FAQ

I need a product urgently. How long will it take to deliver?

We have multiple shipping partners so we can tailor an order for your needs. Simply give us a call and we will weigh up the options for you. We can dispatch and send for next day delivery as late as 5:30pm in urgent cases.

Do you ship internationally?

We dispatch our goods to customers in North America, Europe. Middle East and Asia. We can send via courier to make sure the package gets to you safe and sound.

My order has not been delivered in the given time frame?

Do not worry as we cover lost items. We will investigate any items on delivered with the courier and make sure the package gets to you. Simply give us a call or email us with your details

How can I track my order?

We will email you as soon as you made an order to confirm we have received your details. We will send a dispatch email to confirm we have sent the item.
If you have purchased a shipping option with tracking, then we will email tracking details of your order to you along with your dispatch confirmation. If you are a registered customer you can also find these details by logging into your account and viewing your order history

Can I upgrade my delivery service once the order has been dispatched?

Unfortunately once an order has been dispatched you can’t change the delivery service that you originally chose.

What if I no longer require the order?

Please check our online returns policy and you will find all the information you need.

How do I return an item?

If you’re unhappy with one of our items, please call or email us, mentioning the order number and the reason for returning the item. We will give you all the information necessary for sending the product back to us and we will offer you a refund/replacement as soon as possible.

Does The product have batteries included?

Normally, our products do not have batteries included, but in case the item comes with batteries, we will mention that on the product’s page.

My Product is not Working?

Read carefully all the instructions included in the pack and make sure to follow them.
Before contacting us, please make sure that the product has batteries inserted correctly (some batteries have a transparent plastic seal which needs to be removed to work properly). Also, keep in mind that the product’s cap needs to be screwed on tight for it to work.
If your product is USB rechargeable, please make sure that the item is fully charged. Check the power lights (most of the toys have them, to let you know the battery’s status).

Do you refund the delivery charge?

In case the product was faulty or incorrect, we will offer a refund for the delivery charge, as well. Please note we can only refund the delivery charge for goods ordered from NeoJoy if you have chosen to cancel your order with us within 14 days of receiving the goods. First, you need to notify our Customer Services team of this intention to cancel your order, and only after that, you’ll be able to get a refund for the delivery charge.

How long will it take for me to receive a refund?

If your item has been returned to us, it usually takes up to 5 working days to receive the refund.

Can I have my Parcel delivered on Bank Holidays?

Unfortunately, our delivery providers do not work on Bank Holidays, so the arrival of your parcel will be delayed for one day, in case you placed the order right before a Bank Holiday.

Can i cancle my Order?

If you want to cancel your order, please contact us as soon as possible, via phone. We are trying to dispatch your order as soon as possible, so if you call us before doing that, we can cancel your order with no problems. If by any chance, your order has been dispatched, you can return the products (intact, with all the seals and tags on them) and we will gladly issue a refund.

Can i remove or Add items from my order ,after its been confirmed?

We are trying to dispatch the order to you as fast as possible. Unfortunately, you cannot change the order, once confirmed. However, you can always return unwanted products and obtain a refund for them. Please check our Refunds & Returns page for more information

How do i use Wishlist?

First of all, you need to have a cigee account in order to use the Wishlist option. Browse our online shop, find the items you like and, by pressing the “Add to Wishlist” link, you make sure that all the products you’d like to buy are in one place. You can always review your Wishlist, to add or remove products from it.

The item I want is currently out of stock.How much time should I wait until its available again?

Usually, we refill the stock each week, but we suggest you to wait 10 working days. If the product you want to purchase is still out of stock, please contact us and we will let you know if and when will the product be available again. Also, you can add the item to your Wishlist, so you’ll be able to find it easier.

Is my transaction secure?

We can guarantee that shopping at Cigee is secure and safe. We make sure that the details you provide when ordering are under protection. Also, we don’t share any personal details of our customers, respecting their privacy.

I forgot my password.how can i access my account?

The login page has a “Forgot your password?” link. If you click on it, you’ll be asked to enter the email address for the account you want to log into. You’ll receive an email with all the steps you need to follow in order to change your password.Text