Free Shipping on all Australian orders of $60 or more!
We offer free shipping anywhere in Australia if your order value is more than $60. For all orders that are under this amount, we charge a flat rate of $7.50. International orders will be charged at the standard Australia Post rate depending on the location.
How long will my order take to arrive?
Please allow 5-7 working days for your delivery. Some remote areas in Western Australia and Northern Territory may take up to 10 working days. For international orders please visit the Australia Post website for information on delivery times etc.
Can I get my delivery quicker than this?
Yes you can choose to pay an Express shipping option which will deliver your goods within 1-3 days. There is a flat fee for the Express shipping of $11.95. International orders will be charged at the standard Australia Post Express delivery rate depending on the location and may take longer than 1-3 days. Please visit the Australia Post website for more information.
What courier service do you use?
We use Australia Post, Fastway Couriers or Direct Freight depending on the size of your order and the location. You will be notified which courier will be delivering your goods when your goods are dispatched from our warehouse on your shipment confirmation email.
What if my order doesn’t arrive in the time frame it should?
Delivery times are taken from the date that the goods are dispatched on your confirmation email, not the date of your order. Most goods will be dispatched on the same day that your order was placed (if placed before 2pm), but occasionally if we are out of stock your order may be dispatched at a later date, so please ensure that you allow for this when calculating your delivery time.
Please remember that days are Monday-Friday (business days) so weekends are not counted. Also if Public Holidays may affect the delivery time too.
Please use the track and trace system that the courier has provided for you to track your parcel. You will be given a consignment number for your delivery, so please check online to find out the whereabouts of your goods.
If your order still hasn’t arrived and you have gone through the above processes then please contact us at firstname.lastname@example.org and we will help you locate your parcel.
Do I need to sign for my goods?
If your goods are delivered by courier then yes you will need to sign for them, unless you have specified otherwise. Please note that if you authorize for an ‘authority to leave’ then if you cannot locate your goods, Neveya Cosmetics is not liable to replace or refund then goods. If your goods are sent via Australia Post then you won’t have to sign for them.
What happens if items are out of stock on my order?
Your goods will be dispatched to you as soon as the goods are back in stock. We will contact you to advise you of this and endeavor to give you an eta of when the goods will be available again. If you have any queries please contact us at email@example.com
If you wish to return an item to us then please contact us at firstname.lastname@example.org – we will then send you a returns form.
Depending on the reason for the return then we can offer either an exchange or a refund on the item you have purchased. Please ensure that you contact us within 30 days of your order date.
My goods were faulty/damaged – what do I do?
Please contact us with a description and photo of the product if possible. We will then arrange for an exchange or refund to you.
I received the wrong product – what do I do?
Please take a photo of the item and provide us with your order number within 7 days of delivery. We will then arrange for a replacement item to be sent to you and will organize a pick up of the incorrect item.
I have had an allergic reaction – what do I do?
In the rare occurrence that you have an allergic reaction, please take a photo of the reaction and stop using the product immediately. The product must have only been 20% used upon arrival back to us. We will arrange for a refund to you.
What if I change my mind after I ordered a product?
As long as the product is unopened, unused and in its original packaging, then you can return it back to us for a refund.