Shipping + Returns
Shipping + Delivery policy
Neutral Instinct prides itself on customer service and satisfaction and all products (except those too large) are gift wrapped prior to shipping.
Neutral Instinct will endeavour to ship to the customer’s shipping address within 1-3 working days of the order. In the instance of ‘pre-order’ products, Neutral Instinct will ship to the customer’s shipping address as soon as the product arrives in stock*. If there is an unexpected delay in the arrival of a ‘pre-order’ product, Neutral Instinct will contact the customer to notify them of the new arrival date.
Please note that the estimated number of days for delivery displayed is not a guarantee of delivery within the time frames listed. Your order time frame also depends upon the stock availability of the item ordered and the time of day the order was placed.
If you purchase a pre-order product along with in stock products, the team at Neutral Instinct will be in contact to determine if you would like all items shipping together or if you would like in stock items shipped first. Please note: If the order is shipped in two packages, there will be a second shipping fee invoiced at the time of pre-order dispatch.
Signing for goods
On most occasions, orders will be shipped via Australia registered pos or Fastway and so must be signed for by the recipient either at their delivery address or at the local post office if no-one is available at the delivery address to sign.
Tracking my order
As soon as your order is on it’s way, you will receive an email with tracking information for Australia Post’s or Fastway's system.
Free shipping* VIC, NSW, SA, ACT, QLD on all orders over $150.
Free shipping * WA, NT on all orders over $250.
$9.90* shipping cost to purchases that are to the value of less than listed above.
Free shipping* New Zealand wide on all order over $350.
$40* shipping cost to purchases that are to the value of less than $350.
*Excludes bulky or heavy items.
If your package goes undelivered and is returned to us or if you provide us with an incorrect delivery address, there will be a re-shipping fee.
All items can be shipped anywhere within Australia and New Zealand. Unfortunately, other than New Zealand, we do not offer international shipping.
Please note: Due to Health & Safety regulations deliveries above or below ground floor are at the carriers discretion and are not guaranteed. This includes (but not limited to) steps that are immediately outside the premises, which are required to be climbed in order to gain access to the property.
Shipping to a PO Box
Australia Post allows items to be shipped to a PO box
Return & Refund Policy
Neutral Instinct is a small organisation that prides itself on delivering a high level of personalised customer service. Neutral Instinct has implemented a return policy for your peace of mind when making an online purchase with us.
Change of mind
We will accept returns for change of mind provided the return is made within 7 days of purchase date.
Please note: Shipping costs are not refundable. Any returns must be in brand new condition as received and within the same product packaging as sent by Neutral Instinct. Body products such as soap and body lotion (but not limited to) must be unopened and the seals in tact. Neutral Instinct reserves the right to refuse any exchange/refund if the products are deemed to be used or if they are not returned in their original condition and packaging. For change of mind returns, all shipping costs are at the expense of the consumer. Please note: You will need to provide proof of purchase at the time of making the return.
Faulty products or products delivered incorrectly
At Neutral Instinct, we take extreme care in ensuring our goods are of the highest quality. All goods are inspected before leaving the warehouse, however, if for any reason you find that one of our products is faulty, or we have not delivered what you ordered, we would like to help you resolve the problem. Returns will be accepted if they are faulty (within the warranty period) or if the products delivered do not match your Order (Neutral Instinct must be notified of this within 7 days of receiving the products). However, you will need to provide proof of purchase at the time of making the return.
Process for returns
For all orders, we will accept returns for change of mind within 7 days of receiving the product or, if products are faulty, within the warranty period.
- Register your intention to return by contacting Customer Service team firstname.lastname@example.org
- Customer service will take you through the process and email you a ‘Return and exchange form’ with an authorisation number.
- You can then return the goods with this form to us. Address - PO Box 274, Seddon, Victoria, 3011.
Please note: For change of mind returns, the return shipping cost is at the expense of the customer. In all instances, we highly recommend that the customer uses tracking and insurance to return goods. If unregistered post is used and Neutral Instinct does not receive the product, no refund or exchange will be issued.
Options when an item is returned
Neutral Instinct provides three return options for change of mind, faulty or incorrectly delivered products.
- Full refund to your account (credit card or PayPal)
On occasion, your requested replacement item may have sold out by the time your product is posted and received by Neutral Instinct. If your replacement is not available, your online account or account with which you paid (e.g. credit card, paypal) will be refunded.
How long will it take to get a refund?
Once your goods have been received by Neutral Instinct, please allow up to 5 working days for your refund to be processed back to your account. The date of your refund will depend on the period of time it takes your financial institution to finalise the refund.
What will happen if I return an item purchased with a gift voucher?
Any product purchased with a Gift Voucher that is found to be faulty, incorrectly delivered, or falling within our change of mind policy will have the full purchase price credited to the original Gift Voucher.
Who gets the refund if I return a gift?
The refund on a correctly returned item that was given as a gift will be credited to the original card or account used to purchase the gift.