Order cancellations & amendments
Once you have placed an order, it is scheduled for immediate processing and despatch. Once an order is submitted we are unable to make any changes, additions or amendments to that order including but not limited to; change of delivery and/or billing address, changes to colours and sizes, adding or removing items, applying discounts or promotions or full order cancellations. Please ensure all details provided are complete and correct at the time of the order placement. If your order has already been processed and you wish to return an item please contact our team at returns@neueluxury.com for more information.
Stock availability
Our inventory management team is always striving to ensure that all items available for purchase are in stock, however from time to time our products do sell out. If an item is available for purchase online, you will be able to add it to your basket. If it is not available then our website will not allow you to add it to your basket. If you have any questions regarding product availability please contact our team at orders@neueluxury.com.
Discover Maker
You may notice that we present two options within Neue Selects; Shop now and Discover Maker. The Discover Maker functionality provides a direct link to the maker (or representing Gallery) and is for those products or artefacts that we do not have the ability to sell. The Shop Now functionality allows you to purchase the product direct from Neue Luxury. We appreciate that this method of presenting and selling artefacts is unique and/or different to what you may be accustomed to. We hope to one day have the ability to retail all artefacts within Neue Selects.
Corporate orders
For all corporate orders of multiple item order enquiries, please contact orders@neueluxury.com.
Shipping partners
Neue Luxury has partnerships with the worlds most trusted shipping providers. Our team is comprised of dedicated logistics experts who manage the shipping of your goods direct with our providers until they reach their destination. Shipping is typically provided by a parcel delivery service such as Australia Post, UPS, FedEx or DHL. All shipments can be electronically tracked.
Shipping times
Standard shipping: Metro: 1-3 business days. Regional: 2-5 business days. Express shipping: Metro: 1-2 business days. Regional: 2-3 business days. Once orders are placed, they are not able to be edited, added to or cancelled. If you place your order over a weekend or on a public holiday it will be processed and sent out over the following business days (Monday – Friday). Shipping times are a guideline and subject to change. You may experience slightly longer delivery times during peak periods, due to wild weather, or due to other postal service delivery issues that are unforeseen or unavoidable events beyond our reasonable control. Online orders are processed and shipped from Melbourne, Victoria and as such follow any Victorian Public Holidays.
Dispatch times
We endeavour to process and dispatch all online orders within 1-2 business days from the order being placed, unless otherwise stated. Following dispatch, you will be notified via email with a tracking number.
Shipment tracking
You will receive an email with your tracking information once your order has been processed. You can track the progress of your order through to shipment under ‘My Orders’ in the 'My Account' section. If you are unable to locate your tracking number, or if you have any questions about your shipped order please call Neue Luxury on +613 9687 4899 Monday to Friday 9am - 5pm AEST or email us at orders@neueluxury.com and our customer care team will assist with your enquiry.
Authority to leave (ATL)?
To minimise the risk of contracting or spreading COVID-19, all deliveries (at your delivery address or at the Post Office) will no longer require a signature. A courier or staff member will ask and record your name, and acknowledge delivery in the system. Someone will need to be at the delivery address for this to occur, otherwise standard delivery procedures apply.
Split shipments
We are unable to process split shipments within one order at this time. If you wish to ship to multiple addresses, you can do this by creating separate orders, each with their own delivery address.
Lost or damaged goods
If your order is lost or damaged in transit, please call Neue Luxury on +613 9687 4899 Monday to Friday 9am - 5pm AEST or email us at orders@neueluxury.com and our customer care team will assist with your enquiry.
International shipments
We will calculate your shipping costs when you place your order. Please note in accordance with Australian export regulations we are required to declare the exact value of all items and identify the order as dutiable “merchandise” and are prohibited by law from identifying an order as a “gift” for export purposes. Your local customs office will be able to assist you with any further information regarding taxes, duties and customs.
Items shipped internationally may be subject to customs duties and sales or Value Added Tax (VAT) set by the destination country. These fees are not calculated prior to customs clearance in that country and are in addition to the price and shipping cost you are charged when checking out. For U.S. import questions please refer to the Customs & Border Protection website.
If your purchase is subject to customs duties and sales tax or VAT, your shipping provider will contact you about these fees, which must be paid before delivery of your purchase is scheduled. You will also be required to provide personal information for customs processing. Please note that shipping delays due to customs processing are not uncommon. Although we do not have control over customs delays and are not involved in the determination or collection of these fees, if you have any questions about customs, feel free to contact us at orders@neueluxury.com.