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, as long as they’re within our returns policy. Some items and orders are not valid for return and therefore refunds. Please see below.

Any orders made with any type of discount - i.e sale discount code or promo code, items marked down on sale, orders made with a loyalty discount or and online credit note.
Items which have been worn or damaged.

Orders outside the returns timeframe. These full priced items cannot be returned - jewellery, hats, intimates, swimwear and homewares

No, we do not sorry. However, we are more than happy to help you with providing an easy to use online credit note.

They are valid for 12 months from the date of issue, the full value must be use to apply the credit note to an order.

New Zealand customers you have 10 days from delivery date as per tracking information.

International customers you have 14 days from delivery date as per tracking information.

Once we receive your return we process refunds generally within 48 hours. Credit card payments will take 3-5 working days for your bank to process. PayPal and Afterpay refunds are automatic. If you have any issues with your refund please contact your bank or payment provider.

Yes, we kindly ask you use a tracker courier service and return your order as promptly as possible once we have responded to your online return request.

Absolutely, we can help with this. However there will be fees involved - please ask first. The cost of this return collection will be deducted from your refund or credit note. You will also need access to a printer as-well and be able to securely re package your order. 

For rural customers the item will need to be dropped a local depot.

No sorry, as per our terms and conditions all sale items are strictly final sale (no returns, no exchanges).

Your order may of had refund fees applicable such as an Afterpay 5% refund and/or a $10 postage and handling fee which is charged to any order which receive free shipping initially on their orders. Please refer to our buying online policy for more detailed information here.

NZ rural customers who pay with Credit Card or PayPal and return an order will incur a $5 handling fee on their refund.

International customers who pay with Credit Card or PayPal and return an order win incur a $10 handling fee on their refund.

Follow the simple steps via this link CLICK HERE

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.

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.