Shipping policy

Last updated: 28 October 2026

At NEIWA, we take particular care when preparing and dispatching your orders from Toulouse. Below you will find information about deliveries, in-store collection and returns.

1. What are the delivery charges?

We offer delivery to France, Europe and internationally, depending on the destinations available when you place your order.

The delivery charges applicable to your order are displayed before you confirm payment.

Deliveries are primarily handled by Colissimo with tracking. Other carriers or delivery methods may be offered at checkout.

For deliveries outside the European Union, customs duties, import taxes or customs clearance fees may apply depending on the destination country. The relevant arrangements are specified at checkout where known.

2. What are the delivery times?

We aim to prepare and dispatch orders within three working days.

Once your order has been dispatched, the usual transit times are as follows:

These estimates apply from the date of dispatch and may vary depending on the destination, carrier and any customs clearance procedures.

The delivery timeframe applicable to your order is communicated before you confirm it. In the event of a delay, you retain the rights provided under the French Consumer Code.

Once your parcel has been dispatched, you will receive a confirmation email containing the available tracking information.

3. Can I collect my order in store?

Yes, when this option is offered at checkout.

In-store collection is free.

You will receive an email when your order is ready for collection.

NEIWA
7 rue Sainte-Ursule
31000 Toulouse — France

Please wait for this confirmation before visiting the shop.

4. What should I do if my parcel is lost or damaged?

If your parcel arrives damaged, an item is missing or you notice any other issue, please contact us at contact@neiwa.fr, quoting your order number.

Where possible, please include photographs of the parcel and the affected products.

NEIWA will handle your request in accordance with its applicable legal obligations.

Failing to report damage or other issues to the carrier upon delivery does not deprive you of your statutory rights.

5. How long do I have to return an item?

You have a statutory right of withdrawal of 14 days from receipt of your order, without having to give a reason for your decision.

NEIWA also offers a 15-day return period from receipt as an additional commercial benefit, subject to the conditions set out below.

To exercise your statutory right of withdrawal, you must notify us of your decision before the 14-day period expires, by emailing contact@neiwa.fr or using the withdrawal form available in our Terms and Conditions of Sale.

You then have a further 14 days to send the relevant items back to us.

Simply returning a parcel without first notifying us of your decision to withdraw is not sufficient to exercise this statutory right.

6. In what condition should items be returned?

To qualify for our commercial returns policy beyond the statutory period, items must be:

• Unworn, other than for briefly trying them on, and unused.
• Unwashed and undamaged.
• Accompanied by their original labels and accessories, where supplied.
• In a condition suitable for resale.

When exercising your statutory right of withdrawal, you may try an item to the extent necessary to check its size, characteristics and functioning, as you could reasonably do in a shop.

You may be liable for any diminished value resulting from excessive handling, under the conditions provided by law.

The absence of the original packaging does not, in itself, remove your statutory right of withdrawal.

7. How do I return an item?

To arrange your return:

1. Contact us at contact@neiwa.fr, quoting your order number and specifying the items concerned.
2. Pack the items carefully to protect them during transit.
3. Send your parcel to the following address:

NEIWA — Returns Department
7 rue Sainte-Ursule
31000 Toulouse — France

We recommend using a tracked delivery service and keeping your proof of postage.

You may include your order number inside the parcel to help us identify it.

You are responsible for the direct cost of returning items when exercising your right of withdrawal or returning an item because you have changed your mind, unless applicable provisions state otherwise.

If a product is faulty, damaged or does not conform to the contract, NEIWA will cover the costs necessary to fulfil its obligations under the statutory guarantees, in accordance with applicable regulations.

8. How and when will I receive my refund?

When you exercise your statutory right of withdrawal, your refund will be issued no later than 14 days after you notify us of your decision.

However, NEIWA may withhold the refund until it has received the returned items or evidence that they have been sent back, whichever occurs first.

Refunds are issued using the original payment method, unless you expressly agree to another method that does not incur additional charges.

If you withdraw from the entire order, the original standard delivery charges will also be refunded in accordance with applicable regulations. Additional charges resulting from your choice of a more expensive delivery method will not be refunded.

For a partial return, the original delivery charges are not necessarily refundable.

We aim to process refunds promptly after receiving and inspecting returned items.

The time it takes for the refund to appear in your account may then vary depending on your bank or payment provider.

9. Can I exchange an item?

If you would like a different size or model, please contact us at contact@neiwa.fr.

Exchanges are offered subject to product availability and the conditions of our commercial returns policy.

If the requested size or model is unavailable, a refund may be offered under the conditions applicable to your request.

This commercial policy does not limit your statutory rights.

10. How can I contact you?

Our team is available to answer any questions about deliveries, in-store collection or returns.

NEIWA
7 rue Sainte-Ursule
31000 Toulouse — France

Email: contact@neiwa.fr

For further information, please also refer to our Terms and Conditions of Sale.