FAQ

We understand that sometimes things don't work out - we offer a 30-day returns period for all unworn & undamaged items.

If your item was lost or damaged during transit, please contact us so we can rectify the issue.

More information can be found regarding returns here

If you've purchased a product and wish to return it due to incorrect sizing or change of mind, please follow the following steps:

1. Ensure your item matches our returns criteria:
   - Item is unworn, unwashed and in original condition with all accompanying tags / packaging
   - Current date is within the 30 (thirty) days since date of arrival to your address
2. Contact us at customercare@naeonclo.com and let us know your:
   - Order number
   - Full name
   - Email used to purchase the order
   - Address
   - The item(s) to be returned
   and we will create a return shipping label for you to print and stick onto the outside of your package.
3. Seal your returns package securely and print out the returns shipping label and stick it onto the outside of the package.
4. Post your return. (Depending on which carrier is receiving your package, you may have to drop it off at a post office or the carrier will pick up the package from your address.)

Once the return has been received and accepted by our team, your refund will be completed via the original payment method. If you prefer, we may also issue your refund as store e-credit.

You are welcome to exchange any items purchased with us.

To save your time, we would recommend returning all the items you plan to exchange, and purchasing the items you want through a new order.

Please note that exchanges only apply to items that have been unworn, unwashed and kept in original condition with all original packaging and tags.

All items are shipped from our warehouse in Melbourne.

Australia — Free Express Postage

Rest of the World — $25 AUD Standard

Rest of the World — $38 AUD Express

Please note that any orders over $300AUD immediately qualifies for free international shipping.

Please allow 1 - 2 business days for your order to be processed and dispatched.

This may take longer during special releases, major holidays and sale periods due to a higher volume of orders.

Once your order has been dispatched you will receive a confirmation email containing order details and tracking information.

Our carriers only pick up shipments from Monday to Friday, therefore orders made on the weekend will only be dispatched the following Monday.

Customs and import duties are dependent on each country's laws and regulations.

Please research the customs and import laws for your country to determine any relevant customs fees.

Should you have any questions regarding customs, please contact us at customercare@naeonclo.com.

Once your order has been dispatched, you will receive an email containing your order details and a tracking number.

If you have not received a shipping confirmation within 48 hours, please check your spam folder in your mailbox. If it still has not been received, please contact us at customercare@naeonclo.com.

We apologise in advance for any inconvenience caused.

We currently accept:

• Paypal
• VISA
• Mastercard
• Afterpay
• Zip
• Amex

If you have any other questions, please feel free to contact us at customercare@naeonclo.com.

Yes we do - to use Afterpay simply select it as a payment option during checkout.

Please check the following:

1. There is a sufficient funds within your account
2. The card number, name and CVC details match those on your card
3. Your bank has no imposed limit on number of purchases / spend amount within a 24 hour period

Please also note whether your card has been unlocked for international purchases.

Yes we do, please contact us through our email customercare@naeonclo.com to purchase one.

Your gift card will be emailed to you within 24 hours and is immediately available for use. Gift cards have no expiry date.

Please note that gift cards are non-refundable.

Gift cards are available for use to purchase any item from this webstore.

Once purchased, your gift card will be emailed to you within 24 hours and is immediately available for use.

During checkout you will have an option to pay through gift card - simply enter the unique code at checkout and the gift card amount will be deducted from your order.

If the value of your gift card is more than the value of your order, the remaining amount will be available to use for future purchases.

Gift cards have no expiry, and are free of any additional processing fees.

Please note that gift cards are non-refundable.

Please send an email to customercare@naeonclo.com as soon as possible.

We will make every effort to accommodate your request. However, we cannot guarantee that your order will be cancelled if it has already been dispatched.

Please send an email to customercare@naeonclo.com as soon as possible.

We will make every effort to accommodate your request. However, we cannot guarantee that your order will be cancelled if it has already been dispatched.

Please contact us immediately at customercare@naeonclo.com and include your order number and correct address details.

We will attempt to contact the courier to divert the delivery. However, once an order has been dispatched, we are no longer able to change the delivery address.

We will send you an order confirmation email to confirm your order has been placed.

Please note that this email may be found in the junk / spam folder of your email provider.

If you still have not received an email and funds have been deducted from your account, please contact us customercare@naeonclo.com.

You will receive a notification email from us containing your package's tracking number when your order has been dispatched.

You will then be able to track your shipment through the postage provider's portal.

If you have not received a shipping confirmation within 48 hours, please check your spam folder in your mailbox. If it still has not been received, please contact us at customercare@naeonclo.com.

Each order dispatched from our warehouse contains a packing list, this packing list contains a summary of the order - including what items were purchased and packed.

If an item you have ordered is missing from the packing list, this will likely be due to one of your ordered items being out of stock. You will be sent a notification email and the amount owed refunded to your account when any item in your order is out of stock, please note that this email may be in your junk / spam folder.

If you haven't received an email notification about any changes to your order, but you're still missing an item, please contact us immediately with the following information:

1. Your order number
2. Which items are missing

We will investigate the matter and will resolve the issue for you as quickly as possible.

Please check the following before contacting our customer care team:

1. Check that you have received email confirmation that your order has been dispatched (it may be in the junk / spam folder)
2. Check the tracking information that is included in your dispatch confirmation email using the relevant link.
3. Check for emails, phone calls and attempted delivery cards from one of couriers, it may be that your parcel is being held at your local depot awaiting collection or redelivery.
4. Check nobody at your address has taken the delivery on your behalf.