$10 SHIPPING NZ WIDE ~ EXCLUDES RURAL DELIVERY | WE NOW OFFER CLICK & COLLECT

Terms of service

Our online boutique is open for contactless purchase and delivery for our New Zealand, Australian and International customers. 

Please note the shipping rates are an estimate only and may change without notice.

Shipping Within New Zealand

  • $10 Flat Rate Shipping NZ Wide
  • Due to the rising postal prices large parcels such as hats may incur extra shipping fees.
  • All New Zealand orders are currently shipped with gosweetpot.com, the courier will be decided upon shipping but generally the couriers used are FASTWAYS, POST HASTE and NZ COURIERS.
  • Orders are generally delivered within 2 working days of being shipped, delays may apply to rural addresses. If you do not receive your order within 5 days of being shipped please contact us.
  • Rural addresses are charged an extra fee, this is reflective of the rural charges which are charged by the courier companies
  • Please ensure you include special delivery notes for your parcel or we advise delivering to a work address where the parcel can be signed for.
  • We highly advise not instructing  the courier to leave your goods unattended for your safety.
  • We are not able to post to PO BOX addresses please provide a non PO BOX address.
  • Sometimes we may need to send your order in two deliveries, if this is the case we will update you. You will not be charged extra than the flat rate for shipping charged on your order.
  • Once your order has been shipped, you will receive an email notification with a tracking number, please check your junk or spam box for our emails.
  • Orders placed on the weekend or on a public holiday will be posted on the next available working day.
  • It is the customers responsibility to track the movement of your order but if for some reason you do have any problems please email us and we will assist you the best we can.
  • For NZ Click & Collect customers orders must be picked up within 24 hours of receiving the pick-up conformation email. In some circumstances we allow for longer pick-up times, customers must contact Neon Collective first for approval.
  • If items are returned to Neon Collective due to a failed attempted delivery Neon Collective will not be able to reimburse shipping costs. It is at the customers expense and the customer’s responsibility to follow any tracking updates on their parcel as provided via the tracking email.
  • International orders are shipping with either Aramex.com or NZPOST.
  • Our shipping rates fluctuate due to the changing costs in freight. Please see the top of our website for current shipping rates.

LOCAL PICK UP / CLICK & COLLECT
For NZ Click & Collect customers orders must be picked up within 24 hours of receiving the pick-up conformation email. In some circumstances we allow for longer pick-up times, customers must contact Neon Collective first for approval.

- Usually ready within 24 hours
- Must be picked-up within 24 hours of notification email.
- Pick-up available: Monday - Sunday ~ 10.00am - 3.00pm

Please note: returns timeframes will not be extended for late pick-ups unless previously approved by Neon Collective.

    SHIPPING INFORMATION AUSTRALIA
    We now offer a $35 Shipping fee to Australia. This is a tracked courier service and should reach you within 2-6 working days (excluding customs delays if applicable). Larger/multiple item parcels will more than likely incur extra costs which will be billed accordingly before we ship your goods. We will contact you first to ensure you still want to proceed with your order.

    Your parcel will either be sent using one of these shipping providers: DHL Express (a fast and efficient service, however it does mean your parcel may be more liable for import taxes and duties upon import into your country), New Zealand Post, EMS Courier or Fedex. If you have a preferred shipping provider please reach out and we will try our best but cannot guarantee. The provider will be chosen based on rates available for your order. Please make sure you are well aware of your countries import rules and regulations prior to placing your order, this is the customer's responsibility. We will not accept returns due to a customers refusal to pay their required import fees.

    If you have any queries about shipping costs and would like a quote before ordering please get in contact with us before placing your order.

    SHIPPING INFORMATION INTERNATIONAL
    We now offer $60 Shipping Internationally. Larger/multiple item parcels will more than likely incur extra costs which will be billed accordingly before we ship your goods. We will contact you first to ensure you still want to proceed with your order.

    Your parcel will either be sent using one of these shipping providers: DHL Express (a fast and efficient service, however it does mean your parcel may be more liable for import taxes and duties upon import into your country), New Zealand Post, EMS Courier or Fedex. If you have a preferred shipping provider please reach out and we will try our best but cannot guarantee. The provider will be chosen based on rates available for your order. Please make sure you are well aware of your countries import rules and regulations prior to placing your order, this is the customer's responsibility. We will not accept returns due to a customers refusal to pay their required import fees.

    If you have any queries about shipping costs and would like a quote before ordering please get in contact with us before placing your order.


