Customer Service

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Latest activity by Customer Service
  • Customer Service created an article,

    How do I use my online store credit?

    If you have returned your item/s and opted for online store credit, we will email your credit voucher once your return has been delivered and approved by our team. This will be sent to the email ad...

  • Customer Service created an article,

    Free Exchanges

    Australian customers Australian customers can return products for free if you choose to exchange for a new size. Returned items must meet our general return policy criteria. See here for full detai...

  • Customer Service created an article,

    How do I return my order?

    NEW: FREE EXCHANGES are now available for Australian customers. See here for more info. -- You're welcome to a refund or online store credit if your full-priced returned item/s: are in brand new a...

  • Customer Service created an article,

    Will I still be able to talk to someone about my order?

    If you haven’t found the answers you need online, our team is still here and ready to help you. Send us your questions via contact form at any time and we’ll get back to you as soon as we can. You...

  • Customer Service created an article,

    I have an issue with a Neuw Denim product purchased from another retailer. Can you help me?

    Requests for returns, exchanges or refunds should still be directed to the original place of purchase. If retail stores are closed, their online customer service team should be able to advise the b...

  • Customer Service created an article,

    I will no longer be able to access the original shipping address I entered. Can I change the delivery address?

    We’ll do our best to accommodate changes to shipping addresses, however, there is no guarantee amendments can be made to your order once it has been processed or shipped. Please contact us as soon ...

  • Customer Service created an article,

    Will there be a delay in receiving my order?

    Our shipping partner is Australia Post and they are still operating with a reduced workforce during Melbourne's Stage 4 restrictions. They have introduced new contactless delivery processes to keep...

  • Customer Service created an article,

    Will my online order still be processed?

    Yes, our online store is still open for business and taking your orders. Due to the recent Stage 4 restrictions imposed in Melbourne, our warehouse team is currently reduced and some delays may occ...

  • Customer Service created an article,

    I paid with Afterpay. Can I still get a refund?

    If your item is eligible for a refund – of course! Check eligibility criteria here. We’ll instruct Afterpay to cancel the relevant payment plan for your returned items. They will refund any payment...

  • Customer Service created an article,

    How long does it take to receive a refund/credit?

    We aim to process your return within 3 business days of receiving your return order. You will receive an email confirmation once this is completed. Store credit vouchers can be used online immedia...