Last updated: 12 October 2026

1. DELIVERY AREA
We deliver to the following countries.
– European Union: Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.
– Outside the European Union: Iceland, Liechtenstein, Norway, Switzerland, United Kingdom (see section 5).“France” means mainland France, including Corsica. We do not deliver to French overseas departments and territories, the Canary Islands, Ceuta and Melilla, or any other territory outside the EU customs or VAT area.

2. CARRIERS

• Colissimo (La Poste): home delivery in all countries listed above.
• Mondial Relay: delivery to a relay point in Austria, Belgium, France, Germany, Italy, Luxembourg, the Netherlands, Poland, Portugal and Spain.
  You choose your delivery option at checkout.

3. PREPARATION AND DELIVERY TIMES
Orders are prepared and shipped within 3 working days after payment. Made-to-order and customized Products have a production time, which is stated on the Product page and in the order summary before you validate your order.
Transport times after we hand the parcel to the carrier are indicative:

• Colissimo: about 2 working days in France, 3 to 7 working days elsewhere.
• Mondial Relay: about 3 to 4 working days in France, 4 to 7 working days elsewhere.
  If no other date was announced, we deliver no later than thirty (30) days after your order. In case of late delivery, your rights are described in article 5.3 of our Terms of sale.

4. SHIPPING COSTS
The shipping cost depends on the weight of the parcel (packaging included), the carrier and the destination. The amount is displayed at checkout before you pay. Within the European Union, no customs duties apply and the shipping cost displayed is the only delivery charge.

5. DELIVERIES OUTSIDE THE EUROPEAN UNION
For Iceland, Liechtenstein, Norway, Switzerland and the United Kingdom, we only charge the shipping cost. Import VAT, customs duties, taxes and customs clearance or handling fees charged by the customs authorities or the carrier are not included in our prices and are payable by you on delivery. We do not control these amounts. You are responsible for checking that importing and owning the Products is lawful in your country, and we may refuse or cancel an order bound for a country where such Products are prohibited, with a full refund. If you refuse the parcel or do not pay these charges and the parcel is returned to us, the return costs are borne by you, without prejudice to your statutory rights.

6. TRACKING
You receive a tracking number by email when your parcel is shipped.

7. DISCREET PACKAGING
Our parcels are discreet: nothing on the outside mentions the contents. The sender name on the label is either “NeitaToys” or “SCC Fursuits”. As on any parcel, the carrier’s name appears on the label.

8. COLLECTION AT A RELAY POINT AND ABSENCE
Mondial Relay parcels must be collected within the carrier’s holding period, from the day after delivery to the relay point: 5 days in France, 7 days in Italy, 8 days in Belgium, Luxembourg, the Netherlands, Spain, Portugal, Germany and Austria, and 3 days in Poland. These periods may vary by relay point. After that, the parcel is returned to us and re-delivery costs are borne by you (article 5.6 of our Terms of sale).

9. DAMAGED OR LOST PARCELS
The risk of loss or damage passes to you when you physically receive the parcel. If your parcel arrives damaged, please photograph the packaging and contents and write to ReplaceHelloNeitatoys as soon as possible, ideally within 72 hours, with your order number. If your parcel does not arrive or the tracking shows it as lost, contact us as well. We handle the claim with the carrier at no cost to you and, depending on the case, send a replacement or refund you. Your statutory rights are not affected.

10. RETURNS
See our Refund and return policy and article 9 of our Terms of sale.

11. PERSONAL DATA
Carriers receive your name, delivery address and, where needed, your email address or telephone number to deliver your parcel. See our Privacy policy.