Frequently Asked Questions
- Can I track my order?
All orders sent from Neversaydie are sent via Australia Post using a traceable method. Once your order has been dispatched, you will be emailed a tracking number with a link to track your order.
- When will my order be sent out?
Orders are dispatched between Monday - Friday 9.00am - 5.00pm AEST/AEDT. From time of order confirmation, please leave up to 48 hours for orders to be dispatched.
Orders placed on Weekends or Public Holidays will be dispatched on the next business day.
- How do I Exchange/Return my order?
Our Returns Portal is super simple, just click the following link and use your Order Number and Postcode to begin the process. For any future returns, there is also a link ‘Returns Centre' at the bottom of the Home Page.
Australian customers can return their items for an exchange, store credit or refund*.
International customers, items can be returned for a store credit or refund*.
*Note: items refunded within Australia will incur a $10 handling fee.
Neversaydie does not cover return shipping cost for any domestic or international returns.
- Is there a customs/duties charge or import tax for international orders?
International order may incur custom taxes and duties which are payable by the customer. Import customs and duties are not controlled by Neversaydie but enforced by Local Governments. Neversaydie or our chosen freight providers have no control over this.
If you are unsure whether or not custom duties and taxes are applicable to you, we suggest contacting your local customs office for further information.
For orders refused based on the import customs/duties or tax, the order will be returned to Neversaydie and the customer will be refunded*.
*Note: The refund amount is not inclusive of the original shipping cost.
- Do you deliver to PO Boxes?
Yes, for most countries. However, if you are unsure please email us so we can check for you! Email: firstname.lastname@example.org
- I think my order has gone missing, what do I do?
If the event your order goes missing, don’t stress! We are more than happy to help.
(Please ensure you have double checked your delivery date and that your order is 2 business days past the expected delivery date.
Unfortunately, these things do happen. If your order is outside of its delivery date and you are not receiving any tracking updates, contact us (email@example.com) and we will launch an investigation for you with the courier service. This process can take up to 2 business days to process and up to 7 business days to be investigated. If your parcel has been lost by the courier, we will refund you or replace your order as soon as the investigation has been closed.
- I just placed my order, can I cancel/change it?
Our goal at Neversaydie is to process orders as fast as possible for our customers. Therefore cannot guarantee cancellations or changes. However, we suggest contacting us urgently via email (firstname.lastname@example.org) and we will do our best in assisting you.
In case we are unable to cancel or change your order. Please follow the Returns Portal process and we will ensure we assist you until you are satisfied.
- What payment methods do you accept?
We accept the following merchants through our secure payment gateway:
- American Express
- Apple Pay
- Google Pay
- Shop Pay
- How do I know you received my order?
After the payment page, you will be redirected to a Thank You page with your Order Number. You will also receive a confirmation email including your Order Number and Invoice. This can sometimes come through as junk and can sometimes take up to an hour to come though. Please refresh and check your junk folder if you have not yet received this email.
If you are still yet to receive your confirmation email please contact our team (email@example.com) urgently and we will follow this up for you.
- What is currency conversion?
Currency conversion means you pay and order your items in your country's native currency, which means no conversion fees!
The currencies supported via our multi-currency gateway are:
- Australian Dollar (AUD - our default currency)*
- Canadian Dollar (CAD)
- New Zealand Dollar (NZD)
- Pound Sterling (GBP)
- United States Dollar (USD)
*Note: If your currency isn’t listed above, you are still able to make a purchase. Your checkout will however show AUD as this is our default currency, however your usual currency will be stated in your bank account. You will still be charged in your usual currency however the website will display AUD at checkout.
- What should I do if I receive a faulty or incorrect item?
- Order Number
- A brief description of the issue
- Clear photos of fault (if the item is faulty)
From here we will be well equipped to help find a solution for you.