Can I purchase multiple sizes in the same item?

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. If more than 1 item in a particular style is ordered then one item will be refunded less any fees if applicable.

Can I purchase multiple sizes in the same item?

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. If more than 1 item in a particular style is ordered then one item will be refunded less any fees if applicable.

On some collections we are able to offer pre orders. This excludes any Spell collections where pre-orders are strictly prohibited. Please note pre-orders are not able to be canceled. If your item isn’t suitable you can make a return request as per normal.

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. Products will generally look slightly different "in real life" compared to the photographs because computers and phones are calibrated differently which results in the colours being depicted differently on screen.

We make every effort to keep sufficient stock of items listed on our website, occasionally we do sell out of certain products and sizes as we are a small business and only carry limited numbers of stock.

If we are out of stock on an item you have ordered,we apologise and we will notify you via email. Any changes will be reflected in your order total via email.

Unfortunately, you cannot change your order after you’ve processed it.We do not offer exchanges but we are more than happy to help you with providing an easy to use online credit note.

We accept, credit cards, Shop Pay, PayPal, ApplePay, GPay and Afterpay.

We do not accept phone payments.

Domestically within New Zealand we currently use: Post Haste, Courier post and NZ couriers. If you have a preferred courier service please reach out to us and we will do our best to try fulfil your request based off courier rates availability.

Orders to Australia we use NZ Post and EMS once the shipment has arrived in Australia.

Most of our domestic customers receive their orders overnight, however the courier companies say approximately 3-5 working days for delivery (excluding rural addresses).

Orders placed before 1.30pm are usually dispatched that same day. 

International customers allow for approximately 5-10 working days, however majority of our customers receive sooner. Note: this includes any customs delays.For both domestic and international orders, please expect delays over peak seasons such as Christmas and public holidays.

How do I track my order?

You can track your order online using the tracking number. This number will be sent with the email notification you receive when your order has been shipped.

My tracking information is not updating, what should I do?

Please reach out to us on email (hello@neoncollective.co.nz) with your order number and tracking and we will help you out.

My parcels delivered but I haven’t received it - help!

Don’t freak out! First of all check all around your house, including your letterbox. Please check with your neighbours or any other household members who may of signed for your parcel.

If you still can’t locate your parcel please reach out to us and/or your local courier depot as they may be holding for collection.

I haven't received any order confirmation or shipping updates - help!

Please check your junk or spam folder. Then if you still cannot locate either please reach out to us via email and we will help you

I live in Australia what provider do I use to track my order?

Please CLICK HERE to track your order with EMS

Please shop mindfully this Christmas. We are a small independent business with limited stock levels and high demand so unfortunately we are not able to extend our returns time frame. Please ensure you purchase within our returns time frame or alternatively please look at our GIFT VOUCHER options.

Yes. Full-priced items can be refunded or exchanged for online store credit, provided they meet the requirements of our Online Returns Policy.

Sale items are eligible for online store credit only, unless otherwise stated.

Orders purchased using any form of discount, including promotional codes, loyalty vouchers, sign-up codes or sale offers, may only be eligible for online store credit unless otherwise stated as final sale.

All returns must be authorised before being sent back.

Please submit a return request first by clicking HERE.

Please do not send your return until your return request has been authorised.

We recommend using a tracked overnight courier when returning your order.

New Zealand customers: Returns must be made within 10 days of delivery.

International customers: Returns must be made within 14 days of delivery and sent via express courier.

Late returns will not be accepted and will be returned to the sender at the sender's cost.

All returned items must be:

• Unworn
• Unwashed
• Unaltered
• In their original packaging
• In original condition

Proof of purchase must also be provided.

We cannot accept returns if items have been worn, damaged, altered or are missing their original packaging.

The following items are final sale and cannot be returned for change of mind:

• Swimwear
• Hats
• Intimates
• Jewellery
• Hair clips
• Homewares
• Perfumes

Some sale or promotional items may also be final sale. Please check the terms of the promotion at the time of purchase.

Sale items are eligible for online store credit only, unless otherwise stated.

Orders purchased using promotional codes, loyalty vouchers, sign-up codes or sale offers may also only be eligible for online store credit unless otherwise stated as final sale.

Because we carry limited stock, we are unable to offer direct exchanges for online orders.

If you require a different size or style, please follow our returns process and return your original item within the applicable return timeframe for a refund or online store credit. You can then place a new order for the item you would like.

We are unable to hold stock for exchanges.

Yes. Items purchased using online store credit are eligible for one change-of-mind return per store credit issued, subject to our standard returns policy.

The one-return allowance applies to the original store credit as a whole, rather than to each individual order.

For example, if the same store credit is used across multiple purchases, the one change-of-mind return allowance applies to the original store credit and not to each separate order.

Once a return has been made against a store credit, any subsequent purchases made using the remaining balance of that store credit are final sale and are not eligible for a further change-of-mind return or exchange.

Any new store credit issued as a result of the permitted return may be used towards a future purchase. However, that subsequent purchase is final sale and is not eligible for a further change-of-mind return or exchange.

In other words, one change-of-mind return is permitted per store credit issued, regardless of how many separate orders the store credit is used across.

This does not affect your rights under the New Zealand Consumer Guarantees Act in relation to faulty or incorrectly supplied items.

Orders purchased using a loyalty voucher can be returned for online store credit only, for the amount paid, less shipping.

Loyalty vouchers cannot be reinstated or added back to your credit note.

