FREQUENTLY ASKED QUESTIONS & OUR ANSWERS
Do you have questions concerning the order, the payment, or, more generally Neamedia? We have brought together a number of questions you frequently ask us.
If you have not been able to find the answer to your question, our customer service team is at your disposal. Don’t hesitate to contact us Monday through Friday (from 10:00 AM to 12:00 noon and from 2:00 PM to 6:00PM) by mail at helpdesk[@]neamedia.fr or by phone at this number: +33(0)1.42.08.70.16 .
Questions of general nature
Neamedia is a team of beautiful object enthusiasts, who, for over 10 years, have been designing and creating uncommon objects for our customers (publishers, luxury brands, contemporary artists).
Over time, our creative expertise has grown, particularly in the production of large size sculptures, of very high quality. To enhance this expertise, we naturally decided to launch a LifeSize Collection department, whose objective is to offer the public high quality sculptures, ranging, from 80 cm. to 110 cm., in limited numbered series.
All our sculptures are delivered with a certificate of authenticity. This document, which you will find in an envelope in the product packaging, should be saved. It will allow you to attest to the authenticity of your sculpture.
All our sculptures are produced in limited series. The label on the underside of the statue displays its serial number.
The ultra-brilliant lacquered finish of our sculptures does not require special care. However, in order to keeps its brilliance, we recommend that you simply remove any dust regularly with an anti-static cloth, and avoid long and intense exposure to the sun. Similarly we do not recommend exposure of the statue to the weather and to significant changes in temperatures.
Questions about orders
After you have selected and added your item(s) to the cart, click on the button “Confirm and pay”. A new window appears, in which you are asked to indicate your billing and shipping addresses.
If your billing address is different from your shipping address, you can of course specify a different delivery address. After providing this information, you can proceed to the payment page and select your method of payment. After you accept the general conditions of sale, you can send your order. Immediately afterward, you will receive a confirmation e-mail.
The prices shown on the site are indicated in euros and include all taxes. They do not include the added costs of delivery which are indicated prior to the order confirmation. No other customs duties or VAT will apply for a delivery within the European Union. Any change in the applicable rate will be reflected in the price of the products in the catalogue.
For delivery outside of the European Union, the customer will have to pay the customs duties, VAT or other taxes due on products imported into the country where the delivery is made.
The formalities relating thereto are also at the exclusive charge of the customer, unless otherwise indicated. The customer is solely responsible for checking the possibilities of importing the products with regards to territorial laws in their country.
At any time you can check the status of your order by sending an e-mail to the address helpdesk[@]neamedia.fr. Remember to mention your order number in your message.
Questions about payment
You can pay for your order online by credit card (Carte Bleue, Visa or Mastercard) or by Paypal. You can select your payment method when ordering. For payments by check issued by a bank domiciled in France or by interbank transfer you can request a purchase order by mail at helpdesk[@]neamedia.fr.
All your personal data are treated as confidential, in accordance with the legal regulations in force, including those of the data protection act and GDPR.
In order to secure your data during online payment, our payment interface uses advanced encryption techniques like Secure Socket Layer (SSL). SSL is a protocol standard that ensures the secure exchange of data. All of your data provided while ordering will be submitted to encryption.
Questions about delivery
We undertake to deliver your items no later than 30 days after the conclusion of the sale. Of course, this is a maximum delivery time, and we are doing everything we can to ensure delivery in the shortest possible time.
The expected time of delivery is also given in the confirmation you receive after you have completed your order. You can follow the status of your order by e-mail by sending a message to helpdesk[@]neamedia.fr, stating your order number.
There are two possible cases: either the selected item is temporarily out of stock, or it is no longer available because the limited series is exhausted.
- In the first case, we strive to avoid being out-of-stock and to offer you the fastest possible delivery. We produce limited series, all colours included.
- In the second case it is therefore possible that some items are exhausted, but still available in other colours. Do not hesitate to contact us to advise you on the availability of our sculptures.
Your order is carefully packed by our logistics service before being transported to your home or to the delivery address specified at time of the order, if it differs from the billing address.
Our sculptures are placed in a protective shell to ensure their safety, and packed in a cardboard box.
We advise you to carefully examine the product when it is delivered. If you notice damage to the sculpture, refuse delivery and/or address your specific concerns, in writing and dated, to the carrier by registered letter with confirmation of receipt within 3 days following the delivery of the products, and send a copy to Neamedia.
The cost of shipping varies as a function of the delivery area. It is indicated before payment, on the order confirmation page.
We ensure delivery in mainland France, as well as in some countries of the European Union. To deliver to a different area, please contact our logistics service who will consider your request, Monday to Friday (from 10:00 AM to 12:00 noon and from 2:00 PM to 6:00 PM by e-mail to helpdesk[@]neamedia.fr or by phone at this number: +33(0)1.42.08.70.16
Questions about product return or exchange
If a product does not meet your expectations, you have a period of fourteen (14) calendar days from the receipt of your order, the date on the delivery note, to exercise your right of withdrawal by sending us a letter or an e-mail. The return of items is at your own expense.
After receipt and verification of the status of the returned merchandise, we will refund you the amount within a period of fourteen (14) days maximum.
Please note that a credit on your credit card takes more time than a direct transfer to your bank account. Reimbursement by transfer depends on your bank and on your credit card provider.
For any request for commercial partnership, please contact us at this address: helpdesk[@]neamedia.fr.
If your question is not included in our “frequently asked questions”: Do not hesitate to contact our customer service by e-mail at helpdesk[@]neamedia.fr or by phone at the following number: +33(0)1.42.08.70.16 (open from 10:00 AM to 12:00 noon and from 2:00 PM to 4:00 PM) We will be happy to assist you.