FAQ

Frequently Asked Questions

Orders & Shipping

Where do you ship?

We ship to the United Kingdom and selected international destinations. Available countries are shown at checkout.

How long does delivery take?

Most orders are delivered within 9–14 business days from the date of purchase. This includes 1–2 business days of handling time plus 8–12 business days of transit.

What is the order cut-off time?

Orders placed before 5:00 PM London time on a business day are processed the same day. Orders placed after this time will be processed on the next business day.

How do I track my order?

Once your order is dispatched, you will receive a shipping confirmation email with your tracking number. You can also use our Track Your Order page.

My tracking number is not updating. What should I do?

Tracking information can take 24–48 hours to update after dispatch. If your tracking has not updated after 5 business days, please contact us at support@neosunglasses.co.uk.

Returns & Refunds

Do you accept returns?

Yes. We accept returns for both defective and non-defective products within 30 days of delivery.

Are return labels free?

Yes. We provide a free downloadable and printable return label. There is no restocking fee.

Do you accept exchanges?

Yes, we accept exchanges. Please contact us at support@neosunglasses.co.uk to start an exchange.

When will I receive my refund?

Refunds are processed within 7 business days of receiving and inspecting the return. The time for the refund to appear in your account depends on your bank or payment provider.