Frequently Asked Questions

Frequently Asked Questions

Do you have any questions about an order, a payment or more generally, Neamedia Icons? We have compiled a number of questions that you frequently ask us. If you have not been able to find the answer to your question, our customer service is at your disposal. Feel free to contact us from Monday to Friday (10am to 12pm and 2pm to 6pm) at 01.42.08.70.16 or by email to: client[@]neamedia-icons.com.

General questions

Who are we ?

Neamedia specialize in the creation of extraordinary objects, such as figurines, sculptures, collector’s editions and much more and we collaborate with world leaders in video games and luxury products. A total of more than 10 million items have been delivered worldwide, including exclusive Pokémon figurines, the Zelda Breath of the Wild collector’s box set, the Chanel music box, Berluti store window displays and many more!
Neamedia diversifies by creating their own sculptures under the Neamedia Icons label. This is a way to revive the pop culture heroes who have left their mark on generations through original artistic objects.

+ For further information: Neamedia Icons

What is a certificate of authenticity?

Some of our sculptures are delivered with a certificate of authenticity. This document is to be kept because it will allow you to certify the authenticity of your sculpture.

Why are some of your sculptures numbered?

Some sculptures are published in limited series, which is why a serial number is indicated underneath the sculpture.

What are your tips for maintaining the sculpture?

In order to keep it shiny, we advise you to dust it regularly with an antistatic cloth and to avoid prolonged or intense exposure to the sun. We also advise against exposing the statue to bad weather and excessive temperature changes.

Questions about orders

How can I order?

After you have chosen and added your item(s) to the basket, click on the “Validate my basket” button. A new page appears, asking you to enter your billing and delivery addresses. If your billing and delivery addresses differ, you can of course enter another delivery address.

After providing this information, you can proceed to payment and select your payment method. Once your order has been confirmed, you will receive a confirmation email. The validation of your order requires the acceptance of the general terms and conditions of sale.

How do I check my order information?

To check your order information, go to my account and click on my orders.

What do the prices indicated on your site include?

The prices indicated on the website are in euros and include VAT (all taxes included). They do not include delivery costs, which will be calculated according to the delivery address indicated before validation of the order. No other customs duties or VAT will be payable for a supply within the European Union. Any change in the applicable VAT rate may be reflected in the selling price of the products in the catalogue.

For deliveries outside the European Union, you may have to pay customs duties, VAT or other taxes due on the importation of the products into the country where the product is to be delivered.

The related formalities are also at your expense exclusively, unless otherwise specified. You are solely responsible for verifying whether and under what conditions the law of the country of delivery allows the importation of the products ordered. Unless otherwise indicated, Neamedia will not be able to cover these costs or reimbursements.

How can I check the status of my order?

You can check the status of your order at any time by going to the following page:
+ My orders

What is a preorder and how does it work?

Operation:

Pre-orders allow our customers to have a preview of certain products. Pre-orders offered on Neamedia Icons are open to all customers – unless otherwise specified. The date and duration of each pre-order are specified. These operations may also be subject to certain limitations, such as the number of products authorized per customer.

Prices and payment:

Unless otherwise indicated, the price of our products offered for pre-sale does not change when they are officially released.
In case of a pre-order (order of an item in pre-sale), payment for the selected item is made at the time of ordering.

Delivery times:

We undertake to deliver your items to you no later than 30 days after the official release of the product you have pre-ordered. The official release date is indicated on the presentation page of each pre-order product.

Of course, this is a maximum deadline and we do our best to ensure delivery as soon as possible. The delivery time is also included in the confirmation you receive after placing your order.

Information:

It is possible that some pre-ordered products might be subject to some changes (appearance, deadlines). In this case, it will be explicitly noted on the page of the product in question that it may be subject to such changes. In this case, you will receive an email to inform you of the changes implemented.

The delivery address indicated contains an error, what should I do?

Two scenarios:

  • Fortunately, your order has not yet been shipped, contact us immediately to change your delivery information. You can reach us by email at: client[@]neamedia-icons.com, or by phone at + 33 (0)1.42.08.70.16
  • Or, the order is already shipped, so there is nothing we can do to change your details.

In both cases, you are required to verify your delivery information before the final validation of the order

How to cancel an order?

Two scenarios:

  • You wish to cancel an order that has not yet been shipped: contact us as soon as possible by email at: client[@]neamedia-icons.com or by phone at +33(0)142087016
  • You wish to cancel an order that has already been shipped: you benefit from the legal withdrawal period of fourteen (14) days. Download our withdrawal form, then return the unused item in the original packaging. You are responsible for the return shipping costs.

+ Download the withdrawal form

Questions about delivery

How long does it take to deliver my item?

Unless otherwise specified, we undertake to deliver your items no later than 30 days after the conclusion of the sale. Of course, this is a maximum deadline and we do our best to ensure delivery as soon as possible. The delivery time is also included in the confirmation you receive after placing your order.

In case of an order for a product in pre-sale, the delivery time begins from the date of issue indicated on the product sheet.

What happens if a product is not available?

There are two scenarios: either the selected item is temporarily out of stock or it is no longer available because the limited edition is sold out. In the first case, we do everything possible to limit stock shortages and offer you the fastest possible delivery. In the second case the item might be out of stock, but still available in other colors.

How are the items shipped?

Your order is carefully packed by our logistics service provider before being delivered to your home or to the delivery address specified at the time the order was placed, if this differs from the billing address.

How are the items packaged?

Our products are placed in a protective shell to guarantee their safety and packed in a cardboard box.

Can I change my delivery method?

