Frequently Asked Questions

Our products are handcrafted in Morocco by skilled artisans using traditional techniques. Each piece reflects the character of Moroccan craftsmanship and is carefully prepared before shipping.

Yes. Our products are handcrafted, which means small variations in color, texture, finish, pattern, shape, or dimensions may naturally occur from one piece to another.

These subtle differences are part of what makes each handcrafted piece unique and are not necessarily considered defects.

We make every effort to represent our products, materials, colors, and finishes accurately.

Because our pieces are handcrafted, slight variations may occur. Colors may also appear somewhat different depending on photography, lighting, and your screen settings.

Dimensions, materials, electrical specifications where applicable, and other relevant information are provided on each product page.

For lighting products, please review the specifications of the specific model you are purchasing and use a qualified installer where appropriate.

NEOMEDINA currently ships online orders to addresses within the United States only.

All NEOMEDINA orders are prepared and shipped directly from our workshop in Morocco.

Yes. Standard shipping to the United States is free.

The displayed product price includes standard U.S. shipping, applicable taxes, customs duties, and import charges.

No additional shipping, tax, customs, or import fees will be added at checkout or charged to you upon delivery.

Orders are generally processed within 1–3 business days after payment confirmation.

After dispatch, estimated shipping transit to the United States is 5–10 business days.

For standard orders, the estimated total delivery time is approximately 6–13 business days from payment confirmation.

Delivery times are estimates and may occasionally be affected by customs processing, carrier operations, weather, holidays, or other circumstances.

Once your order has been dispatched, we will send you a shipping confirmation email containing your tracking information.

You can also use our Track Your Order page to follow your shipment. Please allow some time for tracking information to update after your package has been handed over to the carrier.

No. Applicable customs duties, import charges, and taxes are included in the price you pay.

If a carrier or customs authority unexpectedly requests payment of a charge covered by NEOMEDINA, contact us at contact@neomedina.com before paying.

If you need to cancel your order, contact us at contact@neomedina.com as soon as possible.

Orders may be cancelled before they have been shipped or handed over to the carrier.

Once an order has shipped, immediate cancellation may no longer be possible. After delivery, you may request an eligible return under our 30-day return policy.

Contact us at contact@neomedina.com as soon as possible with your order number and the correct address.

If your order has already been shipped or handed over to the carrier, we cannot guarantee that the address can be changed or the package redirected.

We accept eligible returns requested within 30 days of delivery, including if you change your mind.

Returned products must be unused, in their original condition, and include the original packaging and all included accessories or components.

Please contact us before returning anything so we can provide the correct return instructions.

Yes. NEOMEDINA covers return shipping for eligible returns, including change-of-mind returns and damaged or incorrect products.

We will provide a prepaid return shipping label or arrange another prepaid return service.

No. There is no restocking fee for eligible returns.

NEOMEDINA-arranged return shipping is also not deducted from your eligible refund.

Yes. Eligible products may be exchanged within 30 days of delivery.

NEOMEDINA covers the return shipping of the original item and standard shipping of the replacement to your U.S. address.

Exchanges are subject to product availability.

Once your returned product has been received and inspected, we will notify you of the refund decision.

For an eligible return, the refund will be issued to your original payment method.

Your bank or payment provider may require additional processing time before the refund appears in your account.

Email contact@neomedina.com with your order number and the reason for your request.

We will provide the appropriate return or exchange instructions, return address, and prepaid shipping arrangement.

Please do not send a product back before receiving our instructions.

Contact contact@neomedina.com promptly with your order number, a description of the issue, clear photographs of the product, and photographs of the exterior and interior packaging where relevant.

Please keep the product and its packaging while we review your request.

We will arrange an appropriate resolution, such as a replacement or refund. If a return is required, NEOMEDINA will arrange and cover return shipping.

Contact us promptly at contact@neomedina.com with your order number, a description of the issue, and clear photographs.

We will review the situation and arrange an appropriate replacement or refund. If a return is necessary, return shipping will be covered by NEOMEDINA.

Yes. For orders shipped to the United States, the displayed product price includes standard shipping, applicable taxes, customs duties, and import charges.

You should not be charged additional shipping, tax, customs, or import fees at checkout or upon delivery.

Available payment methods are displayed at checkout. Payments are securely processed through the payment options available through our online store.

For questions about products, orders, shipping, returns, exchanges, or refunds, contact us at contact@neomedina.com.

When contacting us about an existing order, please include your order number so we can assist you more efficiently.

NEOMEDINA is operated by Velwer LLC.

30 N Gould St Ste R
Sheridan, WY 82801
United States

Our products are prepared and shipped from our workshop in Morocco.

Our registered business address is not a return address unless we specifically instruct you otherwise. Always contact us before returning a product.