Shipping Policy

1. Shipping Coverage

This Shipping Policy applies to orders placed through neattray.com. We provide worldwide shipping services to many countries and regions. Shipping availability may vary depending on the destination address, local logistics conditions, customs requirements, carrier service coverage, and applicable laws or restrictions. If a destination is temporarily unavailable, the checkout page may prevent order completion or our support team may contact you after order review.

2. Order Processing Time

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

3. Shipping Fees and Free Shipping

Shipping fees are calculated based on the delivery region. 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 displayed at checkout before payment is completed.

4. Estimated Delivery Time

Estimated delivery times may vary depending on the destination, carrier route, customs processing, and local delivery conditions. 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. These timeframes are estimates only and are not guaranteed delivery dates.

5. Logistics Carriers

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

6. Tracking Information

Once 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 does not update immediately, please allow additional time for the carrier system to refresh. If tracking remains unavailable after 72 hours, you may contact us through team@neattray.com with your order number.

7. Delivery, Signature, and Address Accuracy

Some orders may require a signature upon delivery depending on the carrier, destination, order value, or local delivery rules. Please make sure your shipping address, phone number, postal code, and recipient details are complete and accurate before placing an order. We are not responsible for delays, failed delivery, return shipping fees, or lost packages caused by incorrect or incomplete information provided by the customer. If a package is returned due to an incorrect address, failed delivery attempt, refusal, or unclaimed status, additional shipping fees may apply before the order can be resent.

8. Package Damage, Missing Items, or Delivery Problems

Please inspect your package carefully upon receipt. If your order arrives damaged, incomplete, defective, or visibly opened, please contact us within 48 hours after delivery through team@neattray.com. To help us review the issue, please include your order number, clear photos of the product, photos of the outer packaging, photos of the shipping label, and a brief description of the problem. Reports submitted after 48 hours may be more difficult to verify with the carrier, and available solutions may be limited.

9. Customs Duties, Taxes, and Import Fees

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 responsibility of the customer. These fees are not collected by us at checkout unless clearly stated, and we cannot control or predict the amount charged by customs authorities or local agencies.

10. Contact Information

If you have any questions about shipping, tracking, delivery status, damaged packages, customs matters, or address changes, please contact our support team through team@neattray.com. You may also reach us by phone at +49 341 591732011 or by mail at Zschortauer Straße 68, 04129 Leipzig. Please include your order number whenever possible so that we can review your request more efficiently.