HOW DO I CREATE AN ACCOUNT?

Click on REGISTER in the top right menu bar.
Enter your email address and a password of your choice, and tick the boxes relating to the current privacy policy.
Then click the “Create an account” button.
You will receive a confirmation email at the address provided during registration.
For your security, Neos1911.com does not store any credit card details.

HOW DO I RECOVER MY PASSWORD?

If you have forgotten your password, after entering your email address at login, click “Forgot your password?”.
You will receive an email to reset it.

HOW CAN I CHECK IF A PRODUCT IS AVAILABLE?

All our products are available online at Neos1911.com.
To check availability, simply click on the product: the label “available” will appear if it is in stock.
Some items are only available during certain periods. In this case, you can place a pre-order and the item will be shipped as soon as it is back in stock.

WHAT ARE THE SHIPPING COSTS?

Shipping is free for orders over € 49.00.
For orders below this amount, the shipping cost is € 6.00.
A surcharge of € 3.00 applies for cash on delivery payments.
For more information, visit our Shipping page.

HOW DO I RECEIVE PROOF OF PURCHASE FOR MY ONLINE ORDER?

For every order placed on Neos1911.com you will receive an order confirmation by email, which will always be accessible and up to date in your personal account area.
A delivery note will be included with your parcel at the shipping address provided. If you do not wish to receive it, please indicate this in the NOTE field at checkout.

HOW DO I REQUEST AN INVOICE?

If you require an invoice, you must indicate this in your cart before confirming the order. In the “Billing details” section, enter all the necessary information for invoicing.
The invoice will be sent after the order has been dispatched as a courtesy copy to your registered email address, and transmitted to the Italian Revenue Agency (Agenzia delle Entrate) via the SDI code or PEC address provided.
Invoices cannot be issued after the order has been placed without prior indication at checkout.

WHAT PAYMENT METHODS ARE ACCEPTED ON NEOS1911.COM?

The following payment methods are accepted:

• Credit and debit cards (Visa, MasterCard, Maestro, American Express)
• PayPal
• Bank transfer
• PostePay top-up (via Sisal, Tabacchi, or Post Office)
• Cash on delivery

For more information, visit our Payments page.

IS SHOPPING ON NEOS1911.COM SECURE?

Yes. All transactions on neos1911.com are protected by a high level of security. An SSL encryption system protects your personal and payment data.
Neos1911.com does not store any credit card information.
Payments are further secured by the 3D Secure 2.0 system (mandatory for all EU card issuers under the PSD2 Directive) for Visa, MasterCard, and American Express cards. At the time of payment, an additional identity verification step may be required via your bank’s app or a one-time password (OTP). For any questions about 3D Secure, please contact your bank directly.

HAS MY ORDER BEEN SHIPPED?

If you placed your order through your Neos 1911 account, log in and click on “Orders” to check the status:

• Cancelled: the order was cancelled by you or due to an anomaly
• Fulfilled: the order has been shipped to the delivery address provided at checkout

You will also receive an email with your tracking number as soon as the order has been handed over to the courier.

I PLACED AN ORDER BUT HAVE NOT RECEIVED IT — WHAT CAN I DO?

Delivery times vary by destination:

• 1-2 business days for mainland Italy
• 2-4 business days for the Islands (Sicily and Sardinia)

If you have not received your parcel within 5 business days, please contact our Customer Service.
Please note: during peak periods (e.g. Christmas) or in the event of extraordinary circumstances, deliveries may be subject to delays.

For more information, visit our Contact page.

HOW ARE DELIVERIES MADE IN ITALY?

Deliveries are made by express couriers (BRT, SDA, GLS, UPS, FedEx) from Monday to Friday. During peak periods such as Christmas, deliveries may also take place on Saturdays.
Delivery times are calculated from the moment the tracking email is sent.
The parcel will be delivered to the address specified in the order. If an item is temporarily out of stock, delivery times may vary.

I WANT TO CHANGE MY DELIVERY ADDRESS — HOW DO I PROCEED?

You can update your delivery address by going to “My account” and then “Shipping addresses”.
The order will be delivered to the address shown in the order confirmation email.
Once the order has been confirmed, it is no longer possible to change the delivery address.

HOW CAN I TRACK MY ORDER?

You can track your order using the tracking number sent to your email address as soon as the shipment has been handed over to the courier.

CAN I REQUEST PERSONALISED SAMPLES?

Yes. In the NOTE field in your cart at checkout, you can request samples of specific products (up to 5-6 items), or ask us for a selection based on particular olfactory or cosmetic needs.

I WOULD LIKE TO MAKE A RETURN — HOW DO I PROCEED?

If you wish to return an item or an order, please follow the guidelines in our Terms and Conditions of Sale.
Returned products must be intact (never opened or used), in their original packaging and in perfect condition, accompanied by a copy of the purchase receipt.
The refund will be issued upon receipt of the return, using the same payment method used for the original purchase.

HOW DO I USE A PROMOTIONAL CODE?

With every order, you will receive a coupon to use on future purchases. You can find your coupons in the dedicated section of your account.
Always check the expiry date and the minimum order amount required to use the coupon.