Returns & Exchanges 2024

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.

 

ONLINE RETURNS

We understand that purchasing products online can sometimes be a little tricky when it comes to sizes and fits. We offer a 30-day exchange or refund policy on products purchased online under the following conditions: 

• Products must be returned with their original tags and be in the same condition as when you received them. 
• You must not have worn, washed or altered the product in any way. 
• Caps must be returned in a box to ensure it is not damaged in transit. 
• The product has arrived to you in a faulty condition. 
• You have received the incorrect item in your order. 
• Item is not socks or underwear, these are excluded from returns due to hygiene reasons. 

If your products fit the above criteria, simply complete the form in your order letting us know how to handle your return and post your return to: 

Neverland Store Returns 
1/661 Waterdale Road 
Heidelberg West, VIC 3081 
Australia 

Customers are responsible for covering any return shipping costs. We strongly advise that you send your return parcel using a shipping method that has tracking, so that we are both able to locate the parcel during transit. 

Once we have received your returned item(s), it may take a couple of business days for us to process your request. If you are requesting a refund of your returned products, please allow up to 3 working days for funds to clear into your account. This varies for different banks and financial institutions. 

 

IN-STORE RETURNS

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.