FAQ

Frequently Asked Questions

Do you have questions about an order, payment, or Neamedia Icons in general? We have compiled a number of frequently asked questions into an FAQ. If you have not found the answer to your question, our customer service team is available to assist you. Feel free to contact us Monday to Friday (from 10 am to 12 pm and from 2 pm to 6 pm) at 01.42.08.70.16 or by email at client@neamedia-icons.com.

General Questions

Who are we?

Neamedia was founded in 2002 and entered the video game and figurine market. We quickly developed
unique expertise by leveraging emerging 3D modeling and capture technologies, combined with more traditional sculpting techniques.
This experience now allows us to offer high-quality creative, industrial, and logistical services to major brands in the
entertainment and luxury sectors for the launch of their new products.

For 15 years, our clients have entrusted us with the essence and codes of their brands, to which we add our
expertise in objects. Our business is growing rapidly. Our clients invite us to participate in increasingly important and
strategic projects. We thank them for their trust.
In recent years, we have decided to be more creative and take some liberties with the icons of the Neamedia label.

You may already know us, but you didn't know it yet...

What is a certificate of authenticity?

Some of our sculptures come with a certificate of authenticity. This document should be kept as it will attest to the authenticity of your sculpture.

Why are some of your sculptures numbered?

Some sculptures are produced in limited editions, which is why a serial number is indicated on the underside of the sculpture.

What are your tips for properly maintaining the sculpture?

Our sculptures are made of resin or fiberglass (Little Prince 110cm). To maintain their brilliance, we recommend dusting them regularly with an antistatic cloth and avoiding excessively long or intense sun exposure. Similarly, we advise against exposing our statues to bad weather and significant temperature changes.

Questions regarding orders

How can I order?

After selecting and adding your item(s) to the cart, click on your cart at the top right. A new page will appear, where you will enter your billing and delivery addresses. If your billing and delivery addresses differ, you can, of course, specify a different delivery address. You can then choose your delivery method (Colissimo or Click and Collect (pickup from our premises) when available).

Pickups are possible Monday to Friday (excluding public holidays) from 10 am to 5:30 pm.

To do this, you will need to present your order number and a valid ID, and sign a pickup slip to collect your order.

You have thirty (30) days from the order confirmation to pick up your order, failing which it will be cancelled and you will be refunded.

If a product does not meet your expectations, you have fourteen (14) calendar days from the receipt of your order (Date on which the package is considered "Delivered" on the carrier's tracking) to exercise your right of withdrawal.

What do the prices shown on your site include?

Prices indicated on the site are in euros and include all taxes (TTC). They do not include delivery charges, which will be calculated according to the delivery address indicated before order confirmation. No other customs duties or VAT will be payable for delivery within the European Union. Any change in the applicable VAT rate may be reflected in the selling price of the catalog products.

For delivery outside the European Union, you may be liable for customs duties, VAT, or other taxes due on the import of products into the country of delivery.

Related formalities are also your sole responsibility, unless otherwise indicated. You are solely responsible for verifying the possibility of importing ordered products under the law of the territory of the delivery country. Unless otherwise indicated, Neamedia cannot cover or refund these costs.

What is a pre-order and how does it work?

How it works:

Pre-orders allow our customers to get early access to certain products. Pre-orders offered on Neamedia Icons are open to all customers – unless special conditions apply. The date and duration of each pre-order are specified for each one. These operations may also be subject to certain limitations, such as the number of products allowed per customer.

Price and payment:

Unless otherwise indicated, the price of our products offered for pre-sale does not change upon official release.

In the case of a pre-order (ordering an item for pre-sale), payment for the selected item is made at the time of order.

Delivery times:

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

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

Information:

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

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 its original packaging. Return shipping costs will be at your expense. Download the withdrawal form

Questions regarding delivery

How long does it take for my item to be delivered?

Unless otherwise indicated, we commit to delivering your items no later than 30 days after the sale is concluded. Of course, this is a maximum timeframe, and we do everything possible to ensure delivery as quickly as possible.

In the case of a pre-order product, the delivery period starts from the release date indicated on the product sheet.

How are items shipped?

Your order is carefully packaged by our logistics provider before being delivered to your home or to the delivery address specified at the time of order, if it differs from the billing address.

Can I change my delivery method?

Once your order is validated, it is impossible to change your delivery method, as the amount corresponding to the chosen method has already been paid at the time of order.

What if my item arrives damaged?

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

My tracking link doesn't work, what should I do?

If your order tracking link 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.

What happens if a product is no longer available?

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

How are items packaged?

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

Do you also ship outside France?

We also deliver to the following countries:

Belgium, Germany, Italy, Spain and United Kingdom

For other countries, please contact us directly, we will try to find a solution to deliver our creations to you.

For delivery to another zone, do not hesitate to contact our logistics department, which will review your request, Monday to Friday (from 10 am to 12 pm and from 2 pm to 6 pm) by email at client@neamedia-icons.com, or by phone at +33(0)1.42.08.70.16.

How much does shipping cost?

Delivery is free for purchases of €50 (including tax) or more on the site. Below this amount, shipping fees apply. The shipping cost varies depending on the delivery method.

  • Via Colissimo Home Delivery: €9.90 (including tax)
  • Via Colissimo Pickup Point: €7.90 (including tax)

Is it possible to pick up my order via Click & Collect?

The customer has the option to collect their order free of charge from our premises using the Click and Collect option, subject to stock availability. Pickup is possible upon email confirmation.

Order pickups are made at the following address:

71 rue du Faubourg Saint Antoine, 75011, Paris

Questions regarding payments

What payment methods are accepted?

You are free to pay for your online order by bank card (Carte Bleue, Visa, or Mastercard) or by Paypal. You can select your payment method during the order process.

Is payment security guaranteed on your site?

All your personal data is processed confidentially, in accordance with current legal regulations, particularly those of the Data Protection Act of January 6, 1978, concerning computing, 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 secure data exchange. Sensitive data provided during the order is subject to encryption.

We use the Ogone (provided by HSBC) and Paypal payment modules. When placing an order, you temporarily leave our site to enter your bank details; the entire transaction takes place on the HSBC or Paypal banking site in encrypted mode.

My credit card payment failed, what should I do?

There are many reasons why a credit card may not be accepted:

  • The card is expired.
  • You have reached or exceeded your credit limit.
  • You have exceeded your daily charge limit.
  • A computer at the end of the transaction is experiencing technical issues.

If you experience problems submitting your credit card payment, you should contact your banking institution to verify the purchase attempt.

In some cases, your antivirus software may be the cause, via a banking protection module. Consult your provider's website for more details.

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

Promotional codes may be limited to one use per customer or be time-limited. If your promotional code does not work, even though you have never used it and are within the usage dates, 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 fourteen (14) calendar days from the receipt of your order to exercise your right of withdrawal.

You can send us your withdrawal request by mail (Neamedia, 71 rue du Faubourg Saint-Antoine, 75011 – Paris) or by email (client@neamedia-icons.com). The return of items is at your expense.

Download the withdrawal form

When and how will I be refunded?

After receiving and checking the condition of the returned merchandise, we will refund the corresponding amount within a maximum of fourteen (14) days.

Please note that a refund to 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?

Is your question not answered in our FAQ? Do not hesitate to contact our customer service by email at client@neamedia-icons.com, by phone at +33(0)1.42.08.70.16 (open from 10am to 12pm and from 2pm to 5pm), or directly via the chat module on the Neamedia Icons website. We will be happy to help you.