Common questions

Shipping and delivery

At Neofollics Hair Technology we understand you want to receive your Neofollics products as soon as possible. That is why we partnered with the most reliable shipment partners per country. 

What shipping methods do you use?

We use the following shipping partners:

  • PostNL: For shipments within the Netherlands and Belgium, with delivery within 24 business hours.
  • Maersk: For shipments to other countries. Delivery times vary; check the full shipping table below for details.

Where is my order?

You can track status of your order here.

Is my order packaged discreetly?

Discretion is very important to us. Your order will be shipped in a neutral brown cardboard box, with only a small mention of "Neofollics" as the sender.

Our shipping policy

Read all about our shipping policy here.

When will my order be delivered within the Netherlands and Belgium?

If you place your order before 10 p.m. on a working day, we strive to ship it the same day. Your order will then be delivered within 24 hours by PostNL. If this isn’t possible, your package will be shipped the next working day. You’ll receive a shipping confirmation by email, which includes tracking information.

Note: Orders are packed until 10 p.m. on working days (Monday - Friday). Weekend days do not count toward shipping times.

When will my order be delivered outside the Netherlands and Belgium?

For orders outside the Netherlands and Belgium, we use Maersk. Delivery times vary by country; please refer to our shipping information below for estimated times.

What if I’m not home for my PostNL delivery?

For deliveries within the Netherlands and Belgium via PostNL:

  • If you’re not at home, your package may be offered to a neighbor or rescheduled for another delivery time.
  • After two unsuccessful delivery attempts, your package will be available for pickup at a local collection point for 7 days before being returned to us.

Please note that Maersk and other international carriers may have different policies for missed deliveries. Contact customer service for specific details based on your location.

View shipping information by country
Country Costs Shipping Time
Albania €14,95
Free shipping above €100
7 - 9 business days
Andorra €12,95
Free shipping above €100
6 - 10 business days
Austria €5,95
Free shipping above €20
5 - 7 business days
Belgium €4,95
Free shipping above €20
Within 24 hours
Bulgaria €5,95
Free shipping above €20
6 - 8 business days
Canada €12,95
Free shipping above €60
9 - 14 business days
China €12,95
Free shipping above €100
11 - 14 business days
Croatia €5,95
Free shipping above €20
5 - 7 business days
Cyprus €5,95
Free shipping above €100
9 - 14 business days
Czech Republic €5,95
Free shipping above €20
4 - 6 business days
Denmark €5,95
Free shipping above €20
4 - 6 business days
Estonia €5,95
Free shipping above €100
6 - 8 business days
Finland €5,95
Free shipping above €60
6 - 8 business days
France €5,95
Free shipping above €20
4 - 6 business days
Germany €4,95
Free shipping above €20
1 - 2 business days
Greece €5,95
Free shipping above €20
9 - 14 business days
Hungary €4,95
Free shipping above €20
5 - 7 business days
Ireland €5,95
Free shipping above €20
7 - 9 business days
Italy €4,95
Free shipping above €20
5 - 7 business days
Latvia €4,95
Free shipping above €20
5 - 7 business days
Liechtenstein €13,95
Free shipping above €100
11 - 14 business days
Lithuania €4,95
Free shipping above €20
7 - 9 business days
Luxembourg €4,95
Free shipping above €20
4 - 6 business days
Malta €5,95
Free shipping above €100
9 - 14 business days
Montenegro €12,95
Free shipping above €100
11 - 14 business days
Netherlands €4,95
Free shipping above €20
Within 24 hours
New Zealand €12,95
Free shipping above €100
9 - 14 business days
Norway €5,95
Free shipping above €60
6 - 8 business days
Portugal €4,95
Free shipping above €20
6 - 8 business days
Romania €5,95
Free shipping above €20
6 - 8 business days
Serbia €12,95
Free shipping above €100
8 - 14 business days
Singapore €5,95
Free shipping above €100
8 - 11 business days
Slovakia €4,95
Free shipping above €20
6 - 8 business days
Slovenia €4,95
Free shipping above €60
6 - 8 business days
Spain €4,95
Free shipping above €20
6 - 8 business days
Sweden €4,95
Free shipping above €20
5 - 7 business days
Switzerland €5,95
Free shipping above €60
6 - 8 business days
United Kingdom ** £5,95
Free shipping above €20
7 - 9 business days
United States €12,95
Free shipping above €60
8 - 14 business days

*The shipping prices can be different based on the local currency.
**Tax and import duties are paid by the customer for orders over £135.

Exchange and return

At Neofollics Hair Technology we want you to be fully satisfied with our products. Therefore we have implemented our exchange and returns policy.

How do I return my order?

You can return a product within 60 days without needing to provide a reason, although you must cover return shipping costs. If the return is due to damage or incorrect delivery, we’ll cover these additional costs.

Note: Products that are opened or used (e.g., shampoos, lotions, and supplements) may only be returned if they are unopened and intact. If the seal has been broken, please contact our customer service team before returning.

Can I exchange my order?

Yes, you can exchange products if they’re unopened and in their original packaging. Please contact customer service to facilitate the exchange. Shipping costs for the exchange will be at your own expense.

Can I cancel my order?

You have the right to cancel your order within 60 days without providing a reason. After requesting a return, you have an additional 14 days to send the products back to our return address. Refunds will be processed within 14 days of receiving the returned items in good order.

What is the return address?

Please return items to:

Neofollics Hair Technology
Edisonstraat 58
6902PK Zevenaar
The Netherlands

Include your invoice or order number in the box to ensure prompt processing of your return.

My order is damaged. What should I do?

If your order arrives damaged, contact our customer service team. We’ll find the best solution, which may include a replacement, repair or refund.

Warranty and complaints

At Neofollics Hair Technology, we care about our products and want you to be satisfied with your purchase.

What does the warranty cover?

If a product arrives damaged or a defect is discovered within two months, you may be eligible for warranty coverage. In such cases, we’ll arrange for repair or replacement at no extra cost. Contact our customer service team to initiate a warranty claim.

How do I make a complaint?

We recommend reaching out to us directly at klantenservice@neofollics.com. If we can’t resolve your complaint, you may register it for mediation via Stichting WebwinkelKeur.

For consumers in the EU, unresolved complaints can be submitted through the European Commission's ODR platform at http://ec.europa.eu/odr.