Frequently asked questions

Is it possible to send goods to countries in the EU?

If you do not see your country listed in the available shipping options, please feel free to contact us at info@neven.cz — we will let you know if delivery to your country is possible.

Payment details:
- IBAN: CZ2820100000002600947109
- BIC/SWIFT: FIOBCZPPXXX

Delivery times to most EU countries are typically 2–5 business days depending on the selected shipping method. If you have any special requests, feel free to contact us, and we will be happy to assist you.

How much does shipping cost?

The cost of shipping depends on the chosen delivery method.
- Parcel Shop: from 4,50 EUR. Delivery to addresses, Pickup points, and lockers.
- Home Delivery: from 5,50 EUR. Pickup points and self-service lockers across the European Union EU.
- Within EU: 2–4 business days

Please select your country when entering our page. Then add the items you wish to purchase to the shopping cart and proceed to checkout, where all available shipping methods will be displayed. 

What payment methods do you accept?

We accept several payment methods to make your purchase as easy as possible:
1. Online payments:
- GoPay
- PayPal
- Revolut
- Apple pay
- Google pay

For bank transfers, please note that the payment will take 1–2 business days to be credited to our account. Once the payment is received, we will immediately start processing and shipping your order. If you need the goods faster, we recommend choosing another payment method such as online payment by card or cash on delivery.

For SEPA payments from other countries, please use the payment details above (IBAN and BIC).

Can I change or cancel my order?

Yes, if your order has not been shipped yet, you can change or cancel it. Please contact us as soon as possible by phone or email (info@neven.cz) with your order number and request. If the order has already been shipped, you can use your right to return the goods within 14 days of delivery.

Do you have a physical store?

No, we do not have a physical store, but you can pick up orders personally at our warehouse in Brno, Czech Republic. For a smoother process, please place your order in advance through our e-shop.

How do I return the goods?

Before returning the goods, please contact us via email at info@neven.cz.

Yes, returning of the goods is free of charge. Please contact us in advance, in order to provide you with the necessary information.

Return procedure:
1. Pack the goods in a suitable package (use a box, wrapping paper, or plastic wrap). Do not send the goods only in the original packaging.
2. Add a note with your order number to the package – without it, the return cannot be processed.
NOTE: Cash on delivery items will not be accepted!

I need something that you don't have.

Not a problem! Write to us at info@neven.cz, tell us what product you need, and we will try to find it for you at top quality and a reasonable price.

I would like to order a larger quantity than you have in stock. Is it possible?

Yes, we offer wholesale sales. Just contact us by email (info@neven.cz) and let us know which specific product you are interested in and in what quantity. We will order the goods for you and arrange all the necessary details. We also offer volume discounts. We will prepare an individual offer for you. If your purchase is large enough, we can deliver the goods within 7-10 business days.

Can your products be customized?

Yes, customization of our products is possible if your order is large enough. We will be happy to discuss all details with you, such as required changes, minimum order quantity, and customization options. For more information, please contact us at info@neven.cz.

Our goal is to meet the specific needs of each customer and ensure maximum satisfaction.

I am very satisfied, how can I thank you?

Your satisfaction makes us very happy! If you want to thank us, the most appreciated gesture is when you:
- Write a positive review on Google or other portals.

Your feedback helps us grow and improve our services, and can also inspire other customers. We thank you in advance!

I am not satisfied with the received product/service. What steps can I take to resolve this situation?

We are sorry that you are not satisfied. Please contact us at info@neven.cz or by phone at +420775263544. We will do everything we can to resolve your issue as quickly as possible.

Sometimes there may be an error during shipping or the goods may be defective. We deeply regret such situations, but they are resolvable. We can offer you:
- Product replacement
- Refund
- Alternative solution as agreed

Your satisfaction is our priority, and we always strive to find a solution that suits you.