Shipping policy
SHIPPING INFORMATION
Shipping timelines are subject to the unique nature and craftsmanship of the piece.
Some pieces are made to order and can take up to 3 weeks to complete, while other
items are in stock and ready to ship within 48 hours. International orders (outside of
South Africa) may take longer to arrive.
Orders are processed and fulfilled Monday to Friday between 9AM and 5PM South
African Time.
Shipping fees are dependent on your location.
CUSTOMS & IMPORT DUTIES
Duties & Taxes
Unexpected duties and taxes can take the joy out of receiving something special. To
ensure a more seamless experience, we have refined our checkout process to provide
greater clarity and transparency.
One clear total at checkout
Whenever possible, duties and taxes are calculated and included upfront (DDP). This
means the total you see at checkout reflects the full cost of your order—so there are nosurprises upon delivery.
For customers in the United States
Recent changes to U.S. import regulations have removed the long-standing de minimis
exemption, meaning all international packages may now be subject to duties and taxes,regardless of their value.
Our commitment remains simple: complete transparency at checkout, fewer customsdelays, and a smooth journey from our atelier to your door.
RETURNS POLICY
Not Happy With Your Order? No Problem.
Unfortunately, at this time NEO by NVR does not allow refunds, but we are more than
happy to accept an exchange for something more suitable, provided it meets the
below requirements:
1. Return is initiated and mailed back by the customer within 7 days of delivery date.
2. The returned items comply with our returns policy:
- Items must be returned unworn, undamaged and unused, with all tags
attached and the original packaging included. - Items with stains, or damages will not be accepted.
- If you receive a damaged or defective item, please contact our customer
service team within 7 days of delivery for assistance. Ensure pictures are
taken of the damaged product. - Please take care when trying on your purchases and return them in the
same condition you received them.
FINAL SALE ITEMS
Please note that all Sale items are FINAL SALE and cannot be returned or exchanged.
Exceptions include damaged items or order discrepancies where an incorrect size,
colour or style is shipped. If you would like to return a defective product, you must
notify us no later than 7 days after delivery. No returns will be accepted if you fail to
notify us within the 7 day period or fail to ship the product back to us within 14 days
after the product was shipped.
INITIATING A RETURN
We gladly accept returns that meet our policy. Please email us
at ADMIN@NEOBYNVR.COM with your order number in the subject line to
submit your return request, and receive your pre-paid shipping label from our
Customer Care team. You are responsible for repackaging and shipping the item on
time. NEO by NVR is not responsible for any packages that