Shipping policy
SHIPPING POLICY
NeoPop ships throughout South Africa and to selected international destinations.
As many NeoPop pieces are handmade and one of a kind, each order is carefully prepared and packaged before dispatch.
Order Processing & Dispatch
Orders are processed once payment has been successfully received or authorised.
Items in stock are normally dispatched within 1–2 working days.
Items that need to be produced are normally dispatched within 3 working days.
If a particular piece requires a longer production time, this will be indicated on the product page or communicated to the customer.
Working days are Monday to Friday, excluding South African public holidays.
Dispatch times and delivery times are separate. Delivery estimates begin once the parcel has been dispatched to the courier.
South African Delivery — Main Centres
NeoPop primarily uses The Courier Guy for deliveries within South Africa, although we reserve the right to use another reputable courier where appropriate.
A flat shipping fee of R100 applies to economy delivery to main centres within South Africa.
Estimated economy delivery time is 3–5 working days from dispatch.
Delivery times are estimates and may occasionally be affected by courier delays or circumstances outside NeoPop’s reasonable control.
Regional & Outlying Areas
The R100 flat shipping fee applies to main centres only.
Deliveries to regional, remote or outlying areas may attract an additional courier surcharge, depending on the delivery address.
Where an additional charge applies, the applicable delivery cost will be calculated according to the destination and, wherever reasonably possible, disclosed before the order is completed.
Delivery Address
Courier deliveries require a physical street address. Please do not provide a P.O. Box address.
Customers should provide an address where somebody is normally available to receive the parcel during standard courier delivery hours.
Customers are responsible for providing a complete and accurate:
- Delivery address
- Postal code
- Contact name
- Mobile telephone number
Please check your delivery information carefully before completing your order.
If you notice an error after placing an order, contact hey@neopop.co.za as soon as possible.
Once a parcel has been dispatched, NeoPop cannot guarantee that the delivery address can be changed.
Where additional courier charges arise because of an incorrect or incomplete address supplied by the customer, an unsuccessful delivery caused by the customer, or a customer-requested redirection, those additional charges may be for the customer’s account where permitted by law.
Tracking
Where tracking is available, tracking information will be provided once your order has been dispatched.
Please allow time for the courier’s tracking system to update after receiving your dispatch notification.
Delivery Delays
The delivery periods stated in this policy are estimates rather than guaranteed delivery dates, unless NeoPop has expressly agreed otherwise.
Courier delays, severe weather, strikes, unusually high delivery volumes and other circumstances outside NeoPop’s reasonable control may affect delivery times.
Nothing in this policy limits any delivery rights available to consumers under applicable South African law.
Lost or Missing Parcels
If your parcel appears to be significantly delayed or tracking indicates a possible delivery problem, please contact hey@neopop.co.za.
NeoPop will investigate the shipment with the courier and assist in resolving the matter.
Where NeoPop is legally responsible for loss or non-delivery, the customer’s applicable statutory rights will be honoured.
Damaged Parcels
Please inspect your parcel as soon as reasonably possible after delivery.
If the parcel or jewellery arrives damaged, please contact us promptly at hey@neopop.co.za and provide your order number together with photographs of:
- The outer courier packaging
- The internal packaging
- The damaged item
This allows NeoPop to investigate the matter with the courier and arrange the appropriate remedy.
International Shipping
NeoPop ships to selected international destinations.
International shipping charges are calculated separately according to the destination and available shipping service.
International delivery times vary depending on the destination, courier service and customs processing.
Any delivery estimate for an international order is an estimate and does not include delays caused by customs or other authorities outside NeoPop’s reasonable control.
International Customs, Duties & Taxes
International orders may be subject to customs duties, import VAT, taxes, clearance charges or other fees imposed by the destination country.
Unless expressly stated otherwise at checkout, these charges are not included in NeoPop’s product price or shipping charge and are the responsibility of the recipient, subject to applicable law.
NeoPop does not control the amount charged by foreign customs or tax authorities.
Customers ordering internationally are responsible for familiarising themselves with applicable import requirements in their destination country.
Refused or Unclaimed Deliveries
If a customer refuses or fails to accept a delivery for reasons unrelated to a defect, incorrect item or other matter for which NeoPop is legally responsible, any reasonable additional courier, return-shipping, customs or redelivery costs incurred may be deducted from any amount otherwise repayable or charged to the customer, to the extent permitted by law.
Returns
Returns, exchanges and refunds are governed by our separate Return & Refund Policy.
Please contact NeoPop before returning any jewellery.
Contact
For shipping or delivery enquiries:
NeoPop — Neogroup CC
Registration No. 2006/022131/23
Rosbur Park, Neptune Street
Paarden Eiland, Cape Town, South Africa
Email: hey@neopop.co.za
Telephone: 082 422 8009