Frequently Asked Questions


Where is your company located?
Our main office is in New York City.

Do you have any retail locations?
They are in the process of preparation.

Orders & Payment
How do I make changes after my order has been placed?
If you notice a mistake with your order after receiving an order confirmation email, please email us to support@neuneux.com or leave us a clear and detailed message by facebook with your name, phone number, and order number if available.

How to know if my order has completed?
You will receive a confirmed letter including your order information by system automatically once you pay for your order completely.

Why don’t I receive the confirmed email after placing an order successfully?
In normal conditions, your email address maybe wrong or blocked by spam filters. You’d better check your junk mailbox or change your spam filters. Another way is leaving your usual mail address in order that you can receive all of our emails.

Will I have to pay customs duties, taxes or other fees?
You will not be charged any consumption tax by Neuneux. However, you may need to pay the customs duties by yourself if there is any.

How do I change the currency?
In our menu, you will see a currency widget where you can change the currency to one of the following: USD, AUD, GBP, CAD, EUR, MXN, NZD, PHP, SGD.

Which payment methods do you accept?
Paypal, all major credit cardand Googlepay are accepted.

How do you secure my payment information?
We take security very seriously and do not process any of your payment information ourselves. All payment methods Neuneux offers are widely used around the world. They are all used by so many people, then they are safe and secure without doubt. Once you enter your personal and credit card information, your online purchase will be processed through a secure computer server. The personal information you enter is encrypted to keep it protected while in transaction.

Is my personal information kept private?
We are totally committed to protecting your privacy. We will not disclose information about our customers or visitors to third parties except where it is part of providing a service to you, e.g. arranging for a product to be sent to you, carrying out credit and other security checks and for the purposes of customer research and profiling or where we have your express permission to do so. For more information, please read our privacy policy in full.

Shipping, Delivery & Returns
Do you ship worldwide?
For your convenience, we are happy to ship our products to every place in the world. We are glad to offer Free Standard Shipping for Any Order Over $69. For more information, please check Shipping & Delivery.

How long until I receive my jewelry?
Delivery Time= Processing Time + Shipping Time
Processing time differs from product to product. Popular styles order is confirmed before 11PM PST, we'll SHIP THE SAME DAY, most styles can be shipped out within 24 HOURS, while engraved or personalized orders may take 1-3 working days. Shipping time depends on the shipping method you selected. For more information, please check Shipping & Delivery.

What should I do if I can’t receive my parcel?
You can email our customer service directly and show your tracking number, and then we will check it for you. Supposing that we are sure the parcel was lost indeed, we will arrange a new delivery or refund. However, if the items were lost because you offered us incorrect address information, you should be responsible for the loss.

What if I don't like my jewelry after receive it?
Don't worry about it. We promise an easy 14-day return policy. If you don't like the jewelry after you receive the package, just return it unused and in its original packaging. Upon acceptance of your return, the refund will be issued to your original account. Any promotional gifts must also be returned with your returned item.

What is your return policy?
We offer an easy, hassle-free 14-day return policy. If you are not completely satisfied with your purchase, you may return it for a refund within 14 days of the delivery date. If you would like to know more, please view our 14-day return policy.