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 4-7 business days, depending on your location.
Q. Do you ship all over India?
Yes, we deliver across India to addresses with a valid residential location. However, our delivery partners may not service remote areas.
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 should I do if my package arrives damaged or unsealed?
Please do not accept the delivery if the packaging is damaged or unsealed. Instead, refuse the package and contact us via email: support@neopalms.com or call us at +91 8588861801 between 10 am to 6 pm IST within 48 hours of delivery.
Q. What is your return policy?
We offer easy returns within 7 days of receiving your order. Please ensure that the product is unused, unaltered, and undamaged, in its original condition, and has all tags attached.
Sale items are non-returnable and non-refundable and can only be exchanged if the desired size is in stock.
Q. How do I initiate a return or exchange?
Contact our customer support via email: support@neopalms.com or call us at +918588861801 between 10 am to 6 pm IST within 7 days of delivery, and we’ll guide you through the process of return or exchange. Once we receive the item, we will process the 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 7 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?
Refunds or exchanges will be processed within 7 business days after receiving and reviewing the product, which must be unused, unaltered, undamaged, in its original condition, and with all tags attached.
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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 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 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?
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. 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 receiving the product. 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. 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 sign up for notifications 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 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.