Shipping and Returns
Domestic Shipping - Australia
All domestic orders are dispatched within the next business day via either Sendle/Australia Post Standard service with a flat-rate shipping charge of AUD $10.00 or Australia Post Express service with a flat-rate shipping charge of AUD $20.00.
Standard Delivery can take between 2-8 business days within Australian metro areas and Express Delivery can take between 1-4 business days. Please allow additional time for regional locations. For more precise regional delivery times, please contact Sendle or Australia Post.
FREE SHIPPING Australia wide for all orders over AUD $150.
International Shipping - NZ, USA, UK & Canada
All international orders are dispatched within the next business day via either Australia Post Standard service with a flat-rate shipping charge of AUD $25.00/$39.00 or Australia Post Express service with a flat-rate shipping charge of AUD $39.00/$55.00 depending on the country.
Standard Delivery can take between 14-35 business days within metro areas and Express Delivery can take between 6-12 business days. Please allow additional time for regional locations. For more precise regional delivery times, please contact Australia Post.
Deliveries to countries outside Australia may incur customs duty or import tax before your order can get to you. Unfortunately, customs duty and import taxes are charged by your local customs authority, and you may receive a request to pay for them. Please kindly note these charges are at the customer’s own expense.
Orders
Once your order has been dispatched, you will receive an email containing your tracking details.
We kindly ask that you provide correct information as we cannot be held liable for incorrect deliveries due to input errors.
Sendle and Australia Post are a trusted service and, as such, Neuve will not refund or replace orders which have been scanned as delivered.
For Perth (Western Australia), there is a local pick up option from our Office & Warehouse in Canning Vale. We will send an email once your order is ready to be picked up and also ask for the date and time you will be collecting your order. Please bring your order confirmation for proof of purchase when collecting.
Returns Policy
Change of Mind
We hope you love your new Neuve product! However, if you change your mind within 7 days from the date the product is received, we offer refunds on approved returns. Simply email us at hello@neuve.com.au within the 7 days with a photo of the product you would like to return and it will be reviewed within 2 business days for approval to return. If the return is approved, a shipping tracking number must be provided to us within 5 days after it has been approved.
Upon arrival of the returned product at our studio, the product has to be in its original condition which means unopened, unused and no damages, cracks, dusts, change in colour and missing parts otherwise a refund will not be issued. Please be mindful that the shipping cost for return is at your own expense and we do not take any responsibility and will not issue a refund if the product is damaged during shipping.
Damaged or Faulty Items
In the instance that you receive an incorrect product or the item is damaged or faulty, a replacement product will be offered or a credit or refund will be issued, at our discretion.
If you believe you have received an incorrect, damaged or faulty product, please contact us within 7 days from the date the product is received, with photographic proof for review. If approved for return and the item has been received by us, please allow up to 2 business days to be processed.
The amount will be refunded via the payment method used for the original order. Please allow up to 7 business days for the refund to reach your account.