    The following are NEON COLLECTIVE'S terms and conditions. These may be amended or modified at any time without any prior notice to an individual. By using our site, you acknowledge and agree to these terms and conditions. If you would like any further information on these terms and conditions please contact us via our ‘Contact Us’ page.

    Please be advised that the returns policy for shopping online and shopping in-store does differ to reflect the different shopping experiences. If you've shopped in-store please refer to your sales docket for our in-store policy or contact us. For online purchases please continue to read below:

    RETURNS & EXCHANGES
    We want you to be completely satisfied with your online purchase at Neon Collective. If you need any help with our garments, don’t hesitate to contact us. We are more than happy to assist you in anyway with your purchase. Please note these T&Cs do not apply to Pre-Loved items.

    Neon Collective will offer refunds and/or credit notes for any full priced clothing purchased online provided they meet our terms and conditions outlined as below.

    Please note: No orders are to be returned without prior authorisation from Neon Collective. Please CLICK HERE to request a return

    • Sale items (including those purchased with promotional/sale codes) are final sale. Any items purchased on a pre-order are not eligible to be cancelled.
    • In the rare event in which goods are sold with a manufacturing fault, we will do the best under the consumers act to redeem the situation by offering, a repair, replacement or refund.
    • For NZ customers the goods must be returned within 10 days of receiving your items (as per tracking information), orders not returned within the timeframe will not be accepted and returned at sender’s cost.
    • For NZ Click & Collect customers the goods must be returned within 10 days of collecting your items in-store, orders not returned within the timeframe will not be accepted and returned at sender's cost. The returns timeframes will not be extended for late pick-ups. 
    • International customers the goods must be returned within 14 days of receiving your items (as per the tracking information), and sent via express courier service. Orders not returned within the timeframe will not be accepted and returned at sender's cost.
    • The item must be in original unworn, unwashed and un altered condition with all packaging provided.
    • Please note that wear and tear in the course of normal use is not considered a manufacturing fault.
    • Faulty Garments only once accepted by Neon Collective - We will credit your original method of payment minus original shipping charges and duties paid. Once your Return arrives please allow 7 business days for your refund to be processed. You will be notified by email once finalised.
    • Sizing, fits, styles – If you are unsure about any specifics of a garments please reach out to us for assistance, we are always here to help.
    • Swimwear and Intimates – customers must try on items wearing undergarments. If you wish to return an item, the tags and protective hygiene strip must remain in place and the item will not be accepted if either of these have been removed or altered, or if the item shows signs of wear. Please read your swim care instructions carefully.
    • Please be careful of your jewellery and other items when wearing our garments, fabrics can be damaged easily. Garments that are damaged from wear will not be refunded or exchanged.
    • Due to hygiene reasons all jewellery is final sale. Jewellery that is damaged from wear after purchasing cannot be returned.
    • Follow the care instructions on our garments, if you are unsure we always recommend a gentle, cold hand wash. Steam iron is highly recommended.
    • Proof of purchase must be provided for all returns.
    • Please note we are unable to accept online returns or exchanges to any of our physical boutiques, they must be returned via post.
    • Returned orders which initially receive free shipping will have $10 NZD deducted from your refund to cover the costs involved with shipping your order.
    • Customers returning a portion of their order for a refund will have a portion of the $10 NZD postage + handling fee return fee deducted from their refund to cover the costs involved with shipping your order.
    • Orders purchased with an online credit are final sale and cannot be returned. Please choose mindfully.
    • In cases where orders have been placed with the same garment in multiple sizes they will be cancelled or the order altered. Please contact us first so one of our stylists can assist you through the buying process.
    • Orders purchased with 'Local Pickup' from Mount Maunganui or Ponsonby which require a refund will have a $5 handling fee deducted from their refund along with any other applicable refund fees (Afterpay or Laybuy orders).We reserve the right to refuse an exchange/refund if you don’t meet our terms and conditions.

    Orders made with Credit Card or PayPal

    • NZ Rural Customers who pay with Credit Card or PayPal and return an order will incur a $5 handling fee on their refund.
    • International Customers who pay with Credit Card or PayPal and return an order will incur a $10 handling fee on their refund.