Multiple consecutive orders placed to obtain a loyalty discount may be declined a refund. In these circumstances, we may offer store credit on the earlier order at our discretion.

Pre-orders cannot be cancelled.

Once your pre-order has been delivered, our standard returns policy applies, provided the item is otherwise eligible for return.

Depending on the circumstances of your return, applicable fees may be deducted from your refund or online store credit.

These may include payment-provider fees, return shipping charges and handling fees.

Refunds requested due to change of mind or customer order errors may incur a processing fee to cover non-refundable payment-provider charges.

Applicable fees may include:

• Visa/Mastercard: 2.7% + 30c
• International cards: 3.9% + 30c
• Afterpay: 5%
• PayPal: 4.4%
• POLi: 1%

These fees apply only to change-of-mind cancellations or customer order errors and reflect the non-refundable costs charged to us by payment providers.

Free shipping returns may have a shipping fee deducted from your refund or online store credit.

The applicable fees are:

• NZ: $10
• NZ Outer Islands (Great Barrier, Waiheke, Chatham & Stewart Islands): $30 + $10 handling + any extra shipping paid
• Australia: $45 + $10 handling
• International: $65 + $10 handling

From time to time, we offer free shipping promotions when an order meets a stated minimum spend.

If you return all or part of an order that originally qualified for free shipping and your remaining order total falls below the free shipping threshold, the original shipping cost will be deducted from your refund or online store credit.

If your remaining order total still meets the free shipping minimum spend requirement after the return, no shipping fee will be deducted.

Credit card, PayPal and POLi refunds may incur a handling fee of:

• NZ: $5
• International: $10

PayPal refunds may also have the 4.4% PayPal transaction fee deducted from the refund amount, as PayPal does not return the original transaction fee to us when a refund is processed.

Afterpay refunds incur a 5% fee, unless you choose online store credit instead.

Any gift with purchase must be returned with your order.

If the gift with purchase is not returned, the applicable amount may be deducted from your refund or online store credit.

Items with a confirmed manufacturing fault, excluding damage caused by customer wear and tear, may be repaired, replaced or refunded.

Return postage for confirmed faulty items will be reimbursed by Neon Collective.

Please see our Garment Care Page for information on how to care for your garments.

If you believe you have received an incorrectly supplied item, please contact us before returning the item so we can assist you.

Your rights under the New Zealand Consumer Guarantees Act are not affected by our change-of-mind returns policy.

We cannot accept returns where:

• The item has been worn, damaged or altered
• Original packaging is missing
• The item is outside the applicable return timeframe
• Proof of purchase has not been provided
• The item was not purchased directly from Neon Collective
• The item is final sale
• The return does not otherwise meet the requirements of our Online Returns Policy

Once your return has been received, processed and approved, an online store credit will be issued for the amount paid for the item, less any applicable fees.

Credit notes will be emailed to you.

No. All returns must be authorised before they are sent back.

Please submit a return request first and wait for your return to be authorised.

Online orders can only be returned in-store if requested and approved via you online return requests. We will respond via email letting you know if this is okay prior. 

To obtain authorisation from Neon Collective to return an item CLICK HERE

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.

Our change-of-mind returns policy does not affect your rights under the New Zealand Consumer Guarantees Act in relation to faulty or incorrectly supplied items.

If you believe an item is faulty or has been incorrectly supplied, please contact us so we can assist you.

Late returns will not be accepted.

Any late return sent to us will be returned to the sender at the sender's cost.

No. We can only accept returns for items purchased directly from Neon Collective.

Because we sell both online and in our Mount Maunganui boutiques, there is a small chance that an item may sell out at the same time you are purchasing it.

If overselling occurs, we will contact you immediately to arrange a refund or an alternative option.

To keep things fair for everyone, we allow one of each size per style per customer.

If you require help with sizing, please reach out to us via our chat box — we would love to assist you.

Click & Collect orders must be collected within 24 hours of being notified that your order is ready.

Click & Collect orders are held exclusively for you, meaning other customers may miss out while your items are reserved for collection.

Yes. We encourage you to try your items on when collecting your order so that, if something isn't quite right, we can assist you with an exchange or credit note straight away.

All returns remain subject to our standard Returns Policy conditions.

If your order qualifies for a refund under our Returns Policy and you decide the item is not suitable or you change your mind, any approved refund will be processed less the merchant fees charged to us by your payment provider, as these fees are non-refundable to us.

All returns remain subject to our standard Returns Policy conditions.

POLi lets you pay for goods, services and bills online using your regular bank account. POLi is a payment service provided by Merco Limited.

For more information about POLi and how to use it, please CLICK HERE to visit POLi's consumer information page.

1. Finish your shopping cart and Checkout
2. Sign in as a Guest or Customer.
3. Then enter your Promo Code or Voucher Number and apply.

Gift vouchers are valid for 3 years from the date of purchase. For example, if you bought a voucher on 7 April 2026, it would expire on 7 April 2029. We recommend using your voucher before this date, as it will no longer be redeemable once it expires.

5% Off Storewide Terms & Conditions:

Sign up to our newsletter via the pop-up on our website and receive 5% off storewide (excludes pre-orders). Valid for new subscribers only. 1 code per new customer. Cannot be used in conjunction with other codes, coupons or vouchers. Storewide excludes pre-orders. Order is final Sale, no returns. NC xx

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.

We run contests on our site/blog/facebook/instagram 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.

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.

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 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.