A MESSAGE REGARDING OUR CURRENT POSITION AND PREVENTION OF COVID-19
We are living through challenging, unique and uncertain times. A moment in our lifetime that we will never forget. A moment none of us could have predicted. While we traverse this unfamiliar territory we want you, our customers, our friends and our community to know that we are in this together.
Here at Neuw we are taking all precautionary steps and measures to limit the spread and impact of COVID-19.
Our Service Denim Stores are now closed. Our office is now closed and our employees are working from home. Our online store remains open and we will continue to deliver orders so you can stay safe and stay home.
Due to the social distancing rules and new health procedures, we are experiencing longer than usual delivery times with some shipments. Please see our FAQ below for more information.
No one knows what tomorrow will bring, but one thing is for certain - for us the health and safety of our staff, our customers and our community is paramount. We will continue to closely monitor the situation and take advice from the World Health Organisation, the Australian Government, State Premiers, Chief Medical Officers and leading health administrations around the world.
Solidarity can at times be a gift. A moment to reflect, to learn, to reassess and most importantly, to support each other. With that we encourage you to support local businesses, to shop independent brands and to help contribute to the survival of the companies you believe in.
Throughout this period our goal is to inspire, inform and entertain. To bring you consistent value and positivity. All of our channels are open and we would love to hear from you.
Lastly, our thoughts and prayers go out to anyone whose lives may have been impacted or affected by the virus.
Stay strong. Stay safe.
- Updated 31/03/2020
Will my online order still be processed?
Yes, our online store is still open for business and taking your orders. Due to the recent Stage 4 restrictions imposed in Melbourne, our warehouse team is currently reduced and some delays may occur with the pick and packing of your order. Our warehouse partner is doing all they can to process your orders quickly, while ensuring the safety of staff during this time. We continue to monitor the ever-changing situation closely and will update you if this affects your order.
Will there be a delay in receiving my order?
Our shipping partner is Australia Post and they are still fully operational at this stage. They have introduced new contactless delivery processes to keep everyone safe, so your order will be delivered via Safedrop or post office collection where necessary. You can stay up to date with any changes to this service here.
Due to the social distancing rules and new health procedures, Australia Post is experiencing longer than usual delivery times with some shipments. Unfortunately, these delays are out of our control and we apologise for the long wait times some of you might incur. For delivery updates on your shipped order please visit Australia Post with your tracking ID here.
Customers outside of Australia should also keep an eye on updates to your national postal service regarding your local delivery. Some of our major international postal carriers include USPS, NZ Post, Royal Mail and Canada Post.
I won’t be able to get to a post office in the near future, can I still return an item past the 30-day return window?
We totally appreciate that many regions are experiencing restricted movements currently. We don’t want you to sweat the small stuff, so we’re extending our returns window to 60 days for orders received from March - August 2020. Just ensure all other terms of our returns policy are met, so there is no further hold-up of your return once it is safe to send.
I will no longer be able to access the original shipping address I entered. Can I change the delivery address?
We’ll do our best to accommodate changes to shipping addresses, however, there is no guarantee amendments can be made to your order once it has been processed or shipped. Please contact us as soon as you can to request this.
I have an issue with a Neuw Denim product purchased from another retailer. Can you help me?
Requests for returns, exchanges or refunds should still be directed to the original place of purchase. We’re more than happy to provide any product advice you need, so feel free to send us a message about this.
Will I still be able to talk to someone about my order?
If you haven’t found the answers you need online, our team is still here and ready to help you. As we’re currently doing our bit to slow the spread of COVID-19 and working from home, our office phone line is temporarily unavailable, but feel free to reach out via live chat or contact form and we’ll get back to you as soon as we can.