If for some reason you are not happy with your purchase, you can return it to us for an exchange, refund, or store credit. Please bear in mind that some aspects of our returns policy will differ depending on whether your purchase was made online or in-store, as per the guidelines provided below.
We know it can be tough to return online products timely, so we have an extended returns policy for online orders. For online orders we accept returns within 30 days of delivery for a refund, exchange or store credit. Any items being returned must be in brand new and unaltered condition with their tags attached. We cannot accept returns for garments that have been washed.
We've partnered with Refundid to offer you instant refunds before you've even sent back your order. Select Refundid as your return option below to get started.
To get started, please select your return method below:
Enter details below to get started
To proceed with your return, simply complete the packing slip/returns form that you would have received with your order. Mark your return reason next to each item and specify the requested outcome. Customers will be responsible for return shipping costs. We strongly advise that a shipping method that includes tracking is used, as we are unable to be held responsible for returned items lost or damaged in transit.
Neverland Store Returns
104 McEwan Road
Heidelberg West, VIC 3081
Once your return has been received, please allow one to three business days for our team to process your request. During busy periods, returns may take up to seven days.
Unfortunately some items are not eligible to be returned due to hygiene practices, i.e. socks, masks and underwear. All gift card purchases are non-refundable, unless when required by law.
Please ensure that delicate items such as hats, caps and watches are packed in a box, and have been bubbled-wrapped where necessary. Footwear must be returned with all of its original packaging.
We are happy to accept returns if you change your mind on a purchase provided you are within the timelines stated below, have the original receipt and products are unworn and undamaged with the original tags attached.
Unfortunately some items are not eligible to be returned due to hygiene practices, i.e. socks, masks and underwear.Exchanges & store credits
Purchases may be exchanged in store within 30 days of purchase, providing products meet the criteria stated above. If a suitable replacement cannot be found, we can offer you a store credit note valid for 12 months.Refunds
Purchases made in store may be returned for a refund within 7 days of purchase, providing products meet the criteria stated above. Refunds will only be given using the original payment method.
For hygiene reasons, we are unable to exchange or refund underwear or socks. All gift card purchases are non-refundable, unless when required by law.
Our returns policy is in addition to your rights under the Australian Consumer Law.