Shipping policy

Shipping Policy

Processing time

Orders are prepared and dispatched within 1–2 working days of payment confirmation. Orders placed at weekends or on UK public holidays are processed on the next working day.

Discreet packaging

All orders ship in plain, unmarked packaging. The sender label does not reveal the nature of the contents.

Destinations & costs

United Kingdom: 1–3 working days for tracked standard; next-working-day options available. Free standard delivery threshold is shown at checkout.

European Union: 3–7 working days. Prices and options are calculated at checkout based on weight and destination.

Rest of world: 7–21 working days. Customs duties and import VAT may apply at destination and are the recipient’s responsibility.

Carriers

We use Royal Mail, DPD, DHL and other principal carriers, selected by destination and weight. A tracking number is provided by email at dispatch.

Delays and undelivered parcels

If your delivery is materially delayed (more than 5 working days beyond the indicative window), contact us at help@neojoy.co.uk with your order reference. We will open a tracer with the carrier. If the parcel cannot be delivered within a reasonable additional period, you may cancel the contract and receive a full refund.

Incorrect addresses

Where an order is returned because of an incomplete or incorrect address provided by you, the cost of re-dispatch is at your expense. Refusal of delivery without legitimate reason will result in return and storage costs being deducted from any refund.