Shipping policy
DOMESTIC
- Orders for U.S. residents are fulfilled from our U.S. distribution center in New Jersey.
- We use UPS Ground as our courier service for fast and reliable service.
| Information | |
|---|---|
| Available Countries | United States of America 🇺🇸 |
| Shipping Method | UPS Ground |
| Free Shipping | Orders of $65 |
| Shipping Fee | $25 Flat rate (may vary based on order weight) |
| Estimated Delivery Time |
3–6 business days (excluding weekends and public holidays) |
| Contact |
UPS Support Center Monday–Friday: 7 AM – 11 PM ET / Saturday: 8 AM – 8 PM ET |
INTERNATIONAL
- All international orders placed on neafneaf.com are shipped directly from South Korea.
- We use DHL Express as our international courier service to ensure fast, secure, and trackable delivery.
| Information | |
|---|---|
|
Available Countries (By Zones) |
Zone 2: Hong Kong 🇭🇰, Japan 🇯🇵, Malaysia 🇲🇾, Taiwan 🇹🇼 Zone 3: Australia 🇦🇺, Belgium 🇧🇪, Canada 🇨🇦, Croatia 🇭🇷, Denmark 🇩🇰, France 🇫🇷, Germany 🇩🇪, Ireland 🇮🇪, Italy 🇮🇹, Philippines 🇵🇭, Poland 🇵🇱, Singapore 🇸🇬, United Kingdom 🇬🇧 |
| Shipping Method | DHL Express |
| Free Shipping |
|
| Shipping Fee | Shipping fees vary by country and order weight. Please review the applicable shipping cost at checkout. |
| Estimated Delivery Time |
|
| Contact | DHL Customer Service |
DELIVERY POLICY
Order Confirmation: Once your order has shipped and you receive the shipping confirmation email with a tracking code, no changes can be made to the order, including product modifications, shipping address updates, or cancellations.
Tracking Code: Order processing may take 1–3 business days before a tracking code is issued. Once available, the tracking information will be sent to the email address provided at checkout.
Delivery Information: Customers are responsible for providing accurate delivery details, including name, apartment or unit number, building, block, and postal code, to ensure successful delivery. If an incorrect or incomplete address is provided, we cannot reship or refund the order.
Due to the high risk of loss or return, we currently do not deliver to military addresses (APO/FPO) or PO Boxes. Neaf Neaf will not provide compensation for lost or returned orders sent to these addresses.
Neaf Neaf will contact customers who provide invalid address information. Customers are responsible for responding to these notifications. If no response is received within 14 days, the order will be canceled and a new order must be placed.
Delivery Time: Please refer to the estimated delivery times above. Delivery may be delayed or interrupted due to circumstances beyond our control, including extreme weather, service disruptions, customs procedures, or import duties. Neaf Neaf is not responsible for delays caused by such events.
If more than 7 business days have passed since receiving your shipping confirmation and your order has not arrived, please contact us at help@aj-look.com. While we will assist with tracking the issue, we are unable to cancel the order or issue a refund once it has shipped.
Customers are advised to monitor notifications from the delivery service to ensure the timely delivery of their packages. Neaf Neaf is not responsible for missed deliveries and cannot issue refunds or reshipments in such cases.
Damaged or Lost Packages: If your package is damaged or missing upon delivery, please contact us at help@aj-look.com within 14 days. Neaf Neaf is not responsible for any loss or damage after the package has been delivered to the correct address. In cases where the delivery service is found responsible for loss or damage, we will assist you in resolving the issue.
Duties & Taxes: All international customers are responsible for any applicable import taxes, customs duties, and fees imposed by their local government. These charges are not included in the product or shipping costs. Recipients will receive an invoice from our logistics partner, DHL, for these fees.
By placing an order and providing the required payment or information, you agree to comply with the import regulations of your country. Please note that import rules vary by country, and it is the customer’s responsibility to be aware of country policies.
Customers are responsible for all customs duties, import taxes, and handling fees applied by DHL; these fees are not refundable under any circumstances, including returns.
[IMPORTANT] Neaf Neaf is not responsible for shipments that cannot be delivered due to unpaid customs charges, and such orders are non-refundable.