Frequently Asked Questions
Shipping & Delivery
Returns & Exchanges
Payment & Billing
Order Management
Product Information
Customer Support
Frequently Asked Questions
Q. What are the shipping charges for my order?
We offer free shipping on all orders above ₹1500. For orders below this amount, a standard shipping fee will apply.
Q. How long does delivery take?
You can expect your order to arrive within 3-7 business days, depending on your location.
Q. Do you ship all over India?
Yes, we deliver to all locations across India.
Q. Can I track my order?
Absolutely! Once your order is dispatched, you will receive a tracking link via email or SMS to monitor your shipment.
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 policy?
We offer easy returns within 10 days of receiving your order. Please ensure that the product is unused, in its original condition, and has all tags attached.
Q. How do I initiate a return or exchange?
For assistance, contact our customer support at support@neopalms.com or call us at +91 8588861801 between 10 AM to 6 PM IST within 10 days of delivery. We’ll guide you through the process. Once we receive the item, we’ll process your return or exchange.
Q. Can I exchange my product for a different one?
You can exchange your product for a different size or color within the same product type and price range. Exchanges must be initiated within 10 days of receiving your order.
Q. Are there any items that cannot be returned or exchanged?
For hygiene reasons, certain items like innerwear and accessories cannot be returned or exchanged unless faulty. Check the product page for any specific exclusions.
Q. How long does it take to process a return?
Once we receive and review the returned product with tags, we will process the refund or exchange within 7 business days.
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Q. What payment methods do you accept?
We accept a variety of payment options, including credit/debit cards, net banking, UPI, and Cash on Delivery (COD).
Q. Is Cash on Delivery (COD) available for all orders?
Yes, Cash on Delivery (COD) is available for all eligible orders with a standard charge of ₹70.
Q. When will I be charged for my order?
For online payments, your card or account will be charged immediately after you place the order. For COD, you’ll pay upon receiving the package.
Q. How secure is my payment information?
We prioritize your security and use industry-standard encryption to ensure your payment details remain safe.
Q. Can I cancel my order after placing it?
You can cancel your order before it has been shipped. Contact our customer service as soon as possible to request a cancellation.
Q. Can I modify my order once it’s placed?
Unfortunately, we cannot modify orders once they have been placed. However, you can cancel it before shipping and place a new order.
Q. What should I do if I receive the wrong or a damaged product?
If you receive a wrong or damaged product, please contact our customer support within 48 hours of delivery. We’ll assist you with a replacement or refund.
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 our support team.
Q. How do I know which size to choose?
We provide detailed size guides on each product page to help you find the perfect fit.
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. (insert link to tips & maintenance page)
Q. What if the product I want is out of stock?
If a product is out of stock, you can sign up for notifications to be informed when it becomes available again.
Q. How can I reach customer support?
You can contact our customer service team through email at support@neopalms.com
or call us at +91 8588861801. We’re available Monday to Friday, from 10 am to 6 pm IST.
Q. What are your customer support hours?
Our support team is available to assist you Monday to Friday, from 10 am to 6 pm IST.