FAQ

Where do you ship to?

We ship to all Australian addresses. Free shipping on orders over $35 — otherwise it's a flat $5.95.

How long will my order take to arrive?

Most orders arrive within 7–15 business days. You'll get a tracking number by email once your order ships.

Why does shipping take 7–15 days?

We source unique, specialist products from trusted supply partners and ship them direct to your door. This means slightly longer delivery, but better products at better prices.

Is my payment secure?

Yes. We use Shopify Payments and PayPal, both of which use bank-level encryption to keep your information safe. We never store your card details.

Can I change or cancel my order?

If your order hasn't shipped yet, email us at hello@neatly.com.au and we'll do our best to make changes. Once an order has shipped, we can't cancel it — but our 30-day returns policy has you covered.

What if my item arrives damaged?

Email us a photo at hello@neatly.com.au and we'll send a replacement or refund you in full. No need to return the damaged item.

Do you offer refunds?

Yes. If you're not happy, contact us within 30 days of delivery and we'll sort it out with a replacement, store credit, or refund.

How do I track my order?

You'll receive a tracking link by email once your order has been dispatched. If you haven't received it, check your spam folder or email us.

Do you have a physical store?

No — we're online only, which lets us keep our prices low and focus on finding the best products for your home.

How do I get in touch?

Email us anytime at hello@neatly.com.au. We aim to respond within 24 hours on business days.