Once your order has been confirmed, it is impossible to change your delivery method, the amount corresponding to the chosen method having already been paid at the time the order was placed.

How much does shipping cost?

The cost of shipping varies depending on the delivery area and the weight of the product. It is indicated before payment, in the order confirmation page, when you have indicated your delivery address.

Depending on your delivery area, you can also choose different delivery methods.

What if my item arrives damaged?

If you notice any anomalies, you must refuse to accept the products and communicate handwritten, precise and dated reservations. These reservations must be confirmed with the carrier by registered letter with acknowledgement of receipt within three (3) working days following the delivery of the products. A copy should be sent to Neamedia 71 rue du Faubourg Saint Antoine 75011 Paris, FRANCE or by email to the following address: client[@]neamedia-icons.com.

+ For further information: general terms and conditions of sale

Do you also ship outside France?

We ensure delivery in the following countries:
For products that weigh less than 10 kg

 Zone 1 Metropolitan France, Monaco, Andorra
Zone 2 Germany, Belgium, Luxembourg, Netherlands
Zone 3 Ireland, Austria, Spain, Italy, Portugal, United Kingdom, Switzerland
Zone 4 Denmark, Lithuania, Latvia, Hungary, Estonia, Poland, Czech Republic, Slovakia, Slovenia
Zone 5 Algeria, Morocco, Tunisia, Finland, Greece, Iceland, Norway, Sweden, Turkey
Zone 6 China, South Korea, Hong Kong, India, Israel, Japan, Singapore, Taiwan, Thailand, Vietnam, Russia, Canada, United States, Australia
Zone 7 Reunion Island, Mayotte, Guadeloupe, Martinique, Saint Barthélemy, Saint Pierre and Miquelon, Saint Martin (French part), Saint Martin (Dutch part), Guyana, French Guiana
Zone 8 Antarctica, French Southern Territories, New Caledonia, French Polynesia, Wallis and Futuna

For products that weigh more than 10 kg

Zone 1 Metropolitan France, Monaco, Andorra
Zone 2 Germany, Belgium, Netherlands, Luxembourg
Zone 3 Italy, Spain, Switzerland, Austria, Denmark, Finland, Greece, Sweden, Ireland, Portugal, United Kingdom
Zone 4 Cyprus, Bulgaria, Croatia, Bulgaria, Czech Republic, Malta, Romania, Hungary, Poland, Slovakia, Slovenia, Estonia, Latvia, Lithuania
Zone 5 Belarus, Norway, Macedonia, Turkey, Ukraine

Please note that delivery may not be possible in some countries (especially for large products not handled by our carrier).

For questions concerning delivery to another area, do not hesitate to contact our logistics department from Monday to Friday (10am to 12pm and 2pm to 6pm) by email at: client[@]neamedia-icons.com, or by phone at +33(0)1.42.08.70.16.

My tracking link does not work, what should I do?

If the tracking link for your order does not work, you can contact us by email at: client[@]neamedia-icons.com, or by phone at +33(0)1.42.08.70.16.

Questions about payments

What are the accepted payment methods?

You are free to pay for your order online by credit card (Visa or Mastercard) or by PayPal. You can select your payment method when ordering.

Is payment security guaranteed on your site?

All your personal data are treated confidentially, in accordance with the legal regulations in force, in particular those of the Data Protection Act of 6 January 1978 relating to data processing, files and freedoms.

To secure your data during online payment, our payment interface uses advanced encryption techniques such as Secure Socket Layer (SSL). SSL is a standard protocol that ensures the secure exchange of data. Sensitive data provided during when an order is placed are subject to encryption.

We use the Ogone payment modules (provided by HSBC) and PayPal. When you place an order, you temporarily leave our site to register your bank details, the entire transaction is carried out on the HSBC or PayPal banking site in encrypted mode.

Payment of my order by credit card has failed, what should I do?

There are many reasons why a credit card is not accepted:
• The card has expired.
• You have reached or exceeded your credit limit.
• You have exceeded your daily charge limit.
• A computer at the end of the transaction has technical problems.
If you have any problems when submitting your credit card payment, you should contact your bank.
In some cases, it is possible that your antivirus is involved through a banking protection module. Check your supplier’s website for more details.

My promotional code doesn't work or no longer works, what should I do?

Promotional codes can be limited to one use per customer or be limited in time. If you have never used your promotional code and you are attempting to use it within the usage dates and it does not work, please contact us by email at: client[@]neamedia-icons.com.

Questions regarding exchanges and returns

Is there a return deadline?

If a product does not meet your expectations, you have a period of fourteen (14) calendar days from the receipt of your order to exercise your right of retraction.
You can send us your withdrawal request by post (Neamedia, 71 rue du Faubourg Saint-Antoine, 75011 – Paris) or by e-mail (client[@]neamedia-icons.com). The return of the items is at your expense.

+ Download the retraction form

When and how am I reimbursed?

After receipt and verification of the condition of the returned goods, we will refund the corresponding amount within a maximum of fourteen (14) days.
Please note that a refund on your credit card may take longer than a bank transfer.

Other questions

I would like to work with Neamedia, how can I contact you?

For any commercial partnership request, please contact us at this address: client[@]neamedia-icons.com.

How to contact customer service

Your question is not in our “Frequently Asked Questions” section? Feel free to contact our customer service by email at: client[@]neamedia-icons.com, by phone at the following number: +33(0)1.42.08.70.16 (open from 10am to 12pm and from 2pm to 6pm) or directly via the chat module on the Neamedia Icons website. We will be happy to help you.