FAQ

About Us

What does Neau Collective mean?

The first part of Neau Collective (pronounced as “new”) was created by joining the first two letters of New Zealand and Australia together. We are a collective of both New Zealand and Australian makers and artists! Check out more about our story here.

What does ‘Made By Aussies and Kiwis’ really mean?

All of our products are proudly made in Australia and New Zealand, by your local Aussies and Kiwis.

What year were you established?

We proudly launched our online store in May 2021!

Where do you operate?

Our head office is based in Sydney, Australia, however, all of our brands are scattered across Australia and New Zealand.

Orders & Payment

How do I know my order was successful?

You will know if your order was successful when you have checked out your cart, entered your address and payment details and received a confirmation of the order either through email or via text. 


How can I look up my order?

Your order confirmation, either via email or text will have a link in which you are able to click to view your order details. If you made a purchase while being logged into a Customer account, you will be able to login to your Customer Account and view your Order History. Login to your customer account here.

Is my personal information secure?

Our respect for your rights to the privacy of your personal information is paramount.  We have policies and procedures in place to ensure that all personal information, no matter how or where it is obtained, is handled sensitively, securely and in accordance with the APPs.

Where you submit personal information, we manage it by using up-to-date techniques and processes that meet current industry standards to ensure that your personal information is kept secure and confidential. We also take measures to destroy or permanently de-identify personal information if it is no longer required.Read more about our Privacy Policy here.

Can I pick up an order?

We are strictly an online store with no brick and mortar store. Orders must be ordered online and delivered to your location.

What payment methods do you accept?

We accept debit and credit card payment methods as well as the use of PayPal if you prefer. If you would like to pay via bank transfer, please contact us here.

How do I contact the brand?

If you have any questions, contact us directly here. We are happy to help and answer any questions you may have!

Returns & Refunds

What is your return policy?

We think you’ll love your product but if for any reason you are not, please contact returns@neaucollective.com within 48hours of receiving the product.

If the product is eligible for a return or refund, the product must be returned, unused and in the original undamaged packaging and labels, together with any accessories, within 7 days of purchase. Shipping expenses incurred will be borne by the customer and will not be refunded.

Consumable products such as food or drink cannot be returned. Swimwear or intimates(including lingerie and underwear) are not eligible for a return. However, we will happily issue a refund or store credit for products that are damaged and/or faulty or products that are not received, with proof of purchase.

Delivery & Shipping

Do you ship internationally?

We ship to Australia, New Zealand, and the United States at the moment. We are working hard make our products available to other international countries.

Please note that some of our products are only available within Australia and/or New Zealand. You can find this information in the Shipping section of the product page.

When will I receive my item?/How long until I get my delivery?

Estimated delivery times vary from brand to brand. Please check the Shipping section of the product page to see the estimated delivery time to your country.

What are your shipping options?

We offer standard and express shipping on our products. Please check the Shipping section of the product page to see the shipping costs as this varies from brand to brand, depending on your location.

Where do you ship from?

Our products ship directly from the brands all over Australia and New Zealand to your location!

How can I track my order?

You will receive email or text confirmation when your order has been dispatched. Where there are tracking numbers available, you will also receive these details.

My parcel has not arrived yet. What happens if my parcel is missing?

If you have made an order, allowed two working days for it to be despatched and it is past the estimated delivery time indicated on the product page, please contact us here to notify us! If in the chance that the parcel is missing, we will investigate this immediately and get you your order ASAP!

My Neau Collective Account

Do I need to create an account to purchase an item?

No you do not need to have an account to purchase an item! We do recommend you create an account so that you can save products to your wishlist and easily access your order history. Create a customer account here.


How do I create an account?

Click here and enter your details to create your Customer account! 

Will my information be sold to third parties?

No, all information is protected and strictly used for Neau Collective business related purposes only. Please see our Privacy Policy here for more information!

My Brand

How does Neau Collective work?

Check out more information here to find out exactly how we work! 

How can I register my brand?

Feel free to register your brand when you are ready! We would love to hear from you. After registering your brand, our team will be in touch with you within 3 working days. 

Who do I contact if I need help uploading my information?

If you need any help, please do not hesitate to email us at hello@neaucollective.com

What can I sell on Neau Collective?

You can sell your Australian and New Zealand made goods only. Please check our Terms & Conditions for more information!

How and when do I get paid?

We pay you on a monthly basis, sales less commission, via bank transfer. No need for you to chase us up or invoice us. 

What are the costs to be featured on your platform?

We believe in open and honest communication and only charge a small commission rate fee of 7%+GST on successful transactions plus an external Shopify payment-handling fee. There are no membership fees, no listing fees, no subscription fees and no other hidden fees. 

How does the shipping process work?

You choose your own preferred shipping provider, set Standard and Express flat rates for shipping and viola! You ship directly from your workshop to the customer’s location.