Shipping and Returns
Order Collection - Perth, Western Australia
FREE PICK UP AVAILABLE from Unit 4 / 8 Production Road, Canning Vale WA 6155 (by appointment only).
Please choose the pick up option at checkout and we will send an email once your order is ready to be collected. You will be required to email us the date and time of when you would like to collect your order. It is important to wait for our confirmation email first before collecting to ensure we are ready for you. Don't forget to bring your order confirmation for proof of purchase.
Domestic Shipping - Australia
All domestic orders are dispatched within the next business day.
- $9.95 for Sendle/Australia Post Standard Shipping (3-7 business days)
- $14.95 for Australia Post Express Shipping (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.
For New Zealand:
- $29 for Australia Post Standard Shipping (8-12 business days)
- $39 for Australia Post Express Shipping (4-8 business days)
For USA, UK & Canada:
- $65 for Australia Post Standard Shipping (6-12 business days)
- $79 for Australia Post Express Shipping (4-8 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.
Neuve does not accept any liability for delayed delivery caused by a third party. If you have not received your order within 21 days, please email us at hello@neuve.com.au.
Sendle and Australia Post are a trusted service and, as such, Neuve will not refund or replace orders which have been scanned as delivered.
All parcels are authorised to be left at the delivery address provided in your order. Neuve is not responsible for theft or loss of items after it has been signed as delivered by our courier.
Returns Policy
Change of Mind
We hope you love your new Neuve product! However, if you change your mind within 30 days from the date the product is received, we offer refunds or exchanges on approved returns. Simply email us at hello@neuve.com.au within the 30 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 or an exchange will not be approved. 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.
Please note there are no refunds or exchanges available on sale items. All sale items are sold as final sale only.
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 email us at hello@neuve.com.au 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.