FAQ

How does your shipping process work?

At Neon Luxury, we prioritize prompt and reliable delivery to ensure that your shopping experience is as seamless as possible. In most instances, your meticulously selected product will be dispatched within 24 hours of placing your order, utilizing the efficient services of UPS for transit, with an estimated delivery window of 1 to 5 business days.

Once your item is en route, you will promptly receive your tracking number via email or text, allowing you to monitor the progress of your shipment every step of the way. This real-time tracking information empowers you with the visibility and reassurance that your purchase is on its way to your doorstep.

For our valued clientele located in the Central Massachusetts area, we are pleased to offer the option for in-person pickups and shopping experiences. To arrange a visit to our location, please reach out to us via email or message in advance to schedule an appointment at your convenience. We look forward to providing you with personalized service and assistance during your visit.

While we strive for flawless delivery execution, we understand that unforeseen circumstances may occasionally arise. In the unfortunate event of a lost, stolen, or undelivered package, we kindly request that our clients exercise patience and allow for a grace period of 14 business days for the shipping carrier to conduct a thorough investigation and ensure the safe delivery of your package. Your satisfaction and peace of mind are of paramount importance to us, and we are committed to resolving any shipping issues expediently and efficiently.

We are dedicated to delivering excellence in every aspect of your shopping journey, from the moment you place your order to the joyful unboxing of your meticulously curated luxury item. Experience the epitome of convenience, reliability, and personalized service with us.


Do you provide International Shipping?

Yes, but only with purchases made on our WhatNot Livestreams.

What is included with my purchase?

We strive to provide a transparent and personalized shopping experience for our valued customers. We understand the importance of designer packaging in enhancing the luxury experience, which is why we make every effort to showcase any additional forms of packaging that accompany our products.

For your convenience, any additional designer packaging, such as gift bags, boxes, dust bags, and more, will be clearly depicted in the product images accompanying each item. Should you desire to include any of these options with your purchase, we encourage you to reach out to us directly, and we will endeavor to accommodate your request based on availability. Please note that an additional charge may apply if the inclusion of these items affects shipping costs.

Furthermore, rest assured that any inclusions of designer dust bags, certificates of authenticity, and other forms of packaging will be explicitly mentioned in the product listing, providing you with full transparency regarding what to expect with your purchase.

In addition to our standard offerings, we are pleased to offer Certificates of Authenticity for an added layer of assurance. Each authentication certificate, priced at $29, is backed by a 100% insurance coverage provided by Entrupy, guaranteeing the perpetual authenticity of your investment.

We are committed to ensuring that every aspect of your shopping experience exudes luxury, authenticity, and peace of mind. Feel confident in your purchase knowing that we prioritize your satisfaction above all else.


Where do you source your inventory?

At Neon Luxury, we proudly leverage an extensive network of global wholesalers, collectors, boutiques, and strategic network partners to curate an exceptional selection of premium products for our discerning clientele. Our sourcing strategy is carefully crafted to ensure that we procure only the finest goods from reputable sources worldwide.

What sets us apart is our commitment to maintaining lean operational practices, allowing us to operate efficiently from the comfort of our home base. By keeping our overhead expenses at a bare minimum, we are able to pass on significant savings directly to you, our valued customers. This means that you can indulge in luxury without breaking the bank, as we believe that everyone deserves access to exquisite craftsmanship and timeless elegance at accessible prices.

Rest assured, each item in our collection undergoes rigorous quality control measures to guarantee authenticity, integrity, and unmatched excellence. With Neon Luxury, you can shop with confidence, knowing that you're investing in genuine luxury without compromise.

Experience the epitome of sophistication and refinement with Neon Luxury, where luxury meets affordability, and indulgence becomes accessible to all.


What is your return policy?

1. Return Eligibility:

  • Returns are accepted within 48 hours of delivery.
  • Items must be in unused, and resalable condition with all original packaging and tags intact.
  • Customized or personalized items are not eligible for return unless there is a manufacturing defect or damage upon receipt.

2. Return Procedure:

  • To initiate a return, please contact our customer service team within 48 hours of receiving your order to request a return authorization (RA) number.
  • Returns without an RA number will not be accepted.
  • Once you receive the RA number, please securely package the item and ship it back to us at your expense, using a trackable shipping method.

3. Return Shipping:

  • Clients are responsible for all return shipping costs.
  • We recommend insuring the package for the full value of the item, as we are not responsible for items lost or damaged in transit during the return process.

4. Restocking Fee:

  • Returns initiated more than 48 hours after delivery are subject to a restocking fee of 30% of the item's purchase price.
  • This fee helps cover the costs associated with processing and restocking returned items.

5. Inspection and Refund:

  • Once we receive the returned item, it will undergo a thorough inspection to ensure it meets our return eligibility criteria.
  • If the item meets our return requirements, we will issue a refund to the original payment method, minus any applicable restocking fees, within 5 business days.

6. Exchanges:

  • Unfortunately, we do not offer direct exchanges at this time. If you wish to exchange an item, please follow the return procedure outlined above and place a new order for the desired item.

7. Exceptions:

  • In the event of a manufacturing defect or damage during transit, please contact us immediately upon receiving your order for assistance with a replacement or refund.

8. Final Sale Items:

  • Certain items may be designated as final sale and are not eligible for return or exchange. Please refer to the product description or contact us for clarification before making your purchase.

9. Contact Us:

  • If you have any questions or concerns regarding our return policy, please don't hesitate to contact our customer service team for assistance.