SpaceNeil Customer Service
Frequent Asked Questions
I need further information regarding my order
We are here to help! Get in touch with us via live chat, email, Facebook private message or Twitter DM.
My parcel has not been delivered yet. What should I do?
Please get in touch with our Customer Service team at your earliest convenience so we can investigate on your order and locate the parcel for you.
I chose Super Saver / Priority Saver at Checkout. Why was my order shipped via DHL Express?
It means your order shipping method was upgraded to our premium option. We are happy to upgrade orders to DHL Express for faster, hassle-free delivery experience everytime we have the chance to do so. Most importantly DHL Express has full live tracking capabilities, something regular shipping methods partially or totally do not have. Please notice all shipping upgrades are complimentary, free of charge.
My order status says "Completed", what does that mean?
Order status Completed means your order has been processed and shipped to your delivery address. You should have received an automated notification email with tracking details (if available) upon dispatch. If you are unable to locate the email, drop us a line. We will resend it right away.
My order is marked "Temporary On-Hold", what does that mean?
Orders are moved to Temporary On-Hold while being investigated by our Customer Service team to resolve any issue brought to our attention. This is a standard procedure, our Customer Service agents will be in touch with your shortly to resolve the case and update the order.
I would like to return / exchange an item. Now what?
Sure, get in touch with us for initiate the return / exchange procedure. We will send instructions on how to use our automated Returns Center for quick, hassle-free returns and exchanges.