FAQs

PROCESSING TIME

Please allow 1-3 business days for dispatching your order.

During holiday seasons and promotional periods, allow extra days for processing and delivery timeframes. We appreciate your patience during these times as we manage high volume of orders. 

SHIPPING

Free Express Shipping on AU orders over $120/ NZ orders over $180.

AU - 

Orders over $100 - Free Standard Shipping

Orders under $100 - $9.95 for Standard Shipping/ $13.95 for Express Shipping 

Shipping costs will be calculated at checkout.

METRO AREAS - Please allow 2-3 business days after dispatch for the orders to arrive 

REGIONAL AREAS - Please allow 4-7 business days after dispatch for the orders to arrive

NZ - 

Orders over $100 AUD - Free Standard Shipping

Orders under $100 AUD - Shipping fee is $12 AUD (Australia Post Standard 8-12 Business days)

Overs under $180 AUD - Shipping fee is $20 AUD (DHL or Australia Post Express 2-5 business days)

Please note: All prices displayed on our website are in Australian Dollars (AUD), and it’ll be processed in AUD. Prices do not include custom duties and taxes which may be imposed when items arrive at customs clearance, this is a responsibility of the customer. In most cases for orders under NZD $1000 there won’t be custom fees imposed, however we recommend contacting your country’s custom office for an estimated charges on packages arriving from overseas.

NEUI STUDIO is not liable for customs clearance fees that are imposed, as well as any delay in delivery due to customs.

To comply with Australian export regulations, we are required to declare the exact value of the items and mark them as dutiable merchandise.

RETURN

FULL PRICED/SALE ITEM

We are happy to issue a store credit for Full Priced items if you have changed your mind/ purchased incorrect sizing.

Please note: Sale Items cannot be returned unless deemed faulty.

Due to hygiene reasons, earrings cannot be returned.

HOW TO RETURN FULL PRICED ITEMS FOR A STORE CREDIT:

If you have changed your mind/ purchased incorrect sizing - please send us an email at info@neuistudio.com and we will advise next steps. Returned products without sending an email to us first, will be rejected.

You will be given a return address, and we will require the returned products in original condition with original packaging within 14 days upon receiving for domestic customers and 30 days for international customers.

We’ll issue a store credit for you once the returned products have been approved. Store credits are valid for 12 months. 

Please note: The cost of return shipping is at the customer’s expense, please allow 3-5 business days for the store credits to be emailed to you after the returned products have been inspected and approved. 

Faulty/ Incorrect Item

If you believe your item has manufacturing faults/ or incorrect item has been sent, please contact us within 3 business days upon receiving your parcel, we’ll review and arrange the best course of action for you.

Please note, as each piece is hand-polished, it will still remain some trace of the craftsmanship, one piece won’t be the same as another (e.g. Our Hammered rings) as well as some surfaces won’t be as polished due to deeper cut designs.  Closings for earrings might not have the gold-plated finishes due to gold plating process constraints. Above reasons won’t be considered as manufacturing faults. 

As we have made every effort to accurately display the colours of our products on our site, the colours of our jewellery pieces may vary due to different lighting/ monitor display. 

CANCELLATION/ CHANGES

Please note that once an order is placed, we are unable to cancel or alter the order.

ADDITIONAL INFORMATION

Neui Studio is not responsible for lost, damaged or delayed goods caused in transit by our delivery partners. We will assist in any way we can and investigate further if required.

Once a parcel is returned to us as a “return to sender”, the re-delivery cost is covered by the customer. We won’t re-deliver for free.

Please email us at info@neuistudio.com if you have any queries.