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HIPLI (service available in France only)
Common sense made us choose the Hipli solution (available in France only) to reduce our waste. Thanks to Hipli, choose to avoid waste: send back or reuse your Hipli parcel for free.
Hipli is a package designed to be reused 100 times, and the logistics are optimised to ensure that it is. Anyone who has it in their hands can return it directly to Hipli or use it for personal mailings. For thisscan the QR Code which is onto your package.
Only for French expedition:
1. Send the package back to Hipli:
→ Fold it up following the instructions on the back of the package.
→ Drop it in any yellow French post office (La Poste) mailbox.
Thanks to the postage printed on each parcel, it returns to the Hipli workshops in Le Havre to be cleaned, repaired if necessary and put back into circulation with the e-retailers.
2. Reuse it for personal mailings, the important thing is that it can live its 100 lives.
Result: fewer packages to throw in your trash, a simple and effective way to reduce the impact of waste related to e-commerce.
DELIVERY
Orders are packaged and shipped within 1 or 2 business days. The average delivery times are indicated below. The working days are from Monday to Friday (excluding holidays).
The products ordered by the customer will be delivered to the address indicated by the customer when ordering on the website:
– in France (France metropolitaine) within 48 hours from order.
– in the French overseas territories/departments and in Europe, within 4 to 10 days from order – other countries, within 10 days from order.
Except in particular cases or unavailability of one or more products, the products ordered will be delivered in one go.
NEO undertakes to make its best efforts to deliver the products ordered by the customer within the time limits specified above. However, these deadlines are given as an indication.
Several delivery solutions are offered to you at the time of the order. Including pick-up at our NEO workshop in Doussard, on the shores of Lake Annecy. Indeed, in order to reduce our impact, we encourage you, whenever possible, to come and pick up your NEO product directly at our premises.
Upon delivery, please inspect the product(s) for damage. If it turns out that products are damaged or do not correspond to your order, please notify us by email as soon as possible.
RETURNS
Within thirty (30) days of receiving the order, the customer may ask NEO to return the product(s).
The return will be at the expense and responsibility of the customer. The products must be returned in their original packaging, in their original condition, new, unworn, unwashed, accompanied by the return form, to the following address or to the workshop:
NEO SAS
ZA des Vernays
74 210 Doussard
France
To return :
1. Log in to your account and go to the “Returns” section.
2. Choose the product to be returned and select the reason.
3. Depending on the conditions specified above, we will accept or reject the return.
4. Once the return is accepted: you will have to return the product(s) by your own means and pay the return shipping costs.
5. The products must be in their original packaging. They must be packaged and the return number must be clearly identified on the return package or inside the package.
6. Your order will be reimbursed according to the payment method used at the time of purchase, upon receipt of the package, depending on the condition of the product(s).
REFUNDS AND RETURNS COSTS
Refunds following a return:
– NEO will refund the amount of the product(s) within fourteen (14) days from the date on which NEO was informed of the customer’s decision to withdraw.
– The customer is obliged to return the product to NEO without undue delay, within fourteen days of communicating his decision to withdraw via his customer account. A validation before returning the purchase will be given to the customer by NEO. All the formalities will be mentioned there.
– The customer will have to return the order by his own means and pay the return costs.
If the customer fails to comply with these conditions, in particular the conditions of return or exchange, NEO will not be able to refund the products concerned.
To receive another item to replace your returned item, you will need to place a new order online.
For any other questions, please send us an email to: neo@neoatelier.fr