• Do you ship internationally?

Yes! We do.

 

• I have received an item and I think it's faulty, what do I do?

Oh no! We are so sorry to hear something is wrong with your order. We take quality control very seriously. Please e-mail hello@neux.com.au and we will assist you as soon as possible.

 

• Is your clothing ethically made?

Yes! We pride ourselves on using an amazing, small boutique factory in China. All employees are paid above award wages, they work in immaculate working conditions, and have opportunity for growth and development within the workplace. Of course, they love what they do and this is so important to us.   

We pride ourselves on making beautiful exclusive pieces using high quality materials and fabrics. Production for our pieces including design and sampling is a lengthy process, we spend months making our items from start to finish to ensure perfection.

 

• When do I get my order?

Your order will be processed within 1-2 business days with certain exceptions, such as for example collection launch, inventory delays, holidays and during peak sale periods.

 

For Express post within Australia your order will arrive 2-3 days from dispatch date, Standard Shipping within Australia is estimated 3-10 days and International Postage is dependent on your billing country.

 

Please note that estimated delivery time is an estimate and that time may vary depending on external factors outside of Neux and our courier company’s control. These factors may include, but are not limited to, extreme weather conditions, technical errors and high volume peak periods such as Black Friday Sales, Super Saturday, Christmas and Boxing Day Sales.

All orders are shipped with a TRACKING NUMBER based on the shipping service you selected during check out.

 

• Can I change my order?

Before you complete and pay for an order, you can review your order and make changes. You are bound to your order only when you accept it and our Terms and Conditions at checkout.

When you have completed a purchase and received an order confirmation, we begin to process the order in our system. Once the package has left our hands, there is no possibility to change your order. If you find errors in the specified contact details, it is your duty to contact us at hello@neux.com.au immediately. 

 

• Can I add products to my order?

Unfortunately, we cannot add products to an existing order. We recommend that you make a new order and if available we will try our best to ship the orders together. If you have any questions, please contact us at hello@neux.com.au

 

• How do I cancel my order?

Please contact us immediately if you wish to cancel your order at hello@neux.com.au. If we are unable to assist in cancelling your order immediately, usually because it has already been packed or shipped, please return your order to us. 

The cost of returning freight is your responsibility. Only when the order in its original condition and has returned to our warehouse will we be able to make a exchange. Please note, we do not accept refunds for change of mind.

 

• Can I change my shipping address?

We process your order within 24 hours (usually), so it's very short of time when you can change or remove your order. If you want to change something, please contact us.

If your order is already packed and sent, It is your (the customers) responsibility to locate the parcel. Once the parcel has been located you can return it and make a new order, however please be aware you will need to cover the shipping to return the good and for a new order. 

 

• Do you ship to Mail Boxes (PO Box)?

Unfortunately, we would prefer not to deliver to a PO Box outside of Australia.

 

• I have not received my order. What do I do?

Contact hello@neux.com.au and enter your order number and we will assist you. We will do everything we can to locate your order as soon as possible.

 

• Can I have my order delivered to an alternative address?

Yes, you can enter another shipping address in the same country / currency as your billing address. If you pay via Paypal please check the address specified in your account.