Delivery

When will I get my order?

Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

• Europe: 6–8 business days
• USA: 3–4 business days
• Australia: 2–14 business days
• Japan: 4–8 business days
• International: 10–20 business days

Where will my order ship from?

Under normal circumstances, unless otherwise noted, your order will always ship from within the same continent or closest part of the world where our order fulfillment company has facilities. For European customers your items will ship from within Europe, for US customers your items will ship from within the US, and so on.

We cannot absolutely guarantee that this is always the case, but we will always do our best to emphasize a note on the product pages where this might not apply.

Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

My order should be here by now, but I still don't have it. What should I do?

Before getting in touch with us, please help us out by doing the following:

• Check your shipping confirmation email for any mistakes in the delivery address
• Ask your local post office if they have your package
• Stop by your neighbors in case the courier left the package with them

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at store@neonya.party with your order number.

If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

Orders

How do I track my order?

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at store@neonya.party.

I received a wrong/damaged product, what should I do?

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at store@neonya.party within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order.

We’ll get back to you with a resolution as soon as possible!

Returns

What’s your return policy?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To initiate a return process, contact us at store@neonya.party. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Below is a list of answers to some of the most frequently asked questions regarding our store policies. Ultimately, however, we will always follow Finnish law and standards for e-commerce set by the European Union.

You can always contact us with any questions at store@neonya.party.

Do you offer refunds?

Please see our refund policy page for detailed instructions.

Can I exchange an item for a different size/color?

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.