FAQs

1. What currency does your website use?

All transactions on neattray.com are processed in Euros (EUR). Product prices, shipping fees, taxes, and order totals will be displayed in EUR before you complete payment. If your card or payment account uses another currency, your bank, card issuer, Stripe, PayPal, or other payment provider may apply currency conversion rates or additional fees.

2. What payment methods do you accept?

We accept the payment methods displayed at checkout, including major card and digital wallet payment options such as Visa, Mastercard, American Express, Discover, JCB, PayPal, Apple Pay, and Google Pay, where available. Payment method availability may vary depending on your device, browser, location, bank, or payment provider. For full details, please review our Payment Policy.

3. Do you store my payment information?

No. We never store customers’ full payment information on our website servers. We do not store full card numbers, CVV codes, bank account details, PayPal login details, Apple Pay credentials, Google Pay credentials, or complete payment authentication data. Payments are securely processed by third-party payment service providers, including Stripe and PayPal.

4. Why did my payment fail?

A payment may fail because of insufficient funds, incorrect billing details, expired card information, bank restrictions, failed authentication, suspected fraud, network errors, or payment provider review. If your payment fails, the order will not be confirmed until payment is successfully completed. You may try another accepted payment method or contact your bank or payment provider for more information.

5. Do you provide worldwide shipping?

Yes. We provide worldwide shipping services to many countries and regions. Shipping availability may depend on destination address, carrier service coverage, customs requirements, local laws, and logistics restrictions. If a destination is temporarily unavailable, the checkout page may prevent order completion or our support team may contact you after order review. For full details, please review our Shipping Policy.

6. How long does order processing take?

Orders are normally processed within 1–4 business days after successful payment confirmation. Business days exclude weekends and public holidays. Processing time is separate from delivery time. During peak seasons, holidays, customs inspections, weather disruptions, or other circumstances beyond our control, processing may take slightly longer.

7. What are your shipping fees?

For Europe, the standard shipping fee is €6.99, and free shipping is available for orders of €139 or more. For all other worldwide regions outside Europe, the standard shipping fee is €17.99. The final shipping fee and any available free shipping qualification will be shown at checkout before payment is completed.

8. How long does delivery take?

Orders shipped within Europe generally arrive within 5–12 business days after dispatch. Orders shipped to other worldwide regions outside Europe generally arrive within 8–20 business days after dispatch. Delivery times are estimates only and may be affected by carrier routes, customs processing, local delivery conditions, weather, holidays, or other events beyond our control.

9. When will my tracking information update?

After your order has been dispatched, tracking information will be sent to the email address used at checkout when available. Tracking updates may take 48–72 hours to appear after the package has been handed to the carrier. If tracking still has not updated after 72 hours, please contact us through team@neattray.com with your order number.

10. Which logistics carriers do you use?

We work with third-party logistics carriers and local delivery partners. Depending on the destination and package details, your order may be handled by carriers such as DHL, DPD, GLS, UPS, FedEx, local postal services, or other regional logistics providers. The final carrier may vary based on destination, package size, and service availability.

11. Will I need to pay customs duties or import taxes?

Orders delivered within Germany are not subject to additional customs duties for customers. For destinations outside Germany, customs duties, import taxes, VAT, brokerage fees, clearance fees, or other local charges may be applied by the destination country or region. If such charges occur, they are the customer’s responsibility unless otherwise required by law or clearly stated at checkout.

12. What should I do if my package arrives damaged?

Please inspect your package carefully upon delivery. If your package or item arrives damaged, defective, incomplete, incorrect, or visibly opened, please contact us through team@neattray.com within 48 hours after delivery. Please include your order number, clear photos of the item, photos of the outer packaging, photos of the shipping label, and a brief description of the issue.

13. Can I return an item?

Yes. You may request a return within 30 days after receiving your order. The return window is calculated from the confirmed delivery date shown by the carrier tracking information. Return requests submitted after 30 days may not be accepted unless required by applicable law. For full details, please review our Refund and Returns Policy.

14. What condition must returned items be in?

Returned items must be unused, clean, undamaged, free from stains, odors, scratches, chips, cracks, or signs of use, and returned with all original packaging, labels, tags, accessories, protective materials, and included parts where applicable. Because we sell cups, drinkware, and daily-use tableware products, returned items must remain in hygienic, complete, and resalable condition.

15. Who pays for return shipping?

If the return is requested due to personal reasons, such as changing your mind, ordering the wrong item, choosing the wrong style, color, or quantity, or providing an incorrect address, the customer is responsible for return shipping costs. If the return is caused by our error, such as a verified defective item, wrong item, or damage before delivery, we may provide a prepaid return label, reimburse reasonable return shipping costs, or offer another appropriate solution after review.

16. How long does it take to receive a refund?

After we receive and inspect the returned item, we will notify you whether the refund is approved. Approved refunds will be returned to the original payment method used at checkout. Refunds are normally issued within 7 business days after return inspection and approval. The exact posting time may depend on Stripe, PayPal, your bank, card issuer, or payment provider.

17. How do you protect my personal information?

This website is a self-hosted store built on WordPress and powered by WooCommerce. We use reasonable technical and organizational measures to protect personal information, including SSL/TLS encryption, secure checkout pages, access controls, strong administrative passwords, limited staff access, firewall protection, malware monitoring, data minimization, regular platform updates, and secure payment processing through Stripe and PayPal. For full details, please review our Privacy Policy.

18. How are disputes handled?

If you have a concern about an order, payment, delivery, return, refund, or privacy matter, please contact us through team@neattray.com first so we can review and try to resolve the issue. If a payment dispute or chargeback is opened through Stripe, PayPal, a bank, or card issuer, we may submit relevant order records, payment status, tracking information, delivery confirmation, return authorization, refund records, and customer communication as evidence. Legal disputes are governed by the laws and jurisdiction described in our Terms of Service.