ORDERING ONLINE

What payment methods do you accept?
We accept Visa and Mastercard payments for all customers.
Afterpay is currently only available for Australian customers.

Can I cancel/change my order?
We want to get your order to you as soon as possible, so once an order is placed it usually can’t be amended.

I didn’t receive a confirmation/shipment email
Double check your email account spam or promotions folders. Let us know if you still haven’t received it.

I purchased/received a gift card. How can I use it?
Gift cards are currently unavailable to purchase or use online unfortunately. If you have an unused gift card or online credit code for neuwdenim.com, please contact us for further assistance.

I have a discount or promotional code. How do I use it?
Simply view your Shopping Cart and enter the code in the Apply Discount Code field. Your subtotal should update prior to the checkout stage.


SHIPPING

When will my order be shipped?
Online orders are shipped once a day. Orders placed before 9am AEST Monday-Friday will usually be shipped on the same business day.
Orders placed after 9am or on weekends/public holidays, should be shipped on the next business day.
International orders can take up to 2 business days to be shipped.
Handling times may vary during busy periods.

Do you ship internationally?
Yes! We ship worldwide from our Australian warehouse. You can find more details on our shipping costs and timeframes here.

Do you offer express postage?
Yes, we offer domestic express post via Australia Post and international express via DHL. You can select and pay for express shipping at checkout.
Please note, express delivery estimates commence from when your order has been shipped.

Where is my order?
Got your tracking number but still waiting on your parcel? Our delivery partners will be able to advise of any delays or updates – please refer to Australia Post or DHL Express for more specific information about your order delivery.
Get in touch with us if you haven’t received a tracking number.

Do I have to pay international customs/duties?
Yes, customers outside of Australia may incur additional import fees as set by local customs laws. As this is a government charge and varies so much around the world, we can’t provide an estimate these costs prior to delivery.
To estimate duty & import taxes, contact your local customs department.

RETURNS

What is your returns policy?
Please find our full returns policy here.

Can I return sale items?
Yes! Just make sure it’s in brand new condition with all tags attached and delivered back to us within our standard returns timeframe.

What if I want a different size instead?
The quickest way to secure the right size is to place a new order online. You can then return your unwanted items for a refund, as per our returns policy.

Can I return an online order in-store?
Unfortunately not – all online orders must be posted back to our warehouse to make sure your refund is processed correctly.

Do I have to pay for return shipping?
Yes, you are responsible for posting your return back to us, so please choose the shipping method that suits you. We do suggest a tracked method, where possible, so we can keep an eye on the delivery.
If you are returning due to faulty or incorrectly sent items, we will gladly reimburse your postage costs. Please contact us first for approval.

My items are faulty/incorrect
Please email us to advise of any issues with the items in your order so we can sort it out a replacement/refund as soon as possible.
If you need to send any of these items back to us, we’re happy to reimburse your return shipping costs.
If you did not purchase via neuwdenim.com, please contact the relevant retailer for assistance in line with their faulty returns policy.

How long does it take to receive a refund/credit?
We aim to process your return within 3 business days of receiving your order. We’ll send you an email once it’s all completed.

I paid with Afterpay. Can I still get a refund?
Of course! We’ll instruct Afterpay to cancel the relevant payment plan for your returned items. They will refund any payments already made to the card linked to your Afterpay account. If you need more info about this, please contact Afterpay.