FAQ
Common questions about shopping with ŃEON — shipping, sizing, payments, returns, and how our made-to-order model works. If your question isn't answered here, WhatsApp us on +971 56 194 6201 or email support@neonshop.world.
Orders & payments
What payment methods do you accept?
PayPal, Apple Pay, Google Pay, and all major credit and debit cards (Visa, Mastercard, American Express) via Shopify's PCI-compliant secure checkout. Payment details never touch our servers.
Is checkout secure?
Yes. Checkout runs on Shopify with 256-bit SSL encryption and 3-D Secure verification on card payments. You'll see the padlock in your browser bar throughout the process.
Do prices include VAT?
All prices shown on the site are the final price you pay, in UAE dirhams (AED). There are no hidden import fees, customs charges, or handling surprises at checkout.
Can I change or cancel my order?
Yes, within 12 hours of placing the order, before production starts. Message us on WhatsApp with your order number and we'll adjust it. After 12 hours the item has usually entered the print or pick queue.
Shipping & delivery
Do you ship outside the UAE?
Not right now — UAE only. That covers Dubai, Abu Dhabi, Sharjah, Ajman, Ras Al Khaimah, Fujairah, and Umm Al Quwain.
How much is delivery?
Flat 20 AED across every emirate, regardless of order size or item count.
How long does delivery take?
Items are made to order and typically ship in 3–5 working days. Once dispatched, courier delivery usually takes 1–2 business days depending on the emirate — most Dubai and Sharjah orders land next-day.
How do I track my order?
You'll get an email confirmation when you place the order and a second email with a tracking link the moment the courier scans your parcel. You can also message us on WhatsApp with your order number for a live update.
Products & sizing
Is everything authentic?
Yes. Perfumes are sourced from recognised houses and confirmed against batch codes. Jerseys are inspected for stitch quality, badge alignment, and fabric weight. Silver jewellery is stamped 925 sterling.
How do I pick the right jersey size?
Jerseys run in standard S, M, L, and XL. Our size guide (linked from every product page) lists chest and length in centimetres. If you're between sizes on a slim modern kit we usually recommend sizing up; on a boxy retro cut, take your regular size.
Can I add custom name and number printing?
Yes, on eligible current-season jerseys. Toggle the "Print Name & Number" option on the product page, enter your name and number, and a 40 AED companion line is added to your cart with the print details attached for our production team.
How do I know a perfume will suit me?
Every fragrance page lists notes and character (fresh, woody, sweet, spicy, etc.). If you're unsure, WhatsApp us with a scent you already like and we'll recommend something in a similar profile.
Returns & refunds
Can I return an item?
Yes, within 7 days of delivery on unused, unopened items in original packaging. Custom-printed jerseys, opened perfumes, and worn jewellery are non-returnable because they're personalised or hygiene-sensitive. Full policy on our Refund Policy page.
How long do refunds take?
Approved refunds are processed to your original payment method within 5–10 business days once we've received and inspected the returned item.
What if my order arrives damaged?
Email a photo to support@neonshop.world within 48 hours of delivery and we'll arrange a free replacement or full refund — you won't be asked to return a damaged item at your own cost.