Frequently Asked Questions

Last updated: 5 May 2026

1. What is Neseona?

Neseona is an online store offering romantic gift products for special occasions, couples, anniversaries, birthdays, surprises, and meaningful moments.

2. How can I contact customer support?

You can contact us by email at support@neseona.shop or by phone at +44 7493 999310.

3. What is your order processing time?

Orders are usually processed within 1–2 business days after payment confirmation.

4. How long does shipping take?

Estimated shipping time is 2–7 business days after order processing.

5. Do you ship internationally?

Yes, we offer international shipping. Delivery times may vary depending on the destination country, customs checks, and courier availability.

6. Can I track my order?

Yes. If tracking is available for your order, tracking details will be provided by email after dispatch.

7. What payment methods do you accept?

We currently accept payments through PayPal only.

8. Can I pay by credit or debit card?

Payments are handled through PayPal. Depending on PayPal availability in your country, PayPal may allow payment by card without creating a PayPal account. This option is controlled by PayPal and may not be available in all locations.

9. What is your return window?

We accept eligible return requests within 14 days of delivery.

10. What condition must returned items be in?

Returned items must be new, unused, and in their original condition with original packaging where applicable.

11. Who pays for return shipping?

Approved returns are provided at no cost to the buyer.

12. How long do refunds take?

Approved refunds are processed within 7 days after we receive and inspect the returned item. Your bank or payment provider may take additional time to post the refund.

13. Do you allow exchanges?

Yes, exchanges are allowed for eligible products, subject to availability.

14. What should I do if my item arrives damaged or incorrect?

Please contact us at support@neseona.shop with your order number and clear photos of the item and packaging. We will review the issue and provide a suitable solution.

15. Where is Neseona located?

Our store address is: