Shipping policy

Last updated: 18 October 2026

Where we ship

Worldwide, with a small number of destinations excluded where our carriers do not operate. If we cannot ship to your address, we will tell you and refund you in full.

Processing

Orders are prepared within 1–2 business days of payment. Orders placed on weekends or public holidays are processed on the next business day.

Delivery time

Delivery takes up to 14 days from dispatch. Most orders arrive well within that window; remote destinations and periods of customs congestion sit at the longer end of it.

Tracking

You receive a tracking number by email as soon as your parcel is dispatched. Tracking can take 2–3 days to show its first scan while the parcel moves through the first carrier hub — this is normal and does not mean the parcel is lost.

Shipping cost

Shipping is calculated at checkout and shown before you pay. Where a free shipping promotion is running, it is applied automatically.

Customs, duties, and taxes

International orders may be subject to import duties, taxes, or handling fees charged by the destination country. These are not included in our prices and are payable by you. We cannot predict their amount, and we cannot refund an order that is abandoned because these charges were not paid.

Address accuracy

Please check your address carefully before confirming. We cannot change an address once a parcel has been dispatched, and we cannot refund parcels lost because of an incorrect or incomplete address.

Delays

Customs inspections, carrier backlogs, severe weather, and peak shopping periods can extend delivery beyond our usual window. We will keep you informed, but these delays are outside our control.

If your parcel has not arrived

If 21 days have passed since dispatch and your parcel has not arrived, email support@opticneo.store with your order number. We open an investigation with the carrier and, if the parcel is confirmed lost, we send a replacement or issue a full refund.

Returned and undeliverable parcels

If a parcel is returned to us because it was unclaimed, refused, or undeliverable, we refund the order value minus the original outbound shipping cost.