Never Look Back - Money Back Guarantee
Never Look Back wants all their customers to be 100% satisfied. It is important to us that you love your purchase. If your purchase isn’t right, let us know within 5 days. Email us your questions, or call us on 0438 148 499 if we do not answer that means we are packing orders and we guarantee that we will get back to you promptly.
If any of your items are unsuitable, please return to us within 5 days of receiving your purchase. All items sent back to us must be in their original condition – not worn, marked or have makeup on them . Your return should be packaged in suitable packaging with all tags still attached to garment. We can complete an exchange or refund for you (see below conditions of return) once we have received all the goods back to us in the above condition.
Full priced items will be refunded and you are welcome to order a replacement item via our website. Return postage is at your cost. We will except one return on the original order, as we will not except orders going back and forth. Return on the original order back to you will be at our cost.
Sales items can be exchanged for a different size in the same style and colour. If your requested size or colour is not available, you may exchange for goods of the same or higher value. Return postage is at your cost, please include a returned satchel with your details clearly marked when returning your goods for exchange.
Sales items will be exchanged if you simply change your mind regarding style or colour.
Sales items will not be refunded if you simply change your mind regarding style/colour or fit.
We will refund in the event that the goods purchased are faulty, provided the fault is not due to wear and tear and is a manufacturing fault. This will be determined on the return of the item and once assessed.
It can take up to 7 days for us to receive your return, depending on which postal service you use. However once we receive them, we will inspect and process the goods within 24 hours to ensure you receive what you want as quickly as possible.
Any refund will automatically be issued to the card used to make the original purchase through paypal or zipPay and in the event that we are unable to provide a suitable replacement we will automatically refund you and let you know via email.
In all cases, the items returned must be in their original condition. All goods will be inspected on return and any item in unsuitable condition will be sent back to you.
Please email your request for an exchange to : firstname.lastname@example.org
For all items on sale a self addressed return satchel is also recommended to be included in the parcel for any exchanges with your return address clearly stated. If not, a $10 return freight fee will be incurred.
Domestic Delivery Anywhere in Australia:
We offer two shipping methods, standard and express.
For Australian customers our standard shipping method is Australia Post, it is a traceable method with deliveries taking between two to six working days, depending on your location this service is offered and will be Free Delivery.
If you desire express post $11.00 delivery fee will apply. (maximum of 3 items)
All delivery charges are applied at cart throughout the checkout process.
For express shipping we use Australia Post Express Post which will guarantee your order to be delivered the following business day after being shipped, in most major urban areas. Orders can be tracked at http://auspost.com.au/track/
Express Post. This service may take longer to some rural areas, during sale periods and on public holidays. We do everything that we can to ensure you get your order as quickly as possible this service is offered at a flat rate of $11.00 (inc postage & handling) per customer order
*Please note* The national next business day delivery network operates between all capital cities (except Darwin and within Perth CBD only) and some major centres.
We offer standard Australia Post Pack and Track Service
Our standard shipping method is Australia Post, it is a traceable method with deliveries taking between three to twenty working days, depending on your location, shipping is calculated at checkout.
Postage & Handling:
Our postal address for returns and other correspondence is:
Never Look Back
13/1 Mervyn Thomas Drive
Hope Island QLD 4212
Never Look Back will not be accountable for any items lost in transit for online orders or orders being returned. This will include all mailing and delivery companies services. To limit lost postage please ensure all details are correct when placing orders online.
All items returned to Never Look Back are at the cost of the customer and must include a self addressed return satchel is also recommended to be included in the parcel for any exchanges. If not, an $9 return freight fee will be incurred.
Orders are dispatched using Australia Post using their parcel service, standard or express post in Australia and pack and track for all New Zealand customers. All con note tracking numbers are recorded in our system against your order. Your order will be shipped once payment is confirmed.