    Orders made with Loyalty Discount:

    • Orders placed which redeem a loyalty credit are final sale.
    • Orders that have been placed consecutively to receive a loyalty discount may be declined a refund. Alternatively we will offer an online credit note on the order made prior to the order which received the loyalty discount. This is at the sole discretion of Neon Collective.
    • Returned orders which initially receive free shipping will have $10 NZD deducted from your refund to cover the costs involved with shipping your order.
    • If you have received a gift with purchase, the gift must also be returned otherwise the value of the gift will be deducted from your refund.
    • Your order number must be provided.
    • Online orders cannot be returned to our physical boutiques unless authorisation is given prior by Neon Collective prior.
    • We will strictly not accept returns if items do not meet our returns requirements as stated.
    • Online Gift vouchers/promo codes cannot be exchanged for cash nor used at our physical boutiques.

    Afterpay and Laybuy

    • Orders purchased with Afterpay or Laybuy payment method are valid for refunds (provided they meet our returns terms and conditions), however please do note it will  incur a 5% fee that will be deducted from your refund to cover service fees incurred from Afterpay or Laybuy Limited. This 5% Fee is inclusive of GST and will be deducted from the total purchase cost of the items being returned.This fee will not be incurred if you opt for an online credit note. Afterpay and Laybuy operates as their own company and any payment queries are to be directed to them. Purchasing products through Afterpay is valid for New Zealand residents only. Purchasing products through Laybuy is valid for New Zealand and Australian residents only. International customers will have to use PayPal or Credit Card.

    Import Customs Tax & Duty Fees

    • Import Customs tax and duty fees are at the buyers expense. Please be aware of what your fees may be for your country.All international customers are responsible for customs & duties within their own country. For further information, we recommend contacting your local customs office. Neon Collective is legally required to declare the full value paid on shipments and must include an invoice for customs should they require it. Neon Collective is unable to accept returns from customers who refuse to pay their duty and tax fees for their order.

    Availability:

    • Because we operate online and at our physical boutiques in Mount Maunganui there is the potential for someone to be buying the same item in-store that you are buying online, or that two online orders (with the same item in their cart) may process their orders at the same time which can result in the website overselling. On the rare occasion that this may happen, we will be in touch straight away to offer you a refund or exchange.
    • To be fair to all of our customers our policy when purchasing garments is that we have a limit of one per size per style per customer.

    WEAR & TEAR POLICY
    We want you to love and wear your garments for years to come. Clothes are made to be worn, wear and tear on clothing garments is a normal occurrence and minor damages can be easily fixed.

    Repairs to clothing once purchased and damaged are to be made by the customer and is the customers responsibility, unless as deemed/agreed by Neon Collective and/or their supplier the damage is a manufacturing fault or flaw. In this circumstance Neon Collective and/or the supplier will assist with a repair on the item at their cost. Please ensure you follow our care instructions which you can find by clicking HERE. This will help with the longevity of your garments.

    Some examples of wear and tear:

    • Seam stress
    • Broken straps or ties
    • Small rips or holes
    • Broken or loose buttons
    • Piling or bobbling
    • Small stains, minor discolouration
    • Small pulls or runs on the fabric
    • Minor fraying.

    PRODUCT DISCLAIMER
    Some of the items we stock are handmade, and because of this they come with quirky minor flaws or the natural materials may vary slightly. Because of this, please take this into consideration when purchasing. Please be aware that garment colour may look different to how it is photographed we try to give the most accurate examples.

    We make every effort to keep sufficient stock of items listed on our website, occasionally we do sell out of certain products and sizes. If we are out of stock on an item you have ordered, we will notify you via email. Any changes will be reflected in your order total via email.

    PRIVACY
    All information collected by NEON COLLECTIVE on our website will be used solely by us to conduct our business. Your information will not be disclosed to any third parties, other than for the purpose of processing payments. We will only ask for and use relevant personal information as necessary.

    COMPETITIONS
    We run contests on our site/blog/facebook in which we may ask for your membership to our email subscription. The terms and conditions of each promotion is at the discretion of NEON COLLECTIVE and is subject to change.

    NEWSLETTERS
    We offer an e-newsletters to users who are interested in NEON COLLECTIVE. Users may cancel their free email subscriptions by clicking on the ‘unsubscribe’ link at the bottom of each newsletter or email.

    LIABILITY
    NEON COLLECTIVE has provided information on the website as accurately as possible. We will take all reasonable care to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the site.

    COPYRIGHT
    Copyright and Intellectual Property of this website are owned by NEON COLLECTIVE All trademarks, service marks and photography are the property of NEON COLLECTIVE. No use of these may be made without prior written consent. We understand however that our images may be used on personal blogs as long as credit is given to NEON COLLECTIVE with a link to our blog or website.

    Please note: NEON COLLECTIVE will not be responsible for shipping and handling costs to return the item. If the item does not reach us safely, NEON COLLECTIVE will not be held responsible.

     

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