FREQUENTLY ASKED QUESTIONS


NEUCLO PRODUCTS

How do I unsubscribe from the newsletter?

You may unsubscribe from our newsletter at any time using the following methods:


 1. By emailClick on the "Unsubscribe" link at the bottom of any Neuclo Newsletter. 

 2. Write to us via email to take unsubscribe you.

Why do I need to open an account with Neuclo?

Signing in to your Neuclo official website will be required when purchasing from our store or posting on our official forums. 

 You can either sign up for a Neuclo account via your email address or sign in with your Facebook or Google account.

How do I reset my Neuclo Account password?

Please follow the steps below to reset your Neuclo Account password: 


1. Select "Forgot Password" located just below the "Login" button when you sign in to your Neuclo Account 

2. Enter the email address of the account you wish to reset the password for. 

3. If an account associated with said email exists, a password reset link will be sent to the email address (Note: this may take a couple of minutes) 

4. Once you receive the confirmation link, simply click the link and follow the quick and simple steps to reset your passwordWe hope this helps! 


 (Note: Please make sure Neuclo emails are not entering your spam or junk folder)

ORDERS

Out of stock products: The item I want to buy is out of stock. Can I still place my order to ensure I can receive this item as soon as new stock arrives?

Unfortunately our system does not allow for the placing of orders for items that are out of stock. We would encourage you to visit neuclo .com regularly as we always endeavour to replenish depleted stock as soon as we can.

Ordering: I forgot to add an item to my order. Can I add it to my pending order or must I place a second order?

Unfortunately you are not able to add extra items to and order that has already been made. Please feel free to place a second order.

Can I make a purchase over the phone?

Unfortunately ordering over the phone is not something we accept at the moment.

Track orders: Can I track the progress of my order?

Yes you can. 

If you have an account: 


  • Login 
  • Select 'MY NEUCLO' 
  • Select 'Shopping Help' 
  • Select 'Order' 


The status of your order is displayed on this page. 

If you do not have an account:


  • Select 'MY NEUCLO'. 
  • Select 'Shopping Help' 
  • Select 'Order'. 


- Enter your order number - you will find this in the Confirmation email sent to you after your order was placed. 

- Enter the email address which was entered when you placed the order. 

- The status of your order is displayed on this page. 

- Delivery tracking is only available if the delivery method is either Parcel or DPD. 


Alternatively your order acknowledgement and order confirmation email will contain a tracking button.

PAYMENT

Does Neuclo collect and store my credit card details?

Rest assured that we do not collect or store your credit card details. All payments are handled by either PayPal or our payment gateway provider, based on your method of payment. Once you reach the final stage of the checkout process, you will be taken directly to PayPal’s / our payment checkout secure page. Your credit card details are never accessible to us.

What payment method do you accept?

Currently, the available payment methods for purchasing from our website are PayPal and Credit Card. For PayPal inquires, please contact PayPal directly at 1-888-221-1161 (U.S.) , UK: +44(0) 800-358-7911, or 1-402-935-2050 (calling from outside the U.S.) For Credit Card inquires, please contact your issuing bank for more information.

My payment has been taken more than once. How do I get my money back?

If you believe a payment has been taken more than once please contact our Customer Services team on +44 (203) 137- 8217 and they will be happy to help.

How long will it take for the duplicate payment to be paid back to me? What if I do not receive this?

It can take up to 14 working days for refund to be issued, but it is quite often sooner (within 3-5 working days) Dependant on your card issuer.

Will payment be taken before I have received my order, or upon receipt of the order (once I have signed for it)?

Payments are taken when your order has been dispatched (when your invoice is generated) in neuclo.com and it is confirmed your order has been placed . When this is shown as being debited from your card or account, is dependent on your bank.

SHIPPING & RETURNS

Which countries do you ship products?

Do you offer product warranty?

Yes we do. Please visit our product warranty page for additional information: product warranty

NEED MORE HELP

Visit support page or call our customer service on +44 (203) 137- 8217Monday to Saturday | 9am to 6pm

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