FAQ

How to Shop?

How do I buy shoes online?

If you have any difficulty shopping the site please contact our customer care team on customers@neous.co.uk.

Payment

What payment methods does NEOUS accept?

Payment for all goods can be made by credit or debit card. We accept payment with:

Visa

Mastercard

American Express

In which currency will my purchase be made?

All charges will occur in GBP.

Is it safe to use my credit card details?

Your personal online security is very important to us. We are PC1 DDS compliant to the highest standard and constantly undergo risk assessment. Meaning your information is secure. 

Account

Do I need to set up an account in order to shop?

You don’t have to set up an account to shop with us, although we recommend you do to make future shopping with us more personalised and efficient.

What are the benefits of having an account?

If you sign up to NEOUS you will benefit from:

Newsletters - receive updates, special promotional offers, notifications of new arrivals and plenty of inspiration.

Wishlist - store all of your desires in one easily accessible place.

Quick checkout - save your credit card information and your shipping and billing addresses to make your next purchase quicker. Track your orders live as they make their way to your home.

How do I create an account?

Go to the Login section, fill in your details and activate your account.

I have forgotten my password.

If you forget your password, visit the My Account section of the website, click on ‘Forgot your password?’ and follow the Password Reset instructions.

Is my information kept private?

Your privacy is important to us. Any information you share with NEOUS is 100% private and confidential.

Shipping and Delivery

Can I track my order online?

As soon as your order leaves our warehouse you will receive a shipping notification by email, with a tracking number to follow your order.

Is my parcel insured?

From the moment your shoes leave our warehouse until the moment they are signed for and received into your home, they are insured against theft and damage. After that point, it’s up to you.

How are the taxes and duties paid?

Taxes and Duties will be applied to your order at checkout.

What shipping options are available?

Please check here for shipping options available to your region.

Do I need to sign for my order?

We require a signature for every parcel delivered. This is to ensure your shoes arrive safely to the right home.

How much do I pay for shipping?

We offer free shipping for every order placed with Neous.co.uk.

Can I edit my shipping address?

Once your shipping is confirmed we are unable to redirect the parcel to another address. Please contact Customer Service in the case that you will not be able to receive it at the original address.

Returns and Refunds

How do I return an item?

Please visit our Returns Policy page

How do I exchange an item?

If you would like to exchange an item, you will need to return the original item and then place a new order. After we receive the original item, we will issue a full refund.

Can I return my online purchase at a NEOUS retailer?

No, any shoes purchased online from Neous.co.uk must be returned via the website.

When will I receive my refund?

When we have received and processed your return, we will notify you by email. Normally you should allow for 3-5 working days from that point before you see the funds arrive in your account.