Neptunus

FEE OF SHIPPING

Standard Free Shipping Worldwide By Wixese.

Express Shipping varies based on weight and distance travelled. These rates are stated to us by our shipping carrier and are not set or alterable by Wixese.

Standard Shipping Times:

Busy Season: 20-40 Days

*Exceptions apply. Unfortunately, due to some specific customs procedures, the delivery to some countries is not available at this time. We don’t ship to OFAC sanctions country list: Balkans, Burma, Cote D'Ivoire (Ivory Coast), Cuba, Democratic Republic of Congo, Iran, Iraq, Liberia, North Korea, Sudan, Syria, and Zimbabwe.

Some distant areas can take a bit longer, but we’ll get it to you!

• The given delivery dates are estimates calculated from the date an order is out for shipment, keeping in mind the transit time.
• Deliveries might take longer than expected because of incorrect shipping address, bad weather, stringent customs clearance procedures, or any other unavoidable circumstances.
• Please note that import duties, and any other additional import charges and taxes are not included in the item price or shipping charges. These charges are ultimately the buyer's responsibility.

ORDER CONFIRMATION

After payment has been processed, an order confirmation email will be sent to the email listed at the time of checkout. Once the email confirmation has been sent, your order will begin to be processed.

PROCESSING TIME

The order processing time might take up to 1- 5 business days*. Processing includes checking, packing, and sending your orders to the post-office. After all these procedures, the tracking number will be provided to you via email.

If you place your order after 11:45 am Central Standard Time on Friday, or over the weekend (Saturday or Sunday), your order will be shipped the following week.

ORDER PAYMENT

All customers are charged at the time of purchase. All payments are in EUR. Paying in local currency means your home bank handles the currency conversion; they will convert the currency from EUR to Local currency for you.

PAYMENT PROCESS:

We accept PayPal, Visa, MasterCard and American Express. Our website has a strong anti-fraud system in place. You can put your order in without any hesitation. When you place an order with a credit card on our website, we’ll first authorize your card and place a hold on it for an amount equal to your order. Your card will only be charged once your order has shipped. Please contact our support team at support@wixese.com for any ordering or payment 

SEPARATE SHIPMENTS

When you order multiple items at a time, they may be shipped separately so they get to you faster. Due to warehouse locations and product availability, items may be shipped in separate shipments. You may receive one item before the next. We do this so that you can get your items as fast as possible. In this case, you will be provided with two or more tracking numbers.

ORDER CANCELLATION AND CHANGE REQUEST

We accept 12 hours’ notice to cancel an order or update any changes such as quantity, color, size, or Shipping Address information. Just feel free to contact us at support@wixese.com. We endeavor to respond within a day.

Please note that any request received after 12 hours period will no longer be accepted because we process orders immediately. Changes to orders cannot be made once processed.

We will still do our best to get a hold or cancel your order after 12 hours period but no guarantee. If we were able to do so you will be charged a 15% cancellation fee on account of the cost we incur for the item already being in production.

Q: What is the return policy?

A: We at Wixese want our customers to enjoy an unforgettable shopping experience, therefore, our team is responsible for selecting the best products to guarantee a quality purchase.

As part of the experience, we know that on some occasions we will not be able to fulfill all your expectations, And this when our perfect fit guarantee comes to place, so we offer you service returns and refunds that will allow you to continue to enjoy shopping with us.  

Please note that direct unilateral product exchange is not possible due to limitations in the ordering platform, and we are not entitled to send out products on our own initiative.

Replacement is possible in case of an undelivered product due to shipment cancellation, after a direct personal consultation with an agent.

Our customers have the right to return the product within 30 days. This term will expire on the 30th day of the day from the receipt of the shipment by the customer.

Please, acknowledge the following:

Do not request returns and refunds after expiry of the given term

Do not request returns and refunds in Facebook chat or Instagram messages, emails have always priority.

You can return a defective product or order:

1. a) In the unfortunate event that the product is defective
2. b) The received product is completely different from what has been ordered

In this case, the customer has the right to receive a new product depending of the product availability. In case the product is not available, the customer will be refunded for the total amount.

Q: What are the conditions to apply for a change or return?

• no refund requests will be accepted after seven days for any reason,
• return shipping costs are the customer's responsibility,
• we'll refund the payments in the same method that the original payment has been made,
• refund or changes will be executed once we receive the tracking number from the customer as a guarantee,
• items that are damaged, dirty, altered, washed, worn or not in their original boxes or bags will not be accepted for return,
• after we have sent the refund confirmation to the customer, the refund can take between 1~3 business days to be reflected on the customer’s account statement

Please also note that ckese.com is not responsible for any return fees or returns that are lost or stolen while in transit.

Q: How do I return something?

A: Please follow the steps below:

1. Contact us by email at support@wixese.com

Provide us with your order number and a brief statement explaining the reason for return.

2. Once your return is approved, you will be emailed within 24~48 hours.
3. Once you are ready to ship your return, address your package to the shipping address you will be provided with your order.
4. Use a trackable and insured shipping method to return your package, with your order number clearly printed on your shipping label.
5. We will let you know the receipt of your return in email.
6. Once your return is processed an confirmed, please allow 3~10 days for your bank to execute the refund amount to your account.

Q: How soon will the user receive the refund:

When we receive the return package, we will refund you immediately. And the refunds will take approximately 1-3 business days to be credited to your payment account