Frequently Asked Questions
Shipping & Delivery
Returns & Exchanges
Payment & Billing
Order Management
Product Information
Customer Support
Frequently Asked Questions
Q. Where do you ship, what are the charges, and how long does delivery take?
We ship across India to valid residential addresses. Orders above ₹1500 qualify for free shipping; a standard fee applies for orders below this amount. Delivery takes 4–7 business days depending on your location. Remote areas may have limited service.
Q. Can I track my order?
Yes. Once your order is dispatched, you’ll receive a tracking link via email or SMS to follow your shipment.
Q. What if my package is damaged or unsealed on arrival?
Kindly do not accept the package. Refuse delivery and contact us at support@neopalms.com or call +91 85888 61801 between 10 AM and 6 PM IST within 48 hours.
Q. Do you offer international shipping?
Currently, we only offer shipping within India. Stay tuned as we expand to international locations.
Q. What is your return and exchange policy?
Exchanges are allowed only in case of size or fit issues.
Customers may exchange the product for:
- A different size of the same product
- If an exchange is not preferred, we offer N points (credits) equal to the product value.
- N points can be redeemed on any future purchase at neopalms.
- N points are valid for a lifetime and are non-transferable.
Return or exchange requests must be raised within 7 days of delivery.
Products must be unused, unwashed, and returned with original tags and packaging.
Q. How do I request a return or exchange?
Email support@neopalms.com or call +91 8700764397 between 10 AM and 6 PM IST. Share at least 3 clear images of the product via email or WhatsApp. In case you receive a defective or damaged product, please notify us within 48 hours of delivery with clear images.
After internal quality verification:
- A replacement will be provided, or
- A voucher will be issued, or
- A refund will be issued.
Q. What is the return process?
neopalms covers pickup and re-delivery charges for one return or exchange per order. For any additional request, shipping costs must be prepaid by the customer. Once your return is approved, we’ll arrange pickup and notify you when the item reaches our warehouse. After it passes a quality check, refunds or exchanges will be processed within 8–9 business days.
Q. Can I exchange my product for a different one?
No. Items purchased using discount codes, gift coupons, or under promotional offers are not eligible for return, exchange, or claims.
Q. Can I return or exchange items bought with a discount or promotional offer?
No. Items purchased using discount codes, gift coupons, or under promotional offers are not eligible for return, exchange, or claims.
Q. What if my returned item doesn’t pass the quality check?
If the product fails our quality check, we won’t be able to issue a refund or exchange. If you’d like the item sent back to you, we can arrange this for a prepaid shipping fee of ₹100.
Collapsible content
Q. What payment methods do you accept?
We accept a variety of payment options, including credit/debit cards, net banking, UPI and partial COD.
Q. Is Cash on Delivery (COD) available for orders?
No, only Partial-COD is available for eligible orders, with a standard base fee of ₹200 that is non-refundable.
Q. When will I be charged for my order?
For online payments, your card or account will be charged as soon as the order is placed. For partial COD, you’ll pay ₹200 upfront and the remaining amount at delivery.
Q. How secure is my payment information?
We prioritize your security and use industry-standard encryption to ensure your payment details remain safe.
Q. How do I apply a discount or promotional coupon to my order?
Enter your coupon code in the designated field on the final order review page before clicking ‘Proceed to Payment’. Make sure to click ‘Apply’ after entering the code to activate the discount.
Q. Can I cancel my order after placing it?
Orders cannot be canceled once they have been dispatched.
Q. Can I modify my order once it’s placed?
Yes, we can modify orders for size or style changes within the same price range or higher. Any price difference must be paid online or upon delivery.
Q. My order hasn’t arrived yet. What should I do?
If your order hasn’t arrived within the estimated time frame, please check the tracking link. If you need further assistance, feel free to contact us at support@neopalms.com or call +91 85888 61801 between 10 AM and 6 PM IST.
Q. How do I know which size to choose?
We provide detailed size guides on each product page. If you need further assistance, our support team is happy to help.
Q. Do your products come with any care instructions?
Yes, every product page includes care instructions to help you maintain the quality of your purchase. For further tips and maintenance of your garments, click here.
Q. What if the product I want is out of stock?
If a product is out of stock, you can email us with a request at support@neopalms.com to be informed when it becomes available again.
Q. Do you offer product customization?
We don’t offer customization for products listed on our website.
Q. Will the product color match exactly what I see online?
Disclaimer: Colors may appear slightly different due to lighting, screen resolution and display calibration.
Q. How can I reach customer support?
You can reach our customer service team at support@neopalms.com, on WhatsApp, or by calling +91 85888 61801. We're available Monday to Friday, 10 AM to 6 PM IST.