FAQ’s

frequently asked questions

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Orders

Can I order by phone, fax or email?

All NeoYou website (Shop Online) orders are processed via our website only.

How do I use a promotional or coupon code?

You must enter the coupon code in the ‘coupon code’ box at the cart stage of your checkout and click ‘go’. The application of the promotion will then be visible in your cart. Please note that the promotion code is case sensitive so you must type it exactly as you see the coupon code.

Where is my order?

You will receive an order confirmation as soon as your order has been placed. You will receive a separate email with tracking information as soon as your order is dispatched from our warehouse which may take up to 3 business days. If it has been more than 3 business days and you have not received tracking information, please contact our Customer Service Team by emailing hello@neoyou.com.au.

How can I track the status of my order?

Australian shipped orders are sent using Sendle and a tracking number will be provided to you via email. This can then be tracked directly with Sendle. 

Please email us at hello@neoyou.life, with your order number so we can email you your tracking portal and tracking number.

How do I cancel my order?

Once you have placed your order and received your order confirmation, your order cannot be canceled or amended. If you wish to exchange or return your order, please refer to the Returns and Exchange Policy.

Shipping

How much does shipping cost?

We use a number of different shipping couriers and freight forwarding service companies for domestic and international deliveries. The cost of shipping is determined by the weight of your purchase and shipping destination address.

At the time of Checkout when entering your shipping address, you will be provided with a list of shipping companies for you to choose your preferred courier, courier shipping delivery time and shipping price for their shipping service cost to deliver our parcel in the time indicated.

International Orders – are charged at different rates relating on the final country destination.

Further details on shipping can be found on our Shipping page by following this link Here.

Do you pay for my return shipping?

Please be advised that all postage and handling costs will be incurred by the purchaser. Shipping costs are all Third-Party costs. If you decide to return your purchase for an agreed reason, we will credit the cost of purchase less the shipping associated costs. For faulty or damaged products please include a copy of your order and postage receipt. If the product is deemed faulty after review, we will credit the cost of purchase back to you.

Please Note ~ NeoYou does not take any responsibility for returns lost in transit.

To view our full returns and exchange policy, please click Here.

How will my order be shipped?

We use a number of different shipping couriers and freight forwarding service companies for domestic and international deliveries. The cost of shipping is determined by the weight of your purchase and shipping destination address.

At the time of Checkout when entering your shipping address, you will be provided with a list of shipping companies for you to choose your preferred courier, courier shipping delivery time and shipping price for their shipping service cost to deliver our parcel in the time indicated.

International Orders – are charged at different rates relating on the final country destination.

Why am I being charged by custom duties when I already paid for shipping?

NeoYou’s shipping charges are for transport costs only and does not cover import duties or liabilities that may be applied by the government of the destination country. NeoYou does not accept any responsibility for customs delays, duties, fees or taxes that may apply in the destination country. Under no circumstance will NeoYou accept any orders back due to a rejection of customs charges. Orders cannot be returned to sender, NeoYou or its other trading entities.

Do you ship Internationally?

NeoYou ships to most destinations around the world via Sendle, DHL, and other freight forwarders. When entering your address details in the shopping cart please ensure you select the correct country from the drop-down menu. Please note that DHL exclusion countries are Ascension, Bovet Island, British Indian Ocean Territory, China, French Southern Territories, Heard & McDonald Islands, Johnston Island, Midway Island, Pitcairn, Russia, Tokelau, Tristan Da Cunha, Turkmenistan, Wake Island and Western Sahara. These countries orders will be sent by airmail. No tracking service is available to these destinations. Please allow up to 30 days for delivery of your order, NeoYou does not accept any responsibility for customs delays, duties or taxes that may apply in the destination country. The Standard Shipping Rate to all international destinations is determined at the time of checkout per weight and order. Please note this is transport costs only and does not cover any import liabilities that may be applied by the Government of the destination country.

At its absolute discretion, NeoYou may elect to offer you a refund if you choose not pay any duties and taxes at the time of import. If we do, however, NeoYou will deduct any customs fees that apply to the purchase paid by NeoYou from the refund amount.

Payments

What forms of payment do you accept?

NeoYou Pty Ltd is proud to accept Master Card, Visa Card, American Express payments through PayPal, plus NeoYou accept Afterpay transaction payments. We do not offer Direct Deposit, Cheques, Diners or cash on delivery as payment methods. We also accept NeoYou gift vouchers.

Is it safe to use my credit card on www.neoyou.com.au?

Yes, shopping at neoyou.com.au is safe and secure. Transactions are processed though the secure PayPal payment facility. To protect cardholder transactions, comply with the Payment Card Industry Data Security Standard (PCI DSS). The PCI DSS is the global data security standard that any business of any size must adhere to in order to accept payment cards. It presents common-sense steps that mirror best security practices.

What if my credit card shows multiple charges?

