Shipping and Returns

Shipping and Returns

The following information provides details on our shipping and returns policy. If you have any questions, please don't hesitate to contact us


Shipping Policy

  • Delivery may generally be a 1-2 days turn around for metropolitan suburbs, however depending on location, shipping may take between 2-14 days from confirmation of payment. 
  • If you require your products urgently, please contact us via email and we will do our very best to get it out to you as soon as possible.
  • Express shipping or postage will incur an extra delivery charge.
  • From time to time, Neo will provide complimentary shipping over specified order values, incase of a refund under our refund conditions, a refund may be provided minus the cost of shipping the product out.
  • If you are not at home to receive the delivery , your parcel may be left at your for door, if you agree or disagree with this, please leave instructions in the Comments Section of your order page to advise us on Delivery Instructions.

Returns & Refund Policy

  • Neo offers a guarantee against defects created at the time of manufacture. Products will be exchanged if they are found to have manufacturing fault or defects.
  • Any claims against breakage or our guarantee in transit must be brought to our attention within 7 days of receipt of purchase and must be submitted to with photographic evidence. We will then provide a replacement.
  • Neo handles returns and processes refunds in accordance with the Australian Consumer Protection legislation. We do not accept returns for change of mind, or if skin care is not suitable or if you feel our tea is not to your taste. Any other reason for returning - please notify us within 7 days of receipt of order.
  • Neo is not liable for any loss of an item being returned, therefore we recommend that you return it using registered mail. If we are unable to resolve your complaint or further assist you, we will process a refund upon timely receipt of the goods purchased. Unopened goods will be refunded in full minus original shipping costs.
  • Refunds will be processed promptly and payment made by the same method that you made payment. Refund payments may take up to 7 business days to be received. Refunds are made at the discretion of Neo Cosmetics Pty Ltd.