TRANSIT TIMES

DOMESTIC Australian orders we use Australia Post with the below estimate transit times:

• Australia Post Express: 2-5 Business days
• Australia Post Standard: 10-14 Business days 

Sometimes we may use a Courier service (e.g Sendle), which will be delivered between 2-14 days.

INTERNATIONAL Worldwide orders we use DHL EXPRESS with the below estimate transit times:

• DHL Express service: 5-10 Business days depending on country/location. 

DISPATCH & DELIVERY

• Please allow 48-72 hours for processing orders and to receive tracking number and confirmation of order dispatch.
• Neux are not liable for incorrect shipping information processed at the check out point. If the shipping address provided is not correct and your order has been dispatched, Neux are not required to refund you. As a customer, you are responsible to make sure all shipping information is accurate before finalising your order.
• Neux is not responsible for any delays caused by Australia Post, Couriers, or DHL Express, especially during high volume seasons. However, these are the best delivery estimations available.
• Neux is not liable for any loss or damage to parcels that have been granted authority to be left unattended by the recipient. Please ensure there is a safe location for the parcel to be left if a signature release is authorised.
• If the package is Returned To Sender, please note that you will be issued a refund however this refund will not include the initial shipping cost. You will be refunded the order subtotal, before shipping. 
• In the event where an International parcel is not claimed/refused by the receiver, DHL will attempt re-delivery. If DHL and/or our team is unable to arrange a re-delivery by DHL's cut-off time, the parcel will be destroyed and abandoned by authorities in the receiver's country. Consequently, there will be no refunds for parcels that are not claimed or refused.
• Neux does not ship to PO Boxes to countries other than Australia.

 CUSTOMS IMPORT DUTY & TAXES

• International shipments may be subject to import taxes, duties and custom fees that are levied once the package reaches the country of destination, and are the responsibility of the recipient.
• To comply with Australian export regulations, we are required to declare the exact value of all items ordered and to mark them as dutiable "Merchandise".
• We are also prohibited by law from marking the order as a "Gift", even if the order is placed with the intention of sending to a gift recipient.

TRACKING YOUR ORDER

Tracking information will be available via a dispatch email notification.

Please ensure your delivery details are correct, as we are unable to redirect packages once your order has been dispatched.

 

CHANGES TO YOUR ORDER

If you require any changes to your order; including incorrect address details and/or item sizing, please contact our customer service immediately at hello@neux.com.au

Once your order has already been processed, Neux accepts no responsibility for incorrect details entered and you are required to contact the shipping provider to re-direct your service.

 

PRE-ORDERS

For pre-orders, please note that shipping times could be up to 2-3 weeks. We will provide an estimate arrival date to our online store for dispatch to you.

 

ITEM AVAILABILITY

Very rarely, there is a chance stock levels are not up-to-date on the Online Store, this means an item/s may not be available at the time of purchase.

If you have purchased an item where this error has occurred, you will be notified by email as soon as possible and offered a suitable replacement or a full refund.

 

ANY FURTHER ISSUES OR ENQUIRIES 

If you have any questions regarding shipping, taxes or delivery times please contact hello@neux.com.au and we will look into this for you.