PORCUPINE pillow

Shipping Policy

Neo Design Store ships orders from Italy.

Shipping costs

Shipping costs vary depending on the destination country and are displayed at checkout before the order is completed.

Shipping is free for orders delivered within Italy.

For orders shipped to European Union countries outside Italy, shipping costs are calculated in price bands based on the order value and the applicable delivery profiles. Shipping is free for orders of €500 or more.

For orders shipped to the United States and Canada, shipping costs are calculated in price bands based on the order value and shown at checkout before purchase.

LATVA and TIUKU products can be shipped only to countries in the European Union.

For any other available destinations, the applicable costs will be shown at checkout.

Order preparation and delivery

Orders are prepared and handed over to the carrier as quickly as possible.

Delivery times may vary depending on the destination, the carrier used, customs procedures and any circumstances beyond our reasonable control.

Any delivery times shown on the website or during checkout are estimates, unless otherwise stated.

International shipping and customs charges

Shipments to countries outside the European Union may be subject to customs duties, import taxes or other charges imposed by the authorities in the destination country.

Unless otherwise stated at checkout, these costs are not included in the order price or shipping charges and are payable by the recipient.

Neo Design Store has no control over the amount of any duties or taxes imposed by local authorities.

Shipping address

The customer is responsible for checking that the delivery address entered during the purchase is correct and complete.

If there is an error in the address, contact us as soon as possible at info@neodesignstore.com. If the order has already been handed over to the carrier, it may not be possible to change the delivery address.

Damaged orders or delivery issues

If the package or product arrives damaged, or if you receive an item different from the one ordered, contact us promptly at info@neodesignstore.com. Please include your order number and, if possible, photographs of the package and product.

For information on returns and refunds, please see our Returns and Refunds Policy.

Contact details

For any questions about shipping your order, contact:

Neo Design Store
Eola Srl
Via degli Olmetti 3B
00060 Formello (RM), Italy
Email: info@neodesignstore.com
Telephone: +39 06 90400311

Returns

You have 14 days from the date your order is delivered to notify us of your decision to return it.

To be eligible for a return, the item must be returned in the same condition in which it was received and must not have been used beyond what is necessary to establish its nature, characteristics and functioning. Any tags and accessories must also be returned and, where reasonably possible, the item should be returned in its original packaging. We may ask for a receipt or other proof of purchase.

To request a return, contact us at info@neodesignstore.com or use the return procedure available through our online store.

Returned products should be sent to the following address:

Neo Design Store
Via degli Olmetti, 3B
00060 Formello (RM)
Italy

We recommend contacting us before shipping your return so that we can provide the appropriate return instructions.

Return shipping costs

Except where a product is defective, damaged or incorrect, the direct cost of return shipping is borne by the customer.

If a product is defective, damaged or different from the product ordered, contact us immediately at info@neodesignstore.com. We will assess the issue and provide the necessary instructions without charging you the applicable return shipping costs.

Damage and issues

Please inspect your order upon receipt and contact us promptly if any item is defective, damaged or incorrect, so that we can assess the issue and find an appropriate solution.

Exceptions and non-returnable items

The right of withdrawal does not apply in the cases provided for by applicable law, including products made to the customer's specifications or clearly personalised products.

If you have any questions about whether a particular product can be returned, contact us before purchasing at info@neodesignstore.com.

Exchanges

If you would like to exchange an item, the easiest way is to request a return of the item received and then place a new order for the item you want.

Right of withdrawal for European Union customers

If an order is delivered to a consumer in the European Union, you have the right to withdraw from the contract within 14 days of delivery without providing any reason.

After notifying us of your decision to withdraw, you must return the products without undue delay and in any event within 14 days of your withdrawal notice.

Refunds

Once we have received and inspected your return, we will inform you of the outcome.

Where you exercise the right of withdrawal under EU law, we will refund the amounts due using the same payment method used for the purchase. The refund also includes any original standard delivery charge you paid. Additional costs resulting from your choice of a delivery method more expensive than standard delivery will not be refunded.

The refund will be issued within the time limits set by applicable law. We may withhold it until we have received the returned products or until you have provided proof that you have sent them back, whichever occurs first.

The time it takes for the refund to appear in your account may depend on your bank or payment provider.

For any questions about returns or refunds, contact us at info@neodesignstore.com.