How do I log into my account?

Just click on “Sign in” and enter the email address you used while creating the account and the password for it.

I forgot my password. How can I access my account?

The login page has a “Forgot your password?” link. If you click on it, you’ll be asked to enter the email address for the account you want to log into. You’ll receive an email with all the steps you need to follow in order to change your password.Text

My account is not recognised.

Please make sure that the details you enter are correct. Check the spelling of your email address and the password. If you still have issues, we suggest you to contact us or to create a new account.

Do I have to be registered to place an order?

No, it is not necessary to have a NeoJoy account to place an order. However, creating an account on this website can save a lot of time in the future and can help you purchase goods easier.

How do I place an order?

Browse the website to find the product you would like to purchase. After finding it, all you have to do is select the colour you prefer, the size (if available) and the quantity, then click on the “Add to Cart” button.
After you make sure that your cart contains all the items you want to purchase, go to Checkout. Fill in the checkout form with all the details needed (name, address, e-mail, phone number etc.), choose the payment method desired, submit and wait for the confirmation email from us, informing you that your order is being processed.

How do I know you have received my order?

After processing your order, you will receive an email from us, containing all the details regarding the order, items bought, delivery and costs.

How can I pay for my order?

We accept Bank Transfers, MasterCard, Visa, Maestro, American Express and PayPal as payment methods.

Is my transaction secure?

We can guarantee that shopping at NeoJoy is secure and safe. We make sure that the details you provide when ordering are under protection. Also, we don’t share any personal details of our customers, respecting their privacy.

How will the transaction show on my bank statement?

The transaction will show as “NeoJoy Ltd”.

The item I want is currently out of stock. How much time should I wait until it’s available again?

Usually, we refill the stock each week, but we suggest you to wait 10 working days. If the product you want to purchase is still out of stock, please contact us and we will let you know if and when will the product be available again. Also, you can add the item to your Wishlist, so you’ll be able to find it easier.

How do I use my Wishlist?

First of all, you need to have a NeoJoy account in order to use the Wishlist option. Browse our online shop, find the items you like and, by pressing the “Add to Wishlist” link, you make sure that all the products you’d like to buy are in one place. You can always review your Wishlist, to add or remove products from it.

Can I remove or add items from my order, after it’s been confirmed?

We are trying to dispatch the order to you as fast as possible. Unfortunately, you cannot change the order, once confirmed. However, you can always return unwanted products and obtain a refund for them. Please check our Refunds & Returns page for more information.

Can I cancel my order?

If you want to cancel your order, please contact us as soon as possible, via phone. We are trying to dispatch your order as soon as possible, so if you call us before doing that, we can cancel your order with no problems. If by any chance, your order has been dispatched, you can return the products (intact, with all the seals and tags on them) and we will gladly issue a refund.

Can I track my order?

Yes, Royal Mail offers a tracking service, so you can always check where your order is. However, if you choose the standard delivery service (Free), the items will be dispatched via Royal Mail First Class, a service that doesn't provide us with a tracking number.

Can I have my parcel delivered on Bank Holidays?

Unfortunately, our delivery providers do not work on Bank Holidays, so the arrival of your parcel will be delayed for one day, in case you placed the order right before a Bank Holiday.

What happens if I am not in when my order arrives?

If your parcel is too big to fit in your letterbox, the post person will leave a card for you, containing all the information you need about the parcel. You can choose another day for the delivery or you can go to pick up the parcel from the nearest courier depot.

What happens if I don’t collect my parcel?

Usually, the parcel will be held for 10 days before returning to us.

How long will it take for me to receive a refund?

If your item has been returned to us, it usually takes up to 5 working days to receive the refund.

Do you refund the delivery charge?

In case the product was faulty or incorrect, we will offer a refund for the delivery charge, as well. Please note we can only refund the delivery charge for goods ordered from NeoJoy if you have chosen to cancel your order with us within 14 days of receiving the goods. First, you need to notify our Customer Services team of this intention to cancel your order, and only after that, you’ll be able to get a refund for the delivery charge.

My product is not working.

Read carefully all the instructions included in the pack and make sure to follow them.
Before contacting us, please make sure that the product has batteries inserted correctly (some batteries have a transparent plastic seal which needs to be removed to work properly). Also, keep in mind that the product’s cap needs to be screwed on tight for it to work.
If your product is USB rechargeable, please make sure that the item is fully charged. Check the power lights (most of the toys have them, to let you know the battery’s status).

Does the product have batteries included?

Normally, our products do not have batteries included, but in case the item comes with batteries, we will mention that on the product’s page.