Customer service

Every newborn can always count on mummy’s help!

Qualità, stile, moda: le cose belle della vita vanno sempre ricercate e sostenute. Esattamente come la grande mamma Neonato fa con tutti i suoi prodotti-gioielli: li sostiene fin dalla nascita, offrendo un’assistenza continua e molto dinamica per la risoluzione di qualunque problema si verifichi. Se necessiti di assistenza per il tuo articolo ti invitiamo innanzitutto a contattare il Rivenditore Neonato presso il quale è stato effettuato l’acquisto munito di scontrino fiscale, il quale prenderà contatti con la nostra azienda e ti fornirà tempestivamente tutte le indicazioni più idonee al tuo caso.

Alternatively, for any other information you can call our specialised Customer Service team. We will send you an answer as soon as possible.

+39 035.4491976 (lun-ven: 8.00-12.00 / 13.30-17.30)

servizioassistenza@neonato.it

Quality assurance

Items for trendy moms, strongly oriented towards quality.

Neonato products are manufactured in compliance with the safety and quality requirements provided for by the European regulations currently in force and are guaranteed according to EC directive 1999/44/.

The guarantee covers the replacement or repair free of charge – within 6 months from the date of purchase – of the product or parts that may prove to be faulty due to manufacturing faults. Even after 6 months from the date of purchase, the company still guarantees a customer service on its products up to a maximum of 2 years, after which time, each case will be assessed with regard to the possible steps to be taken. The customer service may repair the product or provide spare parts subject to payment or free of charge according to the circumstance.

The guarantee is only valid if it is accompanied by the receipt proving that the purchase was made at one of Neonato’s authorised dealers and the date of purchase.

The guarantee is not valid if the product or its parts should prove to be faulty due to:

  • improper use or use for purposes other than those expressly stated in the instruction manual;
  • improper assembly, negligence, carelessness during use, or damaged caused by third parties;
  • wear due to daily use (e.g. wheels, padding, etc.);
  • repairs carried out by third parties or by dealers not authorised by Neonato;
  • circumstances that cannot be blamed on manufacturing faults.

Il nostro sito web è progettato e realizzato per offrire una panoramica completa ed esaustiva riguardo all’azienda Neonato, ai suoi prodotti e ai suoi servizi. È inoltre aggiornato per fornire informazioni e/o consigli di carattere generale sul mondo della prima infanzia. Tuttavia non possiamo rilasciare nessuna garanzia in merito alla completezza e correttezza delle informazioni né all’uso che di queste verrà fatto da parte degli utenti. Ci riserviamo inoltre di apportare modifiche ai prodotti senza obbligo di avviso tenuto conto che immagini, colori e descrizioni sono da intendersi solo a scopo illustrativo e non ci vincolano nella produzione degli stessi.

Product maintenance

Growing up your baby without giving up to your style.

It’s a routine exercise to show the best style. For this reason all the Neonato products always offer their best when they receive the same care and attention as they were your little star. Therefore, to take care of the high quality material, design and functionality, it’s important to follow some small suggestions that will enable you to maintain the product you’re buying in good conditions, perfect as the first day.

