We usually process and ship orders within 1-2 business days of receiving your order. You will receive an email with the link to track your package shortly after we have completed your shipment.
You have 10 days from the date of delivery of your order to return it to Idéal Neutre for a refund or an exchange.
Any complaints regarding the delivery of the products must be submitted within 10 working days of receipt of the products. They must be sent in their original condition (packaging, accessories, label etc.), using the documents provided in the package. If you have any questions, you can send an email to firstname.lastname@example.org .
Any package returned after the prescribed period will be refused and returned to the sender. The costs and risks relating to the return of the products are the responsibility of the sender.
For customer service to accept the return, the products must be returned in perfect condition in their original packaging, intact, with their labels attached, unworn, accompanied by all their accessories, and a copy of the purchase invoice.
Ideal Neutral cannot be held responsible for any loss, theft or damage to the package. Packages for which the identification of the customer (name, first name, address and return code) is not possible will be refused.
You will need to consider using a shipment tracking service and / or purchasing insurance for the shipments. Please be sure to give us the tracking number when shipping to avoid the package lost or delayed.
Upon receipt of the returned products by the Customer, customer service will send a confirmation of receipt of the Product by e-mail.
If the complete order is returned, the refund will include Ideal Neutre's standard delivery charges. To this end, the customer inserts the delivery invoice indicating the tracking number of the parcel in the return parcel. Ideal Neutral will reimburse the Customer for the sums paid by the latter and corresponding to the acquisition of the returned Products (including any customs duties), within a maximum period of 14 days by bank transfer to the account used with the credit card carrying the name of the client.
Please note that a deduction may be made if the value of the merchandise has been reduced due to you handling the merchandise more than necessary.