FAQ
Which payment methods do you accept?
You can pay by credit card (Visa, Mastercard), PayPal, or Bitcoin. Card payments are processed by the secure platform Stripe: we never have access to your bank details.
How long does it take for my order to ship?
Hardware wallets and accessories in stock are shipped within 24 business hours from France. Allow 48 to 72 hours for delivery to a collection point or to your home. An email with the tracking number is sent to you as soon as your order is shipped.
How much does delivery cost?
In France, delivery to a Mondial Relay collection point is €4.25 and Colissimo home delivery is €5.25 for a standard parcel. It is free for purchases over €140. The exact price is displayed in the cart before payment.
Is the package discreet?
Yes. Your order is sent in neutral packaging, without any logo or mention of the contents. If you prefer not to share your address, choose delivery to a collection point. Everything is explained on the Confidential delivery page.
Do you deliver outside of France?
Yes, we deliver to France and several European countries, including Belgium, Luxembourg, the Netherlands, and Germany. Costs and delivery times depend on the destination and are indicated before payment.
Are your hardware wallets authentic?
Yes. The wallets are brand new and shipped in their original packaging, with the manufacturer's seals intact. Upon receipt, please verify that the seals have not been opened and always initialize the device yourself.
Which hardware wallet should I choose?
It depends on your usage: card format or screen device, NFC, Bluetooth or QR code connection, and budget. The comparator puts all models side-by-side, and our blog details every criterion. Have a specific question? Email us.
Does Neowalt have access to my recovery phrase?
Never. Your recovery phrase is generated by the device, at your home, during the first setup. Do not share it with anyone: neither Neowalt nor the manufacturer will ever ask you for it, whether by email, phone, or on a website.
Can I return a product?
Yes, you have 15 days after receipt to request a return. The item must be unused, in its original packaging, with seals intact. Write to us at contact@neowalt.com before sending anything: we will provide the instructions. Details can be found in our refund policy.
What should I do if my product arrives damaged or defective?
Contact us as soon as you receive it at contact@neowalt.com, with your order number and a few photos. We will proceed with an exchange or refund. All products are covered by the legal guarantee of conformity.
Are t-shirts and mugs shipped with the wallets?
No. T-shirts and mugs are printed on demand by our partner and then shipped separately. Please allow a few days for production in addition to shipping time.
How do I contact support?
By email at contact@neowalt.com or via the contact page. We respond in French, usually within 24 business hours.