FAQ's
Wondering how Neow works, how to activate it or what's included? You're not alone! We've put together a list of the questions we're asked most often
General questions
We tell you the essentials about the smartphone, how to use it and what makes it unique.
Do I need to create an account to order?
No, you don't have to register.
However, we highly recommend it! By creating an account, you'll benefit from a faster checkout process, easily track your orders, save your favorite products and receive exclusive offers and updates.
What is your warranty policy?
The buyer has 2 years from delivery of the goods to take action and benefit from the warranty.
Our after-sales service will decide whether to repair or replace the product.
To find out more about our product warranties, please refer to our General Terms and Conditions of Sale.
What's included in the NEOW box?
The NEOW is sold with charger and C-type cable, user manual, warranty card and illustrated silicone case.
Is NEOW equipped with parental controls?
Yes, NEOW works with Android and you can set up Google's parental control, Family Link.
Via the application you can :
- Block applications you don't want your child to download,
- Manage usage time and time slots for certain applications and for NEOW as a whole
Technical Questions
Here we answer all your questions about the features, configuration and settings of the Neow smartphone.
How do I contact technical support?
Our technical department is available and can be contacted from Monday to Thursday from 8.30am to 12pm and from 1.30pm to 5.30pm and on Friday from 8.30am to 12pm.
By telephone 04 84 256 266
Or by e-mail contact@neow-kids.com
How does NEOW work?
The NEOW works like a classic Android smartphone, but with fewer features:
There's no Internet search bar, and a personalized Store with a few applications you can download. All others are blocked.
Is there internet?
Yes, the NEOW works with the Internet to use the applications, but there is no possibility of searching the Internet.
Is there wifi?
Yes, you can connect NEOW to wifi.
Does it have Bluetooth?
Yes, you can use the Neow's Bluetooth to connect it to wireless headphones, a connected watch, speakers and so on.
Do I need a SIM card in the NEOW?
Yes, to be able to use NEOW's call, message and 4G features, you need to insert a Nano SIM card with a package.
Which package to choose for NEOW?
Here's what you need:
- Nano SIM card
- Mobile plan with calls, SMS and a small data volume (approx. 500 MB/month is sufficient)
- No commitment recommended (more flexible)
No need for a big data plan! NEOW doesn't let you browse the Internet or download apps, so consumption is low.
Compatible packages :
- All traditional operators (Orange, SFR, Bouygues, Free)
- Low-cost operators (Sosh, RED, B&You, etc.)
Does the NEOW have a camera?
Yes, the NEOW has a 13-megapixel main camera and an 8-megapixel front camera.
There's also a downloadable application for photo editing, retouching and more.
What is the battery life?
The battery capacity is 2700mAh:
- 300h standby time
- 4 hours of playtime
- 15h of autonomous communication
My child can't remember his 4-digit code. What should I do?
Unfortunately, without the phone's unlock code, you can't do anything - you'll have to send it back to the after-sales service.
Here is the link to the procedure: https://monsavmobile.fr/#!/en/home
Controls
From shopping cart to checkout, we explain how it all works.
How can I be sure that my order has been confirmed?
Once your order has been finalized, you'll receive a confirmation e-mail with all the details (product, price, address, etc.). If you haven't received it within the hour, please check your spam or contact us.
Can I cancel an order?
Yes, you can cancel your order as long as it hasn't been shipped yet. Contact us as soon as possible using the form or by e-mail with your order number. After shipment, you will have to wait for delivery to request a return.
Payment
Payment methods, security, billing... we answer your questions here.
Is it possible to pay later?
No, payment must be made at the time the order is placed.
Are you experiencing payment problems?
No problem,
Please try another payment method or contact us at contact@neow-kids.com and our customer service team will help you as soon as possible!
Delivery
We explain everything you need to know to receive your Neow stress-free.
How long does it take to receive my order?
For deliveries in Metropolitan France and Corsica, the delivery time is 3 days from the day after the buyer places the order, according to the following methods: LA POSTE Colissimo, Chronopost. At the latest, the deadline will be 30 working days after the conclusion of the contract.
For deliveries to French overseas departments and territories or other European Union countries, delivery terms will be specified to the purchaser on a case-by-case basis when the order is placed.
How do I know that my order has been shipped?
We will send you a copy of the contract by e-mail.
I never received my order, what should I do?
To find out all you need to know about delivery conditions and errors, please refer to our general terms and conditions of sale.
Delivery
We explain everything you need to know to receive your Neow stress-free.
Exchanges and feedback
You can view our return policy here : Return policy
B2B customers
Discover our offers and solutions for professionals who want to equip their young audiences in complete safety.
How can I start working with you?
If you have any questions about working with us, please contact us at contact@neow-kids.com or commercial@hemfrance.com.
How do I place an order?
If you are a business customer, please contact our sales team at commercial@hemfrance.com or by telephone on 04 84 25 59 60.
