FAQs

Can’t find the answer you’re looking for? Email us at support@neolar.nl. We respond within 1 business day, Monday to Friday, 9:00 AM – 5:00 PM EST.

Shipping & Delivery

Do you offer free shipping?
Yes. All orders within the United States qualify for free standard shipping. We do not currently ship internationally. See our full Shipping Policy.

How long will my order take to arrive?
Orders are processed within 1–2 business days. Once shipped, delivery takes 2–4 business days — a total of 3–6 business days. US federal holidays may extend this window.

What carrier do you use?
All orders ship via USPS standard tracked services.

Do you ship to PO boxes?
No. Please provide a full street address at checkout.

How do I track my order?
Once shipped, you’ll receive a tracking number by email. Track your delivery at usps.com or on our Track Your Order page.

My order hasn’t arrived after 7 business days — what do I do?
Contact us at support@neolar.nl. We’ll work with USPS to locate your package. If the loss is confirmed and your address is correct, we’ll send a replacement at no cost within 15 business days.

Returns & Refunds

What is your return policy?
You may request a return within 30 days of receiving your order. Items must be unopened, in original condition, with all packaging, tags, and accessories intact. See our Return & Refund Policy.

How do I start a return?
Email support@neolar.nl with your order number and reason for return. We’ll respond within 1 business day with instructions and, where applicable, a prepaid shipping label.

Who pays for return shipping?
If your item arrived damaged, faulty, or incorrect, return shipping is free — we provide a prepaid label. For all other returns (e.g. change of mind), return shipping costs are your responsibility.

When will I receive my refund?
Once we receive and inspect your return, accepted refunds are processed within 7 business days back to your original payment method.

Can I exchange an item?
We don’t offer direct exchanges. Please return your item for a refund and place a new order for the item you’d like.

Can I return a sale item?
No. Sale items and promotional purchases are final sale and cannot be returned once shipped.

Payments & Billing

What payment methods do you accept?
Visa, Mastercard, JCB, Amex, Apple Pay, Google Pay, and Amazon Pay. All transactions are processed securely via Stripe in USD. See our Billing Terms & Conditions.

Is it safe to enter my payment details?
Yes. All transactions use industry-standard TLS encryption. We never store your card details — everything is handled securely by Stripe.

Will I be charged in USD?
Yes. All prices are in USD. If your account is in another currency, your bank’s exchange rate applies. Neolar is not responsible for conversion fees.

What will the charge show as on my statement?
“Neolar” or the name of our payment processor.

Orders & Cancellations

Can I cancel my order?
Yes, before it ships. Email support@neolar.nl as soon as possible. Once dispatched, it cannot be cancelled and must go through our return process.

Can I change my shipping address after ordering?
Contact us at support@neolar.nl within 24 hours of placing your order. Once in transit, we cannot make address changes.

I entered the wrong address — what happens?
We ship to the address provided at checkout. If delivered to an incorrect address, Neolar cannot be held responsible. Always check your details before completing your order.

My package arrived damaged — what do I do?
If present at delivery, refuse the package and contact us immediately. If delivered while you were away, email support@neolar.nl with photos and we’ll guide you through the next steps.

Products & Availability

What does Neolar sell?
Home furnishings including lamps, side tables, and chairs. Browse the full collection at neolar.nl/shop.

Are product images accurate?
We display products as accurately as possible. Colors may vary slightly due to screen settings and lighting.

What if a product I want is out of stock?
Check back later or email us at support@neolar.nl and we’ll do our best to help.

Do you restock sold-out items?
Restocks depend on supplier availability. We recommend checking the product page regularly or contacting us for updates.

Still Have a Question?

We’re happy to help. Reach out to our support team:

• Email: support@neolar.nl
• Contact form: neolar.nl/contact-us
• Hours: Monday to Friday, 9:00 AM – 5:00 PM EST