg, and 10 to 15 business days for Switzerland.
You will receive a tracking email with your parcel number
upon dispatch.


How much does delivery cost?

In mainland France, standard delivery costs
€4.90 and becomes free for orders over €35. In Belgium
and Luxembourg, it costs €9.90 and becomes free for
orders over €50. In Switzerland, it costs €14.90, with
customs fees payable by the recipient.


Do you deliver outside Europe?

Not at the moment. We currently deliver to mainland France
(including Corsica), Belgium, Luxembourg, and
Switzerland. For any requests in another area, please email
us at contact@neone.fr — we review each request
individually.


Which carriers do you use?

Your parcels are entrusted to carriers selected
for their reliability: Colissimo (La Poste) for
home or relay point delivery, Mondial Relay
for relay point delivery, and Chronopost for
express delivery on certain orders. The carrier
is specified during shipment.


How can I track my order?

Upon dispatch, you will receive an email with your tracking
number and a direct link to real-time tracking.
You can also log into your customer account
or visit our Order Tracking page at any time.


What happens if I'm not home for delivery?

If you are absent, your package is usually dropped off at
a nearby relay point (you will receive a notification
from the carrier). You have 14 days to pick it up.
After this period, the package is returned to us. If you
know in advance that you will be absent, you can
choose delivery to a relay point directly when
placing your order.


My package is delayed, what should I do?

If your package is delayed by more than 3 days beyond the announced timeframe,
contact us at contact@neone.fr, specifying your
order and tracking number. We will immediately contact
the carrier. In accordance with article
L.216-2 of the French Consumer Code, in the event of a delay
exceeding 30 days, you may request the cancellation
and full refund of your order.


My package arrived damaged, what should I do?

If you receive a visibly damaged package, refuse
delivery if possible or make detailed reservations
on the carrier's delivery slip. Photograph the package
and the product, then contact us within 48 hours at
contact@neone.fr. We will arrange for an exchange or
a refund, at no cost to you.



RETURNS AND REFUNDS


What is the deadline for returning a product?

You have 30 days after receiving your
order to return it, without needing to provide a reason.
The legal period is 14 days — Néoné extends it to 30 days
for your convenience.


What are the return conditions?

To be accepted, the product must be unused, in
its original condition, in its complete original packaging,
and accompanied by the provided return slip. Certain
products cannot be returned once opened
for hygiene reasons: plush toys removed from their
packaging, baby bottles, pacifiers, feeding accessories,
products in direct contact with baby's skin, and
personalized items.


How do I initiate a return?

Very simple. Email us at contact@neone.fr with your
order number and the product concerned. We will respond
within 24 hours with instructions and the
return slip. You drop off the package at the indicated relay point
or post office. No stress, no
justification — we always find a solution.


Are returns free?

In mainland France, yes — Néoné covers
the costs. In Belgium and Luxembourg, the costs are
variable depending on the package and specified on a case-by-case basis.
In Switzerland, costs are borne by the customer.


When will I receive my refund?

Once the package is received and the product checked, we
will process the refund within 7 business days. You
will receive a confirmation email as soon as the
refund is initiated. The actual time it takes to receive the refund in your
account depends on your bank (usually 2 to 5 business days
after our confirmation).


Can I exchange a product?

Rather than organizing an exchange (which takes longer), we
prefer to issue a refund and then allow you
to place a new order on the website. This procedure
allows you to take advantage of any ongoing promotions
and better choose your new product.


What if the baby doesn't like the product?

No problem. Many baby products are
experimental — some love them immediately, others
take a few days, some reject them. That's normal,
it happens. If within 30 days the baby doesn't take to it,
return the product to us (if it can be returned —
see conditions above) and we will refund you without
discussion.



PRODUCTS AND QUALITY


Are your products safe for babies?

Yes. All our products comply with current European
standards (CE, EN71 for toys,
EN14372 for childcare articles, OEKO-TEX
for textiles). Materials in contact with baby
are certified free of BPA, phthalates, lead, and latex. For
each product, specific certifications are
detailed on the product page.


Where do your products come from?

Our products are sourced from international manufacturers,
mainly in Asia. We personally test
each model before adding it to our
catalog: materials, finishes, safety, durability,
aesthetics. Néoné is a curation brand — we
select the best items available,
and present them under our identity.


Do you offer a warranty on your products?

All Néoné products benefit from French legal
guarantees: legal guarantee of conformity (2 years from
delivery) and guarantee against hidden defects (2 years from
discovery of the defect). For
electronic products (cameras, breathable plush toys),
we apply a specific commercial warranty of 2
years against any manufacturing defect. In case of a defect,
contact us at contact@neone.fr with a photo and your
order number.


How do I care for my Néoné products?

Each product page precisely indicates the
care recommendations. In general, silicone can be
washed in the dishwasher or with soapy water, cotton
in the machine at 30°C (tumble dry possible), wood with
a damp sponge (never immerse), and electronics with
a slightly damp sponge (no direct water). If in
doubt, email us — we will provide precise answers
depending on the product.


A product is out of stock, what should I do?

If a product is out of stock, its product page displays
the status. You can sign up to be notified
by email when it's back in stock by clicking "Notify me"
at the bottom of the page. We generally restock
our products within 3 to 6 weeks.


Are there regular new products?

Yes. We add an average of 1 to 2 new products
each month, depending on our selections. To be notified
of new arrivals in preview, subscribe to our
Néoné newsletter — you will be the first to know.



CUSTOMER ACCOUNT AND PAYMENT


Do I need to create an account to order?

No, it's not mandatory. You can order as
a guest, simply by providing your contact email
and delivery address. However, creating an account
allows you to easily track your orders,
save your addresses, save time on future
orders, and access your purchase history.


What payment methods do you accept?

You can pay securely with a bank card
(Visa, Mastercard, American Express), PayPal, Apple Pay,
Google Pay, or pay in 3 interest-free installments via Alma
or Klarna (for purchases over €50, subject to eligibility).


How does the 3 interest-free installment payment work?

For purchases over €50, you can pay in 3
interest-free monthly installments via Alma or Klarna.
The option appears automatically at checkout.
You enter your bank card details — the first
installment is debited immediately, the next two
at 30 and 60 days. No paperwork, no fees, no
interest — it's offered subject to eligibility
(instant verification).


Is my banking data secure?

Yes, completely. We use an approved payment
provider that complies with the strictest security standards
(3D Secure, SSL encryption). No banking data
is stored on our servers. We never see
your card number — it is transmitted only
between you and the bank.


My payment was refused, what should I do?

Several reasons are possible: credit limit reached,
3D Secure authentication failed, or incorrectly entered card
details. Try paying again by checking the
information entered, or use another payment method
(PayPal, Apple Pay). If the problem persists,
contact us at contact@neone.fr.


How do I reset my password?

On the login page, click "Forgot password"
and enter your email. You will receive a reset
link within a few minutes. Remember to
check your spam folder if you don't find
the email.


How do I unsubscribe from the newsletter?

At the end of every email we send, an "Unsubscribe"
link is available. One click is all it takes — you will no
longer receive anything from us. Your personal data
is immediately deleted from our marketing lists,
in accordance with GDPR.



HAVEN'T FOUND YOUR ANSWER?

Our team is available Monday to Friday, from 9 am
to 7 pm. We respond within 24 hours.

📧 maison.neone.contact@gmail.com