The payment page will only process the payment once. However, if you see multiple charges on your card then you have either:

  1. click ‘submit’ more than once at the checkout stage due to poor internet connection
  2. moved back to update and or change your order or details. If you notice multiple charged please contact us at NeoYou via email: hello@neoyou.com.au

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What does it mean when I get Merchant ID Invalid Error Message?

When a customer chooses PayPal, we pass to PayPal the shipping address. We do not allow the customer to change the address to an alternate one from their PayPal account. Not all customers receive this message when attempting to complete the transaction PayPal.

How do I use an Online Gift Voucher?

You must enter the gift voucher number and PIN at the payment stage of checkout.

Can I make a change to an existing order?

No, once your order has been placed and you have received your order confirmation you cannot cancel or amend your order. If you wish to exchange or return your order please refer to the Returns and Exchange policy.

Can I redeem the Perk or Promotion for cash?

These Perks, Promotions or Coupons are not redeemable for cash. If you receive an offer of a Perk, Promotion or Coupon, you may give your offer code to a family member or friend however you may not Sell or Exchange these for any money.

Can I use a Coupon with any other Perk or Discount offer?

The coupon cannot be combined with any other promotion, perk, coupon or discount offer at the time of checkout.

I missed the coupon deadline. Can I get an extension?

Once the offer has expiered, we cannot provide an extension or a new sign-up link.

I received a coupon code, but I’m having trouble entering the code, what to do?

Please email us at hello@neoyou.life advise in your email the code details so our customer service team can assist.

I receive your emails but when I try to shop online it says I need to register an account?

If you haven’t shopped with us on www.neoyou.life before as a registered user, you will be required to register a new account.

What do I need to know about Promotions and coupons?

Promotional Codes are valid for the specified time period only and cannot be used in conjunction with any other offer. One-time use promotions, e.g. gift vouchers, must be used in their entirety in a single purchase. Promotions cannot be applied to previously placed orders or to orders that have been adjusted. Promotions, where you receive a reduction on the second item, will be applied at the checkout on the lower priced item. Free Promotional merchandise offers upon meeting minimum spend requirements are only available until stocks last. An alternative will not be provided where the stock is no longer available. NeoYou Pty Ltd at its sole discretion, extend or terminate a promotion at any time. All Terms and Conditions of current promotions can be found by clicking Here.

Can I use my gift card online?

We offer a NeoYou Gift Card that can be used online. The Gift Card can be of any value between $20 and $500 AUD. Gift Cards can be purchased online at www.neoyou.life.

I purchased an electronic gift card but I haven’t received it?

If you have selected a digital gift card, it will be sent to the email address you specify within 60 minutes of placing your order, and will not be delivered physically to the specified “shipping address”. If you haven’t received your gift card within 60 minutes, please check your junk/spam email folder.

Returns & Exchange

What are your returns and exchange policy?

Please be advised that all postage and handling costs will be incurred by the purchaser. For faulty or damaged products please include a copy of your order and postage receipt. If the product is deemed faulty after review, we will credit the cost of postage back to you. NeoYou does not take any responsibility for returns lost in transit.

To view our full returns and exchange policy, please click HERE.

What if I believe my item is faulty?

If you believe your item is faulty, please contact our Customer Service Team via emailing hello@neoyou.com.au.

Return of Gift with Purchase or Promotional Items

Should you qualify for a Gift with Purchase upon meeting minimum spend requirements, and you change your mind and your order is returned for a refund or gift voucher, the Gift with Purchase item must also be returned unused, in original packaging and in new condition, with all tags intact; otherwise the full retail price will be deducted from the refunded amount.

There is no exchange of Gift with Purchase items and/or Promotional Products unless the item(s) are faulty. Gift with Purchase items is subject to availability. Subject to any rights you may have at law, they cannot be exchanged, refunded or substituted for a change of mind. Gift with purchases cannot be redeemed for cash and are only available at the time of purchase.

What is your Christmas exchange policy?

NeoYou offers an extended exchange period each year. Please visit back here closer to the Christmas period.

TERMS AND CONDITIONS

Terms and Conditions details can be found on this link HERE

These Terms and Conditions are intended to protect You and NeoYou Pty Ltd; and are applicable to You as the Customer.

If you do not understand the below Terms & Conditions, or if you have any questions, email hello@neoyou.com.au

Product Authenticity

Where can I buy authentic NeoYou products?

All NeoYou products are sold exclusively online through our official NeoYou websites www.NeoYou.com.au, www.NeoYou.life, www.NeoYou.glass, www.NeoYou.store, www.Foodprep.glass, www.Lunchware.com.au, www.Lunchware.glass, www.MealPrepware.com, www.MealPrep.glass, plus our exclusive distribution network is the only way to ensure your NeoYou products are authentic.

How would I know if the NeoYou product is authentic?

If the NeoYou product is purchase through one of our above mentioned online stores it is guaranteed to be an authentic NeoYou product.

How can I report a counterfeit NeoYou Product?

Any information you can provide as to sales of counterfeits can be emailed through to our Intellectual Property Department by following the link Here.