Common questions
Shipping and delivery
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
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
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.