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Frequently Asked Questions

Account

I can't remember my password!

No need to worry! If you've forgotten your password, simply head to the forgotten password page for instructions on how to reset your password.

Payment

What payment options are available?

We offer the following forms of payment: Visa, MasterCard (credit cards & debit cards), American Express, JCB, PayPal and Afterpay.

Do you store any of my credit card details?

To ensure maximum security for our customers, we don't store any credit card details on our website. Head to our Privacy Policy for more information.

My Order

How do I use a coupon code online?

You will have the option to enter a discount code on the ‘Shopping Bag’ page, before you ‘Proceed to Checkout’. If you have a coupon code, make sure you apply it to your purchase before you head to the checkout, as this will be your last opportunity!

I have two coupon codes, can I use them both on one order?

Only one coupon code can be used per order, unless stipulated otherwise.

Why isn’t my coupon code working?

A lot of our coupon codes have terms and conditions, meaning that your order needs to fulfil requirements before the discount can be applied. Please read the fine print if your coupon code isn’t working.

Can I change the details of my order or cancel it completely?

As we do our absolute best to dispatch your order as quickly as possible, we aren't always able to change your order after you’ve made your purchase. Contact our customer service team via the contacts page as soon as you can if you need to change or cancel your order.

I just received my order and there’s something wrong, what do I do?

Contact our customer service team via the contacts page as soon as you can and we’ll rectify the situation the best we can!

Refunds

What is your return policy?

Neverland Store aims to provide you with confidence in our products and we have fine-combed our return policy to ensure a happy experience when shopping with us. We understand if garments don't fit so we will do our best to accommodate any inconveniences. Head to our returns policy for further instructions on how to organise your return.

I returned my order - when will I receive my refund?

Once we have received your return, it may take up to 3 working days to process. A refund can sometimes take up to 3 working days to appear in your account, depending on your bank.

Do you refund sale items?

Yes we do!

My order had a promotion applied to it, will I be refunded the cost of the item or the discounted price?

You will be refunded the discounted price. If you have purchased items as part of a Buy Two Get One Free (3 For 2) promotion, the discount of the third free item will be distributed among the three purchased items.

Can I return an item and exchange it for something else?

If you want to change the size, colour or style of an item you have purchased, simply fill out the returns form included in the delivery of your order and return the item as per our address specified: Neverland Store Returns, 104 McEwan Road, Heidelberg West, VIC 3081, Australia. It is important to note that we may or may not have your requested item for exchange in stock.

Shipping / Delivery

Do you offer international shipping?

Yes we do! But we only ship to certain parts of the world. Head to our shipping information page for countries we ship to and costs.

Do I need to sign for my delivery?

Yes, we want to ensure your parcel gets to you safe and sound, and in the best condition. To ensure quick and easy delivery, consider having your parcel shipped to a work address or an address where you know someone will be present to sign for your parcel. Otherwise, Australia Post will leave a calling card in your mail box informing you your parcel has been taken to your nearest post office.

Can I track the progress of my delivery myself?

You sure can! Once we have shipped your order, we will send you an email including a confirming that purchase has been dispatched and a tracking number. Head to Australia Post Tracking or DHL Tracking to track your order.

I haven’t received my parcel yet, what do I do?

The only thing we can do if your parcel is lost is open an investigation. Australia Post or DHL will update us on the investigation over five business days. If you are concerned that your parcel is missing, contact our customer service team via the contacts page as soon as you can.

Miscellaneous

I’ve seen a specific style online/in store, but I think it’s sold out now. Will you be getting more stock?

Unfortunately, if you can no longer find the item you’re after this usually means it has been sold out across the business. In most cases the style won’t come back unless there are returns put back into stock. Contact customer service if you have any questions about an item though.

Does my Gift Card expire?

Each Gift Card is given a life span of 1 year, if your gift card has expired within a couple of days – head to our contacts page to contact our customer service team to discuss the possibility of an extension.

Can I use two vouchers in one order?

Yes, you can!

What are your customer service opening times and contact details?

Our Customer Service team are available to answer your questions from 8:30am-5pm AEST Monday to Friday, unfortunately they’re not available on public holidays. Head to our contacts page to contact our customer service team.

I would like to enquire about receiving a donation from your company for a charity, what do I do?

We are currently committed to a number of charities of our choosing and we have no room in our budget for any others.

How do I opt out of marketing emails/newsletters?

All our customers are given the option to unsubscribe or opt-out of receiving our communications. Simply click on the “unsubscribe” link at the bottom of the email, or click here to unsubscribe from your account.