about-bg

Customer Service

Dream Monstar are partners with Neverland Store to provide you the best customer service experience. Read the following for Neverland Store Return and Shipping policies.

Return Policy

Neverland Store aims to provide you with confidence in our products and we have fine-combed our return policy to ensure a happy experience when shopping with us. We understand if garments don’t fit so we will do our best to accommodate any inconveniences. If you are not satisfied with your product, please return your items within 30 days of receipt.

I want something else

If you’d like to exchange your item(s) for a new size, colour or style, simply place a new order from the Neverland Online Store and in the meantime, return your unwanted product(s) to the below address for a full refund to the account with which you paid. As we provide free express delivery on all orders placed in Australia and easy international shipping, you will no longer have to wait for our team to process your request and you will get your new product in the quickest possible time – straight to your door. Easy and effortless!

There’s a problem with my item

Faulty products do not include items that have been worn, altered or washed. Please also note that many of our products contain small abrasions and holes, which are part of the final design and is purposely intended.

What next?

Fill out the reason you’re returning your item on the packing list which you received with your order and send the items you wish to return and the form to:

Neverland Store,
30 Wurruk Ave,
Preston, VIC 3072
Australia

Return postage

Neverland Store cannot be held liable for the cost of postage for returns, nor any items lost during post. To ensure your returned items arrives safely, please use express post or registered post.

Please Note: The item(s) you are returning must include any original tags and must not have been worn, altered of washed. Footwear must be returned with all packaging. Some item(s) cannot be refunded for hygiene reasons, please check the website for details. Upon receipt of the goods, refunds can take up to three days to process. Neverland Store cannot refund any initial costs for International Shipping nor any duties or taxes.

For further enquiries, please email us at [email protected] or contact us here

Shipping Policy

Australian Orders

All domestic orders placed before 2pm AEST during Monday to Friday (excluding public holidays) will be packed, processed and dispatched on the same day. Any orders placed after 2pm will be packed and shipped on the next business day. Occasionally we experience a few minor hiccups and discrepancies with our stock, in which case we will attempt to source the items from our stores, which could cause a slight delay in the dispatch of your order.

All domestic parcels are sent via Australia Post Express Post which offers a Next Day Delivery to metropolitan areas and capital cities. Deliveries to regional areas can take up to five working days. To check which zone you are in, visit http://auspost.com.au/

To ensure a safe delivery, all parcels will require a signature on delivery. It may be worthwhile to consider specifying a delivery address where you will be present. If no one is present to sign for the delivery, a collection card will be left in your post box explaining how to pick up your parcel.

International Orders

International orders are shipped via DHL Express for the quickest possible delivery time. Please note that shipping costs that are charged by Neverland Store do not include any duties or taxes that may be applicable when the goods enter your region.

Find the below table detailing shipping charges and delivery windows:

Region Shipping Cost (AUD) ETA
New Zealand $10.00 1-2 days
China $20.00 1-2 days
Hong Kong $20.00 1-2 days
Japan $20.00 1-2 days
Malaysia $20.00 1-2 days
Singapore $20.00 1-2 days
United States $25.00 2-3 days
Canada $25.00 2-3 days
United Kingdom $30.00 3-5 days
Austria $30.00 3-5 days
Germany $30.00 3-5 days
France $30.00 3-5 days
Netherlands $30.00 3-5 days
Spain $30.00 3-5 days
Sweden $30.00 3-5 days
Norway $30.00 3-5 days
Denmark $30.00 3-5 days
South Africa $60.00 5-7 days

Please note:

The above estimates are only approximate delivery windows. There are factors out of our control that can add further delays.

Neverland Store offices and warehouses reside in Melbourne, Australia. Staff aren’t available to pack or distribute your orders on weekends or relevant public holidays.

Contact our customer service team via email: [email protected] or phone: 1300 729 085 if you require more information.