FAQ

Simply choose your products, colours, sizes and quantities, then send your request through WhatsApp. We’ll check everything and confirm the order with you.

NEUS is for businesses, retailers and professional wholesale customers only.

No fixed minimum quantity is required unless stated on the product page. A minimum invoice value may apply.

You can mix available styles, colours and sizes based on current stock.

Unless stated otherwise, you can choose the colours and quantities you need.

Order confirmation within 2 working hours · Shipping within 24 hours

Certainly. Our showroom is equipped for livestreaming and live shopping, with high-speed internet throughout.

A variety of settings are available: outdoor spaces, indoor areas among the collections, and more elegant backdrops, adaptable to your needs.

Yes. We offer relabelling for selected in-stock products and customised production.

On selected products. Relabelling existing stock is a paid service. The cost depends on the quantity and work required.

You can provide your own labels.

We can produce selected styles with customised labels, colours, branding or other details.

Minimum quantities depend on the product and type of customisation. Send us your request and we’ll confirm the details.

No. Prices are normally shown excluding VAT. Any applicable VAT will be added when we confirm your order.

We’ll confirm the final total after checking stock, VAT, shipping and any additional services.

Not yet. Your submission is an Order Request. We’ll check the stock first and then confirm the order with you.

We keep it updated as much as possible, but stock can change quickly because we also sell through our showroom.

We’ll contact you and suggest an alternative, adjust the quantity or let you know when it may be available again.

Yes, when possible. If the items are available and the order is confirmed early enough, we can often prepare or dispatch it the same day.

It depends on the destination, number of cartons and transport method. We’ll confirm the shipping cost before finalising your order.

You can arrange your own carrier or collection.

Items without defects are normally not accepted for return or exchange, including incorrect customer selections, changes of mind or unsold stock. For special situations, contact NEUS on WhatsApp first: any exception must be agreed.

Please check the goods on receipt. If items are damaged, defective, incorrect, missing or do not match what was agreed, contact us promptly, preferably on WhatsApp. Provide the order reference, item code, affected quantity and a description of the issue. Include photos or videos when useful to help us verify it.

Before returning goods, contact NEUS on WhatsApp to agree the handling, return address and transport arrangements. Do not send goods back without agreeing the return first.

For agreed returns and exchanges, transport costs are paid by the customer, unless otherwise agreed by the parties or required by applicable law.

Mandatory rights and provisions under applicable law remain unaffected. The 14-day withdrawal right for consumer distance purchases is not automatically a return or complaint deadline for professional B2B purchases. Applicable deadlines and rights depend on the relevant law and valid agreements between the parties.

Yes, of course. Wholesale customers are welcome to visit our showroom in Prato and choose products directly.

You can visit without an appointment. For larger orders or dedicated assistance, you can message us in advance.

We can also show you available products by video call if you cannot visit in person.