  • The plastic parts should be cleaned regularly with a damp cloth. Do not use solvents or by-products
  • The sliding and moving parts should be cleaned from time to time with a damp cloth and lubricated with a silicone spray;
  • After use on particularly dusty or dirty terrain, the wheel unit should be cleaned and lubricated with a silicone spray to ensure a really smooth ride
  • The removable covers are hand washable in warm water (max. 30°C) using detergent for delicate garments. Do not machine wash. Do not tumble dry. Do not bleach. Do not use driers. Do not dry clean. Do not iron. Dry flat out of direct sunlight. Wash covers with crystal appliqués inside out
  • If the metal parts should become wet, dry them with a soft cloth to prevent rust
  • Check occasionally that the opening and closing systems, the brake, the swivel wheel lock/release are operating correctly and that there are no damaged or worn parts (e.g. loose screws)
  • Replace any damaged parts immediately
  • Never use spare parts other than those approved by the manufacturer or by the distributor.
  • The plastic parts should be cleaned regularly with a damp cloth. Do not use solvents or by-products;
  • The sliding and moving parts should be cleaned from time to time with a damp cloth and lubricated with a silicone spray;
  • Store the product in a dry place. Do not expose the item to the effects of atmospheric agents such as water, rain, snow, damp or strong sunlight;
  • Do not place the product close to a fire or any other source of intense heat (fireplace, electric or gas heater) to avoid the risk of fire;
  • If the metal parts should become wet, dry them with a soft cloth to prevent rust
  • Check occasionally that the folding and height adjustment mechanisms are operating correctly and that there are no damaged or worn parts (e.g. loose screws);
  • Replace any damaged parts immediately
  • Never use spare parts other than those approved by the manufacturer or by the distributor.
  • The plastic parts should be cleaned regularly with a damp cloth. Do not use solvents or by-products
  • The removable covers are hand washable in warm water (max. 30°C) using detergent for delicate garments. Do not machine wash. Do not tumble dry. Do not bleach. Do not use driers. Do not dry clean. Do not iron. Dry flat out of direct sunlight. Wash covers with crystal appliqués inside out
  • Do not place the product close to a fire or any other source of intense heat (fireplace, electric or gas heater) to avoid the risk of fire;
  • Do not lubricate moving parts;
  • Check occasionally that the electronic parts are operating correctly and that there are no damaged or worn parts, loose screws, torn stitching;
  • Replace any damaged parts immediately
  • Never use spare parts other than those approved by the manufacturer or by the distributor.
  • The plastic parts should be cleaned regularly with a damp cloth. Do not use solvents or by-products;
  • Store the product in a dry place. Do not expose the item to the effects of atmospheric agents such as water, rain, snow, damp or strong sunlight;
  • Do not place the product close to a fire or any other source of intense heat (fireplace, electric or gas heater) to avoid the risk of fire;
  • Do not sit on the handrail;
  • Check occasionally that the opening and closing mechanisms are operating correctly and that there are no damaged or worn parts (e.g. handles, net, handrail);
  • Replace any damaged parts immediately
  • Never use spare parts other than those approved by the manufacturer or by the distributor.
  • The plastic parts should be cleaned regularly with a damp cloth. Do not use solvents or by-products
  • The removable covers are hand washable in warm water (max. 30°C) using detergent for delicate garments. Do not machine wash. Do not tumble dry. Do not bleach. Do not use driers. Do not dry clean. Do not iron. Dry flat out of direct sunlight. Wash covers with crystal appliqués inside out
  • Do not lubricate moving parts.

Faq

The more dynamic moms are always wondering new questions.

They’re always ready to discover and know more about their baby’s well-being: we like these moms. It is always useful and sometimes necessary to keep asking questions: to stop doing it’s like stop discovering new things. Here are some of these useful questions:

In the Products section on the Neonato website you can find all the information concerning the features, the safety, the colours in which the current collection is available and videos demonstrating how to use the items step by step.

The Sales Points section provides a list of all the authorised Neonato dealers in Italy, divided into provinces, with the addresses and telephone numbers.

Neonato recommends: a modular system consisting of a pram, pushchair and car seat (group 0+) for walks and rides in the car; a highchair for mealtimes; a bath-changing station for changing times; a bouncer for naps; a playpen and a baby walker for playtime.

Neonato recommends: a car seat of the group suitable for baby’s weight; a stroller for walks; a booster seat for mealtimes; a baby bath and changing station for changing baby and bath-time; a travel cot for bedtime.

In the home section of the Neonato website you can browse through the catalogue of the current collection on-line, download the pdf to consult the catalogue later or together with others, or complete the form to receive a copy directly at home.

All the Neonato products are accompanied by an instruction manual which contains all the information concerning use. If you have lost it, please enquire by e-mail to the address: servizioassistenza@neonato.it

In the Customer Service section of the Neonato website, you can find all the information and useful advice concerning the maintenance of the products and how to keep them in good condition.

To obtain assistance or spare parts, you should first speak to the Neonato dealer where you purchased the product, taking the receipt with you or you can contact your Customer Service department directly by calling the number +39 035.4491976 (mon-fri: 8.00-12.00 / 13.30-17.30) or send an e-mail to: servizioassistenza@neonato.it

Neonato products are guaranteed in accordance with the EC directive 99/44 which provides for the replacement or repair free of charge – within 6 months from the date of purchase – of the product or of the parts that are faulty due to a manufacturing defect. The company continues to guarantee assistance with its products even after six months from the date of purchase and up to a maximum of two years, after which time each case will be assessed with regard to the possible steps to be taken. Consult the section Quality Guarantee on the Neonato website for further information on the guarantee conditions.

To enquire about the price of a product, contact your nearest Neonato dealer or you can contact our Customer Service directly by calling the number +39 035.4491976 (lun-ven: 8.00-12.00 / 13.30-17.30) or send an e-mail to: servizioassistenza@neonato.it