SHIPPING WITHIN AUSTRALIA
All orders shipped within Australia will be sent express with a flat rate fee of $10 AUD.
Your order will be packed and sent within 24 hours of receiving the order and you will be notified if there are any additional delays expected. Delivery to Australian capital cities will generally be recieved within 1 business day and please allow 2-3 days for regional areas.
All Australia Post e-Parcels require a signature upon receipt of delivery. If delivery of a parcel cannot be made, the driver will leave a delivery card at the nominated delivery address. If this occurs an email will also be sent to notify you of the attempted delivery and the location of the parcel, once it has been redirected to the nearest Australia post office for your collection.
To collect the parcel the delivery card must be presented with a form of photo ID, and parcels must be collected within 10 business days from the date it is received by the local post office. If an undelivered parcel is not collected within 10 business days, it will be returned to us and you will be notified via email. Redelivery is charged at an additional $10 for Standard Shipping, and $15 for Express Shipping.
Track my Order
Once received, all orders are dispatched between 9:00am and 1:00pm AEST Monday through Friday (excluding Public Holidays). Orders received after 1:00pm AEST or outside of AEST business hours will be dispatched the following business day.
Once your order has been dispatched from our distribution centre an email will be sent with your parcel tracking number and a link with which you can click to check the status of your delivery.
NEO DIA delivers internationally with DHL Express for a flat rate of AU$35. All orders are dispatched on an express service and will be delivered within 1-7 business days depending on your location. For international orders, we cannot deliver to post boxes so please ensure you provide an alternate delivery address
Depending on the destination country and the value of the goods, you may be required by your local government and customs office to pay duties and taxes. It is the responsibility of the receiver to pay for these duties and taxes, not NEO DIA. Please note, NEO DIA is unable to refund duties and taxes for international orders that are returned. Depending on the country, you may be able to contact your local customs offices directly for a refund of these costs. Please contact your local customs offices for more information regarding duties and taxes.
Our returns and exchanges policy is only applicable to products purchased from the online store. Please refer to our return guidelines below:
All items must be returned in an unwashed, unused, unworn and unaltered condition with all swing tags still attached.
We will happily accept returns and exchanges on goods returned to NEO DIA within 14 business days of receipt. You must advise NEO DIA customer service within 7 days of receipt prior to returning your item.
If you wish to return an item purchased from our online store, please contact customer service for instructions on how to return your item.
You are responsible for safely packaging your return so it is received undamaged during transit.
Items will be checked and approved for a return or exchange once received. NEO DIA reserves the right to deny approval of customers returns if they do not meet our returns policy requirements.
We offer full refunds for all full priced items, including pre-orders, purchased online only.
If you receive a product which you believe is faulty, please contact customer service immediately.
Credit notes are strictly valid for a six month period. All unused credit after this period will be forfeited.
All exchanges are subject to product availability however we will endeavor to replace any unsuitable items to the best of our ability.
We do not offer returns, refunds or store credit for SALE items, or any discounted items including any promotional discounts, however we will happily exchange items which meet our online returns policy requirements IF the product is available at time of exchange.
Unfortunately we cannot refund duties, taxes or shipping charges.
All NEO DIA garments have specific and particular care instructions. These instructions can be found on the care label inside the garment. If you are unsure or require further assistance, please do not hesitate to contact customer service at firstname.lastname@example.org.