Shipping policy
The Neor Luxe Promise
Shipping & Delivery
Every Neor Luxe piece travels free, to every country we serve — tracked from our workshop to your hands, and released only to a signature.
How We Send Your Jewelry
Discreet packaging · Full tracking · Signature on delivery
Fine jewelry deserves more care in transit than a package of anything else, and we treat it that way. Every Neor Luxe piece is checked against its certificate, sealed in unmarked packaging that gives no hint of what is inside, and dispatched with tracking and a signature requirement.
Shipping is complimentary on every order, worldwide — there is no minimum spend and no excluded country. Most orders are dispatched within 5-6 business days of payment clearing, and standard transit runs 8 to 12 business days. In practice, most customers have their piece in hand within three to four weeks of ordering.
Two Stages, One Journey
Where your order is, and what is happening to it
In Our Workshop
Once payment clears, your piece is inspected against its GRA certificate, polished, photographed and packed. Ready-to-ship items are dispatched within 5-6 business days. Made-to-order, engraved and bespoke pieces need production time first, and we will tell you the timeline when you order.
In Transit
Standard delivery takes 8 to 12 business days from dispatch. You will receive a tracking number by email the moment your package leaves us. Business days exclude weekends and public holidays in both the origin and destination countries.
Ordering for a proposal or a date that matters? Write to support@neorluxe.com before you order and tell us the date. We will confirm honestly whether standard service will make it, recommend express if it will not, and flag anything that could put the date at risk.
At a Glance
The essentials, in one place
| Detail | Our Policy |
|---|---|
| Shipping cost | Complimentary worldwide on every order — no minimum spend |
| Dispatch time | 5-6 business days after payment clears, for in-stock pieces |
| Standard delivery | 8–12 business days from dispatch |
| Express delivery | Available at checkout — the rate and estimated date are shown before you pay |
| Tracking | Provided by email on dispatch, and at neorluxe.com/apps/track123 |
| Signature | Required on delivery for every package |
| Packaging | Discreet and unmarked — nothing on the exterior indicates jewelry |
| Destinations | Worldwide, subject to carrier service in your area |
| Duties & taxes | Varies by destination. Where they apply, the amount is shown at checkout or billed by the carrier on arrival. |
| Made-to-order pieces | Production time is added before dispatch and confirmed when you order |
Tracking Your Order
From the moment your piece leaves us
Your Confirmation Email
The moment your package is collected, we email you the tracking number, the carrier, and an estimated delivery window. If it has not arrived within an hour of dispatch, check your spam folder before writing to us.
Follow It Yourself
Track your package any time at neorluxe.com/apps/track123 using your order or tracking number. Carrier scans can take 24 to 48 hours to appear after dispatch, and international packages often go quiet for several days while clearing customs. Silence at that stage is normal.
Signature on Delivery
Every package requires a signature, so please use an address where someone can receive it. If nobody is available, the carrier will leave a card and attempt redelivery or hold the package at a local depot for collection.
International Orders
Duties, taxes and customs clearance
We ship worldwide at no cost to you, but import charges are set by your own government rather than by us, and they vary considerably by destination.
- Where duties are prepaid, the amount is calculated and collected at checkout. Nothing further is owed when your package arrives.
- Where they are not, your carrier or customs authority will contact you for payment before releasing the package. These charges are the customer's responsibility.
- Which applies to you is shown at checkout once you enter your delivery address, before you pay.
- Customs clearance can add several days to transit, and occasionally longer during peak periods. This sits outside our control and outside the carrier's.
Refusing a package does not cancel the charges. If a package is refused at delivery or abandoned at customs, it is generally returned to us at cost, and any duties already incurred are not recoverable. If you are unsure what you will owe, write to us before ordering and we will help you find out.
Delivery Addresses
The one thing we cannot fix after dispatch
Please check your address carefully before paying. Once a package is with the carrier, the address cannot be changed, and a piece sent to a wrong address is very difficult to recover.
- Write to us immediately if you spot a mistake — if we catch it before dispatch, we can correct it free of charge.
- We cannot accept responsibility for packages delivered correctly to an address you provided.
- Packages returned to us because of an incorrect or incomplete address can be resent, though a reshipping fee may apply.
- We recommend a home or workplace address over a locker or collection point, since a signature is required.
If Something Goes Wrong
Lost, delayed, damaged or marked delivered
It is rare, but it happens. In every case the first step is the same: write to support@neorluxe.com with your order number, and we will open an investigation with the carrier on your behalf.
- Tracking has not moved in over a week. Contact us and we will chase the carrier directly rather than leaving you to do it.
- Marked delivered but not received. Check with neighbors and household members first, then write to us within 7 days of the delivery scan so we can request proof of delivery and the signature record.
- Arrived damaged. Photograph the package and its contents before unpacking further, and send the images to us the same day. See our Return & Refund Policy — damaged goods are replaced or refunded in full.
- Delayed beyond the estimate. Estimates are exactly that. Carrier backlogs, customs, weather and public holidays all move the date, and we will keep you informed where a delay is significant.
Once a package is accepted by the carrier, it is in their custody rather than ours. That does not mean we hand you off to them — we will pursue the claim with the carrier ourselves and stay in touch with you until it is resolved.
Questions, Answered
The things customers most often ask us
How much does shipping cost?
Nothing. Neor Luxe ships free to every country we serve, on every order, with no minimum spend. Express delivery is available at checkout for a fee if you need your piece sooner.
How long will my order take to arrive?
Most orders are dispatched within 5-6 business days, and standard delivery takes 8 to 12 business days from dispatch. Allow roughly three to four weeks in total. Made-to-order and engraved pieces need production time on top.
Do you ship to my country?
We ship worldwide wherever our carriers operate. Enter your address at checkout and you will see the available services, the delivery estimate, and any duties, before you pay.
Will I have to pay customs or import duties?
It depends on your country. For some destinations duties are calculated and prepaid at checkout, so nothing is owed on arrival. For others, your carrier or customs authority will bill you before releasing the package. Checkout tells you which applies once you enter your address.
Is my package tracked?
Yes. Every order ships with tracking, and we email you the number and carrier on dispatch. You can also follow it at neorluxe.com/apps/track123. Scans can take a day or two to appear, and international packages often pause while clearing customs.
Does someone need to be home to sign?
Yes. Every package requires a signature on delivery, which protects your piece against theft and disputed deliveries. If nobody is available, the carrier will leave a card and either attempt redelivery or hold the package locally for collection.
Is the packaging discreet?
Yes. Nothing on the outside of the package identifies the contents as jewelry, and the sender details are deliberately plain. Inside, your piece arrives in its Neor Luxe box with its certificates.
Can I change my delivery address after ordering?
Only before dispatch. Write to support@neorluxe.com as soon as you notice the error and we will correct it free of charge if the package has not yet left us. Once it is with the carrier, the address cannot be changed.
My tracking says delivered, but I have nothing. What now?
Check with neighbors and anyone else at the address first, then write to us within 7 days of the delivery scan. We will request the proof of delivery and signature record from the carrier and open an investigation on your behalf.
Can I order for a specific date, like a proposal?
Please write to us before you order with the date in mind. We will tell you honestly whether standard service will make it, whether express is needed, and whether anything about your piece could put the date at risk.
Customer Care
Questions About Your Delivery?
Our team replies within one business day, seven days a week. Have your order number to hand and we will find your package.
Write to UsEmail support@neorluxe.com
Phone +1 (917) 526-8310
Track neorluxe.com/apps/track123 Please allow 24–48 hours after dispatch for tracking to update.
Last updated August 17, 2026 · Neor Luxe · GRA Certified Moissanite & Fine